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Get AI-powered advice on this job and more exclusive features. AtScrumbles , we’re on a mission to make gut-friendly, delicious, and sustainable pet food that both pets and the planet love. We do things pawsitively differently—whether it's using natural ingredients, ensuring top-notch quality, or staying ahead of the game with innovative new products. As a fast-growing, purpose-driven brand found in leading retailers, we pride ourselves onputting pets firstwhile delivering anexceptional customer experience . Now, we’re looking for aProduct & Customer Experience Managerto ensure our products meet the highest quality standards and keep our customers—both furry and human—happy. Your Responsibilities – Own It! Customer Quality Issue Management •Be the go-to expert forall inbound product-related customer queries or complaintsvia Zendesk, delivering fast, friendly, and effective resolutions. • Ensure all customer complaintsare logged, investigated, and resolved in a timely manner with appropriate corrective actions. •Investigate and resolvequality issues , working closely with the supply team and suppliers to identify root causes and implement corrective actions. • Own our Quality Performance Tracker , monitoring key metrics to drive continuous improvement. •Identify patterns in product or supplier performance, conducting additional and lead proactive actions toprevent recurrence . • Liaise with suppliers to ensure corrective actions are embedded and monitored for effectiveness. • Work on projects toreduce inbound quality issues , such as improving handling instructions, pack formats, or spec clarity. • Support our widersustainability and sourcinggoals through supplier engagement and quality improvement initiatives. • Provide regular visibility to stakeholders (Sales, Ops, Commercial) onkey trends, risks, and recurring issues , including a monthly quality summary. What We’re Looking For A minimum of 2 years experience inquality, or customer servicewithin FMCG. Aproblem-solverwith great attention to detail and a proactive mindset. Strongorganisation skills , and attention to detail. Computer savvy, you're comfortable withZendeskor similar software, proficient in usingOfficeand ideally familiar withAdobe A Day in the Life of a Product & Quality Manager at Scrumbles 9:00 AM – Review Zendesk for new customer-reported product issues and prioritise follow-ups 10:00 AM – Investigate a packaging complaint, check stock details, and flag to the supplier 11:30 AM – Update the quality tracker and spot a trend in repeated issues with a specific SKU 1:00 PM – Lunch with some office dogs (and the humans too!) 2:00 PM – Join the supply team to discuss open quality issues and coordinate next steps 3:30 PM – Send a weekly update to the wider team, summarising open cases and emerging trends 4:30 PM – Wrap up Zendesk responses, log supplier follow-ups, and plan improvements for a recurring issue Why Join Us? Make an impact– Be part of a purpose-led company shaping the future of pet food. Hybrid working– Flexibility to balance home and office time. Pet-friendly culture– Office dogs, plenty of cuddles, and team walks! Fast career growth– We’re growing fast, and you’ll grow with us. Plenty of perks– EMI options, private medical care, flexible working in a dog friendly office, team socials and more. If this sounds like your kind of role, we’d love to hear from you!Apply now and let’s make tails wag and kitties purr together. Seniority levelSeniority level Entry level Employment typeEmployment type Full-time Industries Food and Beverage Services Referrals increase your chances of interviewing at Scrumbles by 2x Get notified about new Customer Experience Manager jobs inLondon, England, United Kingdom . 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