Head of Customer Service Operations

Butternut Box; City of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A pet food company based in the UK is seeking a proactive Head of Customer Service Operations. This role involves managing a team, enhancing delivery experiences, and overseeing quality assurance processes. Ideal candidates will possess strong presentation skills, data analysis capability, and commercial acumen. This full-time position allows for a hybrid working model, reflecting the company's commitment to employee wellbeing and development.

Benefits

25 days holiday

5 paid 'paws' days

Personal learning & development budget

Employee discount

Enhanced parental leave

Pension with NEST

Private Medical Insurance

Discounted gym access

Paid sabbaticals for squad members

Qualifications

• Strong presenter and public speaker with natural confidence.
• Ability to navigate data tools and build business cases.
• Strong commercial acumen with an understanding of PnL.

Responsibilities

• Manage a team for operations, complaints, and quality.
• Improve the delivery experience for customers.
• Oversee the complaints process for physical products.
• Run cross-functional improvement projects.

Skills

Strong presenter

Data analysis

Commercial acumen

Creativity

Communication

Job description

About the Role

In Customer Love at Butternut Box and Marro, our North Star is to treat our customers the best they’ve ever been treated. This means delivering fresh food to happy dogs, cats, and humans. We are searching for an outgoing, proactive Head of Customer Service Operations who cares passionately about the experience that our customers receive. This position reports into the Customer Love Director and is one of the most important roles in the Customer Love Leadership Team. The Customer Love team is made up of over 95 talented people across seven countries and is growing.

What you’ll do

• Manage a team of specialists to support your business partnership across the Customer Love team, including operations, complaints and quality.
• Be responsible for managing and continuously improving the delivery experience for our customers across all markets, working closely with the operations and CRM teams.
• Oversee the complaints process for our physical product, supporting two complaints specialists based at our kitchens in Doncaster, England and Zabrsze, Poland.
• Own the after-care and follow-up process required for high-touch customers and those who have had recent poor experiences.
• Gather insights and analyse data to support your decision making and business cases, encouraging others to drive action based on your research.
• Run improvement projects cross-functionally and across markets, as well as internally within the customer love function working closely with the regional customer love managers.
• Design and own the commercial goals of customer love, including cross-selling, retention strategy, and service level recovery management.
• Own the quality assurance strategy across all markets, managing our quality specialist and ensuring the needs of the customer and the company are balanced.
• Manage the ongoing resourcing needs of the Customer Love team, forecasting team membership and planning recruitment and onboarding where required.
• Communicate to the Butternut and Marro leadership teams on the planning, status, and delivery of ongoing goals and projects.
• When we launch into new countries, set up the same standards and operations to get market parity as quickly as possible.
• Manage and take ownership of the global Customer Love budget across wages and overheads.

About You

• You are a strong presenter and public speaker, and can naturally tell the story alongside the numbers.
• People buy into what you say and will want to do their best for you, you have a natural confidence and charisma balanced with humility and kindness.
• You can easily navigate your way around data tools, build and maintain spreadsheets, and create compelling business cases across reports and presentations.
• You excel at analytics and can provide actionable insight to the departments you work with closely, backing up your insights with numbers.
• You have strong commercial acumen, understand a PnL inside out, and understand the importance of retention and customer LTV.
• You have a keen eye for detail and trends, but you balance this with a bias to action.
• You are a ‘can do’ person, with a glass half full, and never let perfection get in the way of improvement.
• You are creative with your ideas, always coming up with new delightful moments from a place of ‘what’s the best thing we can do for our customers’.
• You communicate effectively face-to-face, in meetings, over email, and on Slack with the people you work with, including stakeholders, your team, and senior leadership.
• You’re able to quickly respond to ad‑hoc requests and make good decisions while under pressure. When things go wrong you are quick to get them under control.
• You pride yourself on being accountable and having ownership of your personal and team goals.

Interview Process

• Application review
• Initial call (45 minutes): Introductory chat with our Talent Partner.
• Technical interview (1 hour): Remote call for the team to learn more about your skills and experience.
• Take home task: Sent via email to understand your technical skills.
• In‑person values interview (1 hour 15 minutes): In‑person interview at our office in White City with the Customer Love Director and Co‑founder.

Logistics

• Hybrid: 3 days per week from West London office (Monday, Wednesday, Thursday) and 2 days from home. Non‑negotiable.
• We reserve the right to close the position if we receive many applications.
• We do not offer visa sponsorship.
• No recruitment agency support for this role.

Company Overview

At Butternut, we put the food back into dog food. We believe dogs deserve the healthiest, most natural, and tastiest food with none of the nasties. We make freshly prepared dog food, cooked like you would at home, delivered in perfect portions. As a B‑Corp certified company, you can be sure you are joining a sustainable company that cares about our people, product, and impact on the environment. Our goal is to help dogs live healthier, happier, and longer lives while leaving humans smiling after every interaction.

What We Offer

• 25 days holiday (plus 8 bank holidays) and an additional day for every year of service
• 5 paid “paws” days per year to support learning and/or wellbeing
• £500 personal learning & development budget
• Butternut Box employee discount
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Best office ever
• Cycle to work scheme
• Pension with NEST
• Private Medical Insurance with Axa
• Private Dental Insurance with Bupa
• Time off for fertility treatments and pregnancy loss
• Paid sabbaticals for squad members with 5 or more years at Butternut
• Discounted gym access through MyGymDiscount
• Lots of office dogs (Chief, Basil, Jammy, Peggy, Pip, Winnie, and many more…)

Equal Opportunity

• Butternut Box is an equal‑opportunity employer and values diversity and inclusion. We welcome people of different nationalities, backgrounds, experiences, abilities, and perspectives.
• We are committed to doing business the right way and continually improving our social and environmental performance.
• We support candidates from under‑represented groups and are ready for the ongoing work to build an inclusive, supportive place for you to do your best work.

Seniority Level

Executive

Employment Type

Full‑time

Job Function

Other

Industries

Manufacturing