About us
At Natures Menu we believe the bond between pet and owner isn’t for a moment; it’s for a lifetime. From that first excited tail wag to the gentle steps of old age, our pets nourish us along the way, every day. Brightening our mood, getting us outside and just…being there. We believe dogs and cats deserve to eat the healthiest, most natural and tastiest food with none of the nasties. That’s why we pioneered raw feeding 45 years ago and have now expanded across different ranges to make sure all pet parents have more natural alternatives to traditional pet food. We want to make food that tastes good and does good for the pets we serve. Lovingly crafted in our local Norfolk factory, you can be sure you are joining a sustainable company who care about our people, the products we create and our impact on the environment. And to do this, we need a team of brilliant people who share that ambition to come and work with us.
Your Role
This is not just a management role; it is a direct pathway to our UK Senior Leadership Team (SLT).
Initially, you will step in as our Customer Experience Manager, taking immediate ownership of our UK Customer Service department as we transition the reporting line directly to the UK business. Your primary mission for the first 9–12 months will be to run a high-performing, digitised B2B/D2C Customer Service and Order-to-Cash (OTC) operation.
Simultaneously, you will work hand-in-hand with our current Head of Logistics & Customer Operations. Through structured shadowing, hands-on involvement in strategic logistics projects, and deep exposure to our supply chain network, you will prepare to fully succeed them upon their retirement in 2027. At that milestone, you will formally step into the Head of Logistics & Customer Operations role and join the UK SLT.
What You Will Do
· Lead the Day-to-Day: Take full ownership of the UK Customer Service department, managing, coaching, and developing team leaders and frontline agents.
· Master the OTC Cycle: Supervise and optimise the end-to-end Order-to-Cash (OTC) flow—from order entry to cash collection—ensuring tight SLA adherence and strong financial governance (DSO targets).
· Drive Digitalisation: Maintain and leverage SAP and Salesforce, align processes with global standards, and proactively train and monitor our AI customer service agents to boost efficiency.
· Commercial Support: Drive a proactive sales mindset in the team, supporting telesales campaigns, cross-selling/upselling, and onboarding new distribution channels.
· Cross-Functional Collaboration: Partner with Sales, Supply Chain, IT, and Finance Control to resolve systemic issues and minimize service incidents.
· Strategic Shadowing: Work closely with the retiring Head of Logistics & Customer Operations to absorb the complexities of our UK in-house distribution, and third-party logistics (3PL) partners.
· Logistics Project Delivery: Take an active, hands-on role in key logistics and supply chain projects to build deep operational knowledge ahead of the transition.
· SLT Integration: Gradually build relationships with the UK Senior Leadership Team (SLT), aligning customer service and logistics strategies with the broader business objectives.
What We Are Looking For
The Ideal Profile: A dynamic, ambitious operational leader who has successfully managed both in-house logistics and B2B and D2C Customer Service/OTC operations, but is ready to expand their scope into end-to-end logistics and senior leadership.
Systems & Digital Savvy: Highly proficient in SAP. Experience with digital transformation, automation, or managing AI integrations is highly valued.
Strategic Growth Mindset: The ability to pivot seamlessly from daily tactical firefighting to long-term strategic planning.
People & Change Leadership: Outstanding emotional intelligence, with a track record of coaching teams through organisational change.
Industry Experience: Experience in FMCG, frozen goods logistics, or food manufacturing is a significant advantage.
Qualifications: Degree in Business Administration, Supply Chain, Logistics, or a related field is advantageous.
Right to Work: Must possess the legal right to work in the UK.
What This Opportunity Offers You
· A Guaranteed Career Pathway: A clear, transparent roadmap from Manager to Head of Department/SLT member within 12 months.
· Structured Mentorship: The rare opportunity to undergo a highly structured, 9-to-12-month handover with an experienced industry veteran.
· High Visibility: Immediate exposure to executive decision-making and the opportunity to shape the future of our UK customer and logistics operations.
Location: Based at our site in Snetterton, Norfolk - Hybrid
(3 days per week in the office)
Pay: £60,000.00-£70,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- On-site parking
- Store discount
- Work from home
Application question(s):
- Do you have the Right to Work in the UK?
Work Location: In person
