Customer Champion (working directly with Co-Founder)
The Opportunity
We've launched a world-leading personalised nutrition and wellness brand for cats and their parents.
We are revolutionising how parents feed cats by bringing to market for the first time in Europe, a fresh, personalised and species appropriate nutrition. We're leveraging the best possible US nutrition expertise available, and using technology for in-house production and personalisation, to create the best possible food for cats.
Global cat food is a $34 billion and the fastest growing segment within pet food. $8 billion premium spend which is increasing 1 percentage point year-on-year in the UK, driven by both the humanisation of pets and owners' own desire for fresh, all-natural foods.
Despite the rise of fresh pet food, particularly in the US where the concept is well proven by NomNom, Farmer's Dog and MyOllie, cats have been left behind by new entrants. This is nothing new - cats continue to be the industry underdog as legacy FMCG companies have never formulated cat food for cats as obligate carnivores despite it being an absolute biological necessity.
We're at the start of a very exciting journey. After spending ten months developing our concept and product, we launched in January. Cat parents love KatKin (see the KatKin's FB and Insta pages, and our Trustpilot reviews) and we're backed with a $1M angel round from some of Europe's top VC's personally and angels. We will close our next round in H2 2020.
This is an opportunity to get in at ground zero in a wide-open market and fast growth business -to be KatKin's very first Customer Champion and work directly alongside one of two Co-Founders.
The Role
You'll have as much responsibility, ownership and autonomy as you can manage, and in quick time could also be responsible for growing the Customer Champion team as we scale.
You will be the eyes and ears of KatKin, talking to our cat parents (and prospective new customers) daily and coming up with ways to ensure they are educated and delighted with KatKin's product and service. You will play an instrumental role in ensuring our customer retention remains high as we continue to grow, by being a face and voice to KatKin parents across multiple channels including social media, live chat, phone and email. You'll have an opportunity to share and celebrate their joys, and support and rectify any problems they have.
As the eyes and ears, you play a vital role in feeding back what parents are saying to all areas of the business including Operations, Tech, Brand & Marketing. Importantly, as our very first hire Customer Champion hire, you'll be working directly with one of our two Co-Founders and devising clever ways to deliver KatKin messages and education to more cat parents, both customers and new leads.
As long as you can use MS office software and/or Google G Suite, you can learn the rest. Any experience with Zendesk, Shopify, Infusionsoft and/or Klaviyo will help you hit the ground running.
Who You Are
- You love cats!
- You've got hustle and are made of grit - to get stuff done
- Integrity, transparency and directness are non-negotiable values to you
- You want to get in on something on day zero - to change, create and build something
- You're kind, empathetic and caring - and love to help people
- You're an excellent communicator, both when speaking and writing
- You've previously worked in a role speaking to customers or clients on a daily basis
What we offer
- Competitive salary
- Meaningful equity
- New MacBook
- Small close-knit team
- Cuddles and purrs with Molly!
To apply
Send us your CV and five very brief sentences on -
- What pets do you have, or have had growing up?
- Example of something you hustled on to get done.
- What are your blind spots? As told by the person closet to you.
- Tell us anything about the cat or pet food space you find interesting.
- What brand has delighted you the most and how did they do it!?