Consumer Care

Job Description

Job Description:

A day in the life of a Consumer Care agent:

As a Consumer Care Coordinator, you will be a valuable part of the Consumer Care team for UK & Ireland at the office in Castle Cary. You will add the value to the consumer experience with our brand, services, and products. You will be a voice of Royal Canin for our clients and consumers while also being the receiver of the insights from them for the knowledge sharing in the team.

Daily, you will follow the Mars Consumer Care standard so that mandatory KPIs are accomplished with consumers and customers, with the aim of ensuring the satisfaction and loyalty of them. That also involves data collection and reporting of consumer care activity while using the CRM system. You will interact with different internal stakeholders such as Health Affairs and the Global Consumer Care Community.

What are we looking for?

We are looking for a new colleague who brings experience from a customer-focused role and has a strong interest in championing Quality, consumer experience, or customer service. You communicate clearly and professionally, with excellent writing skills and the ability to strike the right tone of voice. Experience with brand communication and social media is highly desirable.

You are well organized, able to work effectively under time pressure, and skilled at building strong working relationships across functions. Integrity, trustworthiness, and the ability to identify and proactively address reputational risk are essential qualities in this role.

Experience working with CRM systems and using Microsoft Excel to interpret simple data, identify trends, or generate insights is an advantage. Knowledge of product management, marketing, supply, Quality, Food Safety, Veterinary, or the pet industry is beneficial but not required.

You also have a background in animal care, such as veterinary nursing or similar education, along with a strong interest in nutrition. Experience in customer support or service roles is valuable, and you learn quickly when working in a specialized and technical market. Fluency in spoken and written English is required, and additional Nordic languages are a plus.

As a person, you are service-minded, responsible, self-driven, and solution-focused. You are comfortable handling inquiries and complaints professionally, always keeping the consumer’s needs in focus while contributing positively to the team and the broader business.

Your key responsibilities will be:

• Manage and respond to consumer inquiries across multiple communication channels
• Provide professional and knowledgeable answers that support a positive brand experience
• Gather and report first-hand consumer insights to support continuous improvement
• Offer scientific and technical explanations related to our products
• Handle complaints and identify effective, customer-focused solutions
• Maintain regular collaboration and communication with the Global Consumer Care Community