Head of Customer Service Operations

Join to apply for the Head of Customer Service Operations role at Butternut Box | B Corp

In Customer Love at Butternut Box and Marro, our North Star is to deliver 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 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 growing.

• You’ll manage a team of specialists to support your business partnership across the Customer Love team, including operations, complaints and quality.
• You will be responsible for managing and continuously improving the delivery experience for our customers across all markets, working closely alongside the operations and CRM teams.
• You will 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 members required 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 you are quick to 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.

• You are a strong presenter and public speaker, and can naturally tell the story alongside the numbers.
• People are bought in to what you say and will want to do their best for you, you have a natural confidence and charisma which is 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 being able to provide actionable insight to the departments you work with closely, being able to back up your insights with numbers.
• You have strong commercial acumen, you 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 you never let perfection get in the way of improvement.
• You are creative with your ideas, you are 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 emails 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.

• Application review
• Initial call (45 minutes):
  Introductory chat with our Talent Partner.
• Technical interview (1 hour):
  This will be a remote call for the team to learn more about your skills and experience.
• Take home task:
  This will be sent to you via email and will be used to understand more about your…