Head of Customer Service Operations

📋 Description

• • Are you a visionary leader with a passion for exceptional customer experiences and a knack for operational excellence? Butternut Box and Marro are seeking a dynamic Head of Customer Service Operations to join our growing Customer Love team. This pivotal role is central to our mission of treating our customers better than they’ve ever been treated, ensuring every dog, cat, and human receives fresh food and delightful service.
• • Reporting to the Customer Love Director, you will be a key member of the Customer Love Leadership Team, overseeing a diverse and expanding team of over 95 talented individuals across seven countries. Your leadership will be instrumental in maintaining and elevating our already impressive 4.8-star ratings on Google and Trustpilot, embodying our commitment to going the extra mile with a friendly, caring, and delightful approach.
• • This role demands a proactive and results-driven individual who can drive high-performing day-to-day operations across our global customer service function. You will be responsible for setting ambitious goals, owning the delivery and complaints experience, incentivizing commercial actions, and ensuring we have a world-class team in the right place at the right time to meet our strategic objectives.
• • As a crucial business partner, you will collaborate extensively with international stakeholders across the company. Your ability to inspire action, drive change, and consistently challenge the status quo with a 'never settle for good enough' attitude will be paramount. We are looking for someone who thrives in a fast-paced environment, thinks creatively, and embraces challenges with enthusiasm.
• • Your responsibilities will span a wide range of critical operational areas. You will manage a team of specialists focused on operations, complaints, and quality, fostering their growth and ensuring alignment with team objectives. A significant part of your role will involve managing and continuously improving the delivery experience for our customers across all markets, working in close collaboration with our operations and CRM teams.
• • You will take ownership of the complaints process for our physical products, providing leadership and support to two dedicated complaints specialists located in our kitchens in Doncaster, England, and Zabrze, Poland. Furthermore, you will define and manage the aftercare and follow-up processes for high-touch customers and those who have recently experienced service issues, ensuring their satisfaction and loyalty.
• • Data-driven decision-making will be at the core of your approach. You will be responsible for gathering, analysing, and interpreting data to support your strategic decisions and build compelling business cases. Your ability to translate complex data into actionable insights and inspire others to act upon your research will be a key measure of success.
• • You will lead cross-functional improvement projects, spanning multiple markets and internal departments, working closely with regional customer love managers to implement best practices and drive consistent service standards. This includes designing and owning the commercial goals for the Customer Love function, encompassing strategies for cross-selling, customer retention, and service level recovery.
• • Quality assurance will be another critical area under your purview. You will own the global quality assurance strategy, managing our quality specialist and ensuring a delicate balance between customer needs and company objectives. Your focus will be on maintaining the highest standards of service delivery across all touchpoints.
• • Strategic workforce planning is essential. You will manage the ongoing resourcing needs of the Customer Love team, accurately forecasting future requirements and overseeing recruitment and onboarding processes to ensure we have the right talent in place. Effective communication with Butternut and Marro leadership teams regarding the planning, status, and delivery of goals and projects will be vital for transparency and alignment.
• • As we expand into new countries, you will be instrumental in quickly establishing our high operational standards and customer service benchmarks, ensuring market parity from launch. You will also manage and take full ownership of the global Customer Love budget, overseeing both wages and overheads to ensure efficient resource allocation.
• • This is a hybrid role, requiring three days per week at our Box Office in White City, London (Monday, Wednesday, and Thursday), with flexibility for travel to other Butternut locations throughout the year. We are looking for a leader who embodies our values, drives operational excellence, and is passionate about creating unforgettable customer experiences. Your leadership will directly impact customer satisfaction, retention, and the overall growth of our beloved brands.