Customer Capabilities Manager

Job Description

Job Description:

This role is responsible for partnering with key sales stakeholders and where possible leveraging global sales (Mars Wrigley and Mars, Inc) capability building strategies, tools and materials to develop and execute the unit’s sales capability plan.

In addition, it also owns the capability arm of the Customer engagement strategy (Customer Partner of Choice) including design, execution and continuous improvement of the MWC UK sales customer engagement capability pillar as well as ongoing deployment of the ‘Best in Class Customer Experience’ program and management and application in the market of the ‘Trade Attitude Survey’ lag measure.

What are we looking for?

• Strong understanding of sales, customer and capability with a proven ability to use this perspective and insight to shape and implement meaningful and effective strategies which drive change.

• Excellent interpersonal and communication skills and proven ability to develop long term effective and influential stakeholder relationships
  ​There is also a need to build extremely strong working relationships with key senior stakeholders across Mars.

• Proven ability to lead and execute an initiative or project to a successful outcome, with a high level of customer focus and adopting a continuous imrovement mindset.

• Passion for sales and development with an understanding of the learning cycle and how learning and development can contribute to the strategic aims of an organization

• Some experience of designing, developing and delivering learning solutions and working within the sales function will be beneficial to this role.

• Experience in areas such as (but not limited to) field sales, customer management, customer marketing, category and L&D

• Good organisational and time management skills and comfortable working in a fast paced environment.

What will be your key responsibilities?

• Partnering with the Customer Marketing team, D-Commerce team (and from 2024 the Marketing team) to build a yearly capability plan to meet their needs and lead the execution of that plan using a variety of solutions.

• Lead the planning and design of specific learning pathways for UK sales, working with key stakeholders to unlock relevant support as needed.

• Delivery of core curriculum (curriculum ownership is shared across the team). Tailoring and executing meaningful interventions, skill pills and ad-hoc sessions to upskill teams across sales in core offerings.

• Lead and execute the capability arm of the ‘Customer Partner of Choice’ agenda. Own the Best in Class Customer Experience’ (BICCE) capability agenda and execute through the BICCE champion community across sales and supply. Lead BICCE Comms across sales to drive engagement in BICCE.

• Leadership of the Customer Capability Evaluation Framework (CCEF), leading technical development of the tool, marketing, deployment and reporting and supporting the broader deployment of the capability and competency frameworks

What can you expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• Best-in-class learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus

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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.