Head of Collaboration and Customer Services

Job Description

Job Description:

Are you ready to shape the customer experience for some of the world’s most loved brands?

We are looking for a visionary Head of Collaboration & Customer Service UK & Ireland (CCS) to lead excellence across the Order-to-Invoice process and Customer Collaboration function.

This is a unique opportunity to take on a senior leadership role within Supply Chain, partnering closely with commercial teams to deliver seamless service across Snacking, Food & Nutrition, and Pet Nutrition portfolios.

What will be your key responsibilities?

As the strategic interface between the business and its customers, you will:

• Lead Customer Collaboration & Service Excellence
  • Own the end-to-end Order-to-Invoice (O2I) process
  • Ensure flawless order execution and clear, proactive customer communication
  • Act as the escalation point for complex service challenges
• Drive Transformation & Innovation
  • Champion automation and touchless order processing
  • Identify and implement continuous improvement initiatives
  • Leverage data and insights to enhance service delivery
• Build Strategic Partnerships
  • Develop collaborative improvement plans with key customers
  • Strengthen relationships across Sales, Logistics, Finance, and external partners
  • Represent Customer Care within the UK, Ireland & Nordics Supply Chain Leadership Team
• Lead & Develop High-Performing Teams
  • Manage and coach a team of managers and specialists
  • Foster a culture of accountability, growth, and excellence
  • Provide technical and functional guidance across the organization
• Deliver Performance Results
  • Own and improve key supply chain and customer service KPIs
  • Balance operational priorities with strategic goals
  • Ensure alignment with broader business plans and policies

What are we looking for?

• Proven leadership experience managing managers and cross-functional teams
• Strong background in Customer Service / Customer Care within Supply Chain
• Experience with Order-to-Cash / Order-to-Invoice processes
• Demonstrated success in driving process improvement and automation
• Excellent stakeholder management and communication skills
• Strategic thinker with strong operational execution capabilities

What can you expect from Mars?

• Work with 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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