Mars UK • United Kingdom

Customer Experience & Perfect Store Lead

Employment type:  Full time

1–2 days/week at home

Core hours 11–3

Dog friendly

Job Description

Job Description:

Customer Experience & Perfect Store Lead


2-3 days per week in Farringdon, London

£69 - £77K + bonus + benefits

Reporting into the KIND UK Market Lead and sitting on the KIND UKI Leadership Team, the Customer Experience & Perfect Store Lead’s role is to accelerate growth of the category by transforming the instore experience as well as taking share for KIND by driving penetration. The right candidate will lead the customer experience and in store agenda, leading the customer marketing, category, perfect store and SRM functions.

The Customer Experience Lead plays a key role in leading the strategic thinking of a number of key areas for the business, covering areas such as long-term category planning and category vision co-creation, the perfect store program, long-term activation and execution strategies for in-store and online marketing deployment, and strategic revenue management. This position plays a critical role in setting the KIND business up for the future, drives clarity on what great looks like in store and ensuring effective decisions making through our S&OP process.

What are we looking for?

  • Category, Customer & Line Management experience required; Perfect Store experience preferred

  • Strong experience of working with category visions and the ability to operationalise and execute a category vision and engage and influence both customers and key stakeholders behind it.

  • Ability to navigate complex situations and challenge the status quo with a can-do attitude. Self-reliant, decisive, and resilient and able to respond and adapt to a fast moving, swiftly changing environment.

  • Proven ability to stand alone, challenge the status quo and identify continuous improvement opportunities. Self-reliant, decisive, and resilient.

  • Strong track record of developing and executing insight led strategies with the ability to influence and inspire others to deliver business results.

  • Self-reliant, decisive and resilient and able to respond and adapt to a fast moving, swiftly changing environment.

  • Proven ability to leverage strategic agility and perspective to develop trend based strategies which translate into business results.

  • Strong stakeholder management capability with the ability to develop long term, effective business relationships with diverse stakeholders internally and externally.

  • Driven by delivering results and strong track record of achieving .

  • Commercially and financially astute and proven business judgement with an understanding of the commercial impact of one’s own decision making.

  • Constant energy and excitement about building the KIND brand and healthy snacking category in store in the UK

  • A genuine interest in the UK food & drink category, keeping the team abreast of trends and insights.

  • A passion in contributing to a small growing team, adding to our culture and going the extra mile to grow the KIND brand

What will be your key responsibilities?

  • Accountable for the development and delivery of short and long-term strategies which transform the instore experience, accelerate growth and drive penetration.

  • Lead the localisation of the global/regional category vision into a clear category vision for KIND UKI, grounded in a deep understanding of Shopper, Customer and Business needs and opportunities.

  • Creates compelling insight led category solutions which influences shopper behaviour and converts more shoppers and transactions

  • Translate business and brand strategies into effective customer marketing activities which brings our brands to life instore, delivers optimal physical availability, engages the shopper and drives conversion.

  • Ensure channel and activation plans are based on consumer, shopper & customer insights, activations are effectively executed, best-in-class display solutions are created.

  • Ownership for the Perfect Store Signature process for KIND; bringing clarity to what great looks like in store and ensuring effective measurement and progress against this vision.

  • Deliver compelling visions to our priority customers, driving in store change and improving compliance

  • Partnering with the EMEA category and marketing experts to shape the Shopper Insight and In-Store test and learn agenda

  • Be an active member of the KIND UKI Leadership Team, building the next phase of business growth and be the trusted advisor for the category, perfect store, strategic revenue management and customer marketing agenda

  • Responsible for recruiting, retaining and developing a high performing, capable and engaged team, establishing a strong talent pipeline and culture that highlights the benefits of personal career development and a pool of best-in-class expertise.

  • Steward strategic projects and lead the organisation in the next phase of strategic demand initiatives, including perfect store development and deployment, price-promo effectiveness and defining what great Customer Experience looks like for KIND

  • Create truly effective WOW between KIND EMEA, UK and MW UK and MW Global for KIND UK to play the beacon role whilst supporting EMEA.

What can you expect from Mars?

  • Work with over 130,000 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.


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

Hiring Countries

United Kingdom
Awards & Achievements
Most flexible Retail & Ecommerce companies

Most flexible Retail & Ecommerce companies

Industry awards 2022