Customer Support Lead - Operations

Job Description

Job Description:

Royal Canin is a global leader in pet health nutrition, guided by science and a deep passion for pets. We collaborate with nutritionists, breeders, and veterinarians worldwide to develop innovative, tailored nutrition solutions that address the unique needs of cats and dogs.

Cats and dogs are always at the center of everything we do. As part of Mars Incorporated, we are empowered to champion what matters most to us: creating a Better World For Pets. Our commitment drives us to continually advance pet health and wellbeing, ensuring every pet can thrive.

About the role: This role will be working for Mars Incorporated within our Royal Canin segment, where we advance pet health through tailored nutrition and scientific expertise.

Role Title: Customer Support Lead - Operations
Location: Melbourne, Victoria
Hours: Full-time, Hybrid working
Reporting to: Customer Experience Manager

This role is responsible for day-to-day operations and providing exceptional service to our valued customers to ensure that their ongoing interaction with our business and our brands is a consistent and positive experience. This role ensures the effective management of customer enquiries, orders, and issue resolution while meeting service level agreements and performance metrics. Partnering closely with the Customer Experience team and key stakeholders, you will drive continuous improvement, collaboration, and a strong customer-first mindset.

Crucial to this role will be performance coaching, workflow optimisation and proactive problem-solving to support business goals. Enhance customer experience by leveraging emerging technologies and practices to deliver faster, smarter, and more Intuitive interactions.

What you’ll do:

• Ensure customer needs are met through efficient operations and high-quality service delivery.

• Act as the first point of escalation for complex customer enquiries, resolving issues with empathy and a solutions-focused approach.

• Be the primary contact for internal enquiries from teams such as Sales, Finance and Logistics.

• Report on key metrics & deliverables on required frequency, i.e. weekly, monthly

• Support the Customer Experience Manager in developing and implementing initiatives that improve efficiency and customer value.

• Set high quality team standards and being the benchmark for Customer Support responsibilities

• Partner with the Logistics team to ensure outbound service accountability.

• Monitor, report on and analyse key KPIs and service metrics (weekly and monthly).

• Set the standard for service excellence and be a role model for best-practice customer support.

Your experience and passion:

• Bachelor’s degree in business management/commerce or related discipline.

• 4+ years’ frontline experience, with a proven ability to balance customer needs and business priorities when making decisions.

• Demonstrated experience in workforce optimisation

• Strong capability in building, analysing and interpreting reports to uncover key gaps and drive meaningful, actionable improvements.

• Strong communication and influencing skills.

Why you’ll love working for Royal Canin:

• Purpose: A segment truly passionate about the health of pets, people and the planet with opportunities to support our community partners, including the RSPCA and Seeing Eye Dogs Australia and Blind & Low Vision Guide Dogs in New Zealand.

• People: A culture that values your contributions, fosters leadership, and recognises the impact you make. Your work truly matters here.

• Development: Shape your career with personalised development and real opportunities to grow from day one.

• Enjoy a team and business environment that is invested in helping you manage and grow your energy for work and life.

• Complimentary Royal Canin pet food for your cat or dog. Dogs are also welcome in our offices.

Internal applicants: This role has been graded as a B4 opportunity, please discuss your application with your line manager including obtaining their endorsement.

Applications close: Sunday, 15th February 2026

Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, 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.

We know everyone’s needs are different, and we’re committed to making our application process accessible and supportive for all candidates. If you require any adjustments along the way, simply let us know in your application form. We’ll work with you to understand what will help you feel comfortable and supported.