Mars UK • United Kingdom

Customer Collaboration Emerging Lead

Employment type:  Full time

1–2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

Customer Collaboration Lead

Waltham or Slough (with frequent visits to both sites)

This is an exciting opportunity to join the Mars team! We are seeking driven Customer Collaboration Leaders who hold a natural passion for people management. A drive for coaching, development and well being is key!

The role of Customer Collaboration lead role is a brand new role for January 2023 at Mars. You will be responsible for heading up a new Customer Collaboration and Customer Services combined organisation across all our segments: Mars Wrigley, Pet and Food. This is an incredibly exciting opportunity to start to form and develop the future for our new Customer organisation, working closely with the Line Manager (Customer Collaboration Manager) to set up for future success.

This position provides a unique opportunity to line manage a newly formed team; giving the opportunity to create the culture, strategy and define expectations for the future. Team size ranging from 8 associates to 12.

What would be your key responsibilities?

  • Lead our customer community through the day to day operations and give excellent service to our customers.
  • To be a focused link between the rest of the Supply Chain, Sales teams, demand planners to ensure effective action focussed communication and problem solving.
  • Ensure that the team is delivering effectively the day to day operations and be that key escalation point ahead of the Customer Collaboration Manager
  • Responsible for the Mars customer KPIs
  • Ensure resource is correctly assigned, and adjusted where necessary – right people in the right roles.
  • Ensure we have an engaged and connected customer supply chain community – sharing best practice and insight in the appropriate forums.
  • Be the ‘supply expert’ in customer facing meetings, supporting the team in giving context and guidance. Keeping their engagement and resilience as top priority.
  • Continually seek to improve the efficiency of tasks to support improved metrics and customer service
  • Build a strong relationship with relevant customer contacts (including visits) to support excellent customer service – delivering true customer centricity.
  • Support Team and LM in preparation for key customer sessions
  • Own your team’s training plan & engagement plan for the year, driving strong engagement results within engagement surveys.
  • Support the creation and deploy of your teams strategic house for the year - working alongside the total CCS house owned by your LM
  • Own team objectives from Manager cascade and ensure team are always clear on metrics and that they are set up to deliver
  • Own individuals’ development plans. Ensure at least periodic 1:1s checking in on the above, and any other areas

What we’re looking for?

  • Ideally hold previous experience within a similar position within Supply Chain, preferably within an FMCG, manufacturing or similar environment.
  • The ideal candidate will hold proven experience and a full understanding of how the customer operations run and able to resolve issues and escalate tensions/decisions as appropriate.
  • Customer Service /External Facing experience preferred, but not essential
  • Confidence with analysis, coupled with the ability to look at radical new ways of working and implementation leadership. However, limited experience is also considered, as long as candidates showcase a strong & quick learning agility, with a willingness to learn.
  • Previous Line Management, coaching / mentoring is an advantage. Strong leadership skills.
  • Resilient natured and excellent communicator. Story telling is a key part of this role, with the ability to clearly articulate this in front of customers to unlock support/ help difficult conversations as well as showcase this story within powerpoint.
  • The nature of the job will require a strong customer focus and influencing skills.
  • The role holder should be able to build strong relationships with peers across the business in service of delivering the objectives of the customer team. Hold a strong sense of team.
  • Be able to challenge in difficult situations.
  • A strong, and positive can-do attitude is also required for this role.

What can you expect from Mars?

  • An industry-competitive salary
  • Excellent pension package keeping your future in mind!
  • Great career progression and a range of in-house training as well as our amazing Mars University- The chance to take hold of your career and develop personally and professionally
  • Flexible working- You can take a 1 year sabbatical after 3 years of service!
  • Refer a Friend Scheme- Earn up to £2,000 by recommending friends and family to work for Mars
  • Excellent Medical scheme and Life insurance
  • A company that understands the importance of a work-life balance
  • Health & Wellbeing and Assistance programme
  • Great parental and sick pay scheme

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.

Company benefits

Open to part-time employees
Open to job sharing
Open to compressed hours
Enhanced maternity leave – 26 weeks at 90% pay
Enhanced paternity leave – 26 weeks at 90% pay
24 days annual leave + bank holidays
“Pawternity” leave
Pregnancy loss leave

The FlexScore® is the result of a rigorous 2-step verification of a company’s flexibility

First we assess the flexibility options Mars UK provides and then we anonymously survey a statistically significant proportion of their employees to make sure Mars UK is as flexible as they say they are. Our assessment is based on the six key elements of flexibility: location, hours, autonomy, benefits, role modelling and work-life balance.

We ask the hard questions so you don’t have to.

Working at Mars UK

Company employees

4000 In the UK

Gender diversity (male:female)


Office locations

London, Slough, Waltham, Castle Cary, Birstall, Plymouth
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Awards & Achievements
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