UK Customer Service Manager
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
Reporting to the Affinity Global Customer Service Manager, the role drives performance through KPI management, team development and cross-functional collaboration with Sales, Sales Development, IT, Digital, Supply Chain and Controlling to minimize incidents and continuously improve service.
What You Will Do
Service Excellence & Operational Leadership (B2B + D2C)
Own and supervise the end-to-end Order-to-Cash operation, from order entry to cash collection, ensuring service quality, compliance and continuous improvement. Ensure achievement of service level objectives and consistent, high-quality service across all channels. Lead effective escalation management balancing customer and business needs.
People Leadership & Ways of Working
Lead, coach and develop team leaders and agents, enabling autonomy in daily operations and incident resolution. Identify training needs across product, process, and soft skills. Drive engagement through regular performance conversations, connect frontline teams with support functions and communicate business updates, projects and promotions clearly.
KPI Management, Reporting & Business Performance
Monitor and report Customer Service and OTC KPIs (contacts, response times, resolution, orders, billing, collections, returns). Convert insights into action plans, track workload and service quality, and follow up daily operations. Monitor customer debt and overdue balances in line with DSO targets, ensuring strong financial governance with a customer-centric approach.
Process Harmonisation, Digitalisation & Systems Excellence
Ensure alignment of UK Order-to-Cash processes with Affinity global standards. Drive efficiency through SAP and Salesforce, maintain accurate commercial master data, and implement promotional and on/off-invoice agreements with operational readiness.
Daily monitoring and training AI customer services agents to improve customer experience.
Cross-Functional Collaboration & Incident Management
Lead cross-functional routines with Sales, Digital, Supply Chain and Controlling to resolve issues and improve service. Ensure timely handling of cross-department cases and manage incidents in critical Customer Service systems through formal escalation processes.
Telesales, Commercial Mindset & Business Development Support
Monitor and follow up telesales campaigns, define and validate sales goals per cycle, and promote a proactive commercial mindset within the team. Encourage introduction of new launches, cross-sell and upsell during customer interactions. Support Sales in developing new business models and distribution channels, including marketplaces.
What We Are Looking For
Proven Customer Service leadership experience, B2B and D2C, with strong Order-to-Cash knowledge. High proficiency in SAP and Salesforce, experience driving digitalisation and continuous improvement. Pet food or pet industry experience is a plus.
Degree in Business Administration or similar.
Customer-centric, strong communicator, data-driven, proactive problem-solver, people leader with emotional intelligence, digitally confident and comfortable in omnichannel environments.
Right to work in the UK.
Location: Based at our site in Snetterton, Norfolk - Hybrid (2 days per week in the office)
What we offer
- 33 days holiday (including bank holidays).
- Access to Happibenefits Platform for shopper discounts, Cycle to work, Online GP Service, Employee Assistance Program and online health portal.
- Staff Discount on Natures Menu and Natures Variety Products (up to 50% off) and Hapi Employee Benefits
- Free Parking in Snetterton
- Salary Sacrifice Pension
- Affinity University platform: Professional development opportunities for employees at different stages of their careers, acknowledging diverse career paths.
If you don’t meet all the requirements, don’t worry. We value diverse backgrounds and encourage you to apply anyway. Your application will be thoughtfully reviewed!
We cultivate an inclusive culture that celebrates diversity. We firmly believe that embracing a variety of perspectives is integral to both our company’s success and the strength of our team. That’s why we are committed to providing equal opportunities for all.
Our Company
Natures Menu, part of Affinity Petcare S.A, is a rapidly growing pet food company with a state-of-the-art facility in Snetterton, Norfolk. Real in every way. Others claim it. We live it. Real ingredients, real expertise and a real passion for making a difference to your pet's wellbeing.
We have assembled a brilliant bunch of animal-loving people, all passionate about providing the nation's pets with natural, real meals they will love.
Affinity Petcare is more than an international petfood company. For more than 60 years, we have been dedicated to nourishing healthy bonds between dogs, cats, and people to make the world a better place.
Currently, we have over 1,200 professionals working for this purpose from Barcelona, Paris, Milan, and London, as well as 4 production sites through which we supply the 70+ countries where our brands have a presence.
So, what are you waiting for? Join our team to leave your footprint!
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Store discount
- Work from home
Work Location: Hybrid remote in Snetterton NR16 2FB
