Head of Customer Experience Operations Hybrid | London HQ | Multi-market pet brand
 
This is a rare opportunity to step into a senior, high-impact role inside one of the most exciting pet businesses in Europe.
 
We're searching for someone who can take an already brilliant customer experience function and elevate it to world-class - then make it scalable across multiple countries.
 
This isn't a "come in and fix what's broken" job. It's a build the next chapter job.
 
You'll sit at the heart of the Customer Experience leadership team, owning the operational and commercial foundations that make exceptional service possible at scale.

What you'll be trusted with...

• Owning the operational engine of Customer Experience across markets - standards, resourcing, performance, pace and consistency.
• Bringing strong commercial thinking into everything you do, understanding how decisions impact retention, LTV and cost-to-serve.
• Elevating the end-to-end delivery experience, working closely with Operations and CRM.
• Leading complaints, aftercare and service recovery in a physical product environment.
• Designing high-touch journeys for customers who need extra care.
• Setting and owning quality standards across markets.
• Building playbooks for new country launches and ensuring they land brilliantly.
• Partnering with senior stakeholders across country teams, tech, finance, growth and operations.

You'll lead a small, capable team of specialists. This role is about direction, impact and momentum, not micromanagement.
 

The kind of person who thrives here...

You'll likely come from a high-growth, consumer or D2C environment where customer experience and operations are inseparable.
 
You'll be:

• Commercially sharp - comfortable with data, performance metrics and business cases.
• A natural connector - able to bring people with you and influence at senior level.
• Obsessed with detail, but never paralysed by it.
• Energetic, human and warm - someone who lifts the room and raises the bar.
• Calm under pressure and brilliant at turning complexity into clarity.

You'll care deeply about how customers feel, but you'll also understand how a business actually works.

The shape of the role...

• Hybrid working with three days a week in a London HQ.
• European scale, global ambition and serious growth ahead.
• Share options, generous holiday and wellbeing days.
• A culture that genuinely values people, perspective and psychological safety.
• Salary is confidential but is extremely competitive and will be revealed at screening with us.

If you're ready to lead at scale, shape how hundreds of thousands of customers experience a brand, and do it in a business that genuinely cares about people - We'd love to speak to you. Apply today with your CV and a member of The Animal People team will call you for a confidential chat.