North Europe Consumer Care Cluster Lead

Job Description:

Job Description

Pet Parent Partners, previously called Consumer Care, play a vital role in building and maintaining the trust that our consumers, (Pet Parents) have in Mars and our brands, and bringing the voice of the Pet Parent into our business.
Working alongside the Pet Parent Partners European Operations Manager, the Pet Parent Partner Consumer Care Cluster Lead will actively assist in the delivery of a best-in-class service organization that drives pet parent trust, retention and advocacy.
They will be delivering Cluster specific training, managing the Cluster related knowledge database, and assisting with escalations. All the while championing the voice of the Pet Parent within their Cluster, working closely with brand and marketing teams, working on projects to improve the pet parent experience and protecting and enhancing our reputation.

Responsibilities

• Work with the Pet Parent Partner European Operations Manager to identify, measure and improve opportunities in agent performance, processes, tools and training for your market. Assist in any Cluster specific training. Work with the Operations Manager to identify gaps and highlight areas which could be developed for training

• Manage the local compensation/voucher processes and oversee any local/Cluster budget.

• Support the Ops Manager in overseeing any regional compensation/voucher processes.

• Create, organize and maintain all local internal knowledge base content. Keep updated with product information e.g. Cluster/Market specific product launches

• Partner with Cluster marketing, corporate affairs and sales to stay informed of upcoming campaigns and events and ensure they are committed to supporting the objectives of Consumer Care.

• Partner with Cluster marketing teams to develop appropriate messaging for Pet Parents on key business issues and initiatives as required.

• Quarterly and Ad-Hoc reporting representing the voice of the Pet Parent for their Cluster. Represent the voice of the Pet Parent in relevant Cluster business processes, using Pet Parent data & insights to drive continuous improvement from both within and outside our function.

• Protect the business by being POC for escalations for your Cluster. Ensure they are fully investigated and resolved in a way that builds long-lasting trust with our pet parents.

• Part of the Crisis Management team for all Cluster Consumer related crises; Understand Mars’ Crisis Management processes and effectively deploy consumer related crisis response e.g. Recall management, Social Media monitoring.

• Support the Regional team with ad-hoc projects to Improve the Pet Parent experience across the Region.

What do we look for:

• Proven organizational skills.

• Excellent communications skills: An ability to communicate clearly and flexibly in the appropriate tone in both oral and written form is critical

• A successful applicant will demonstrate leadership within a team environment, maintaining engagement.

• Ability to provide engaging and accurate content and reporting to stakeholders

• Able to prioritize within a highly reactive and fast-paced operational environment.

• Positive, service-oriented attitude.

• Comfort in working with digital tools and systems. EG Salesforce, Microsoft Office

• Minimum 5+ years of experience in related work (customer service, technical services, consumer relations, Issues management, etc.)

• Comfort In working independently and remotely

• Confident in speaking with a large amount of stakeholders

• Fluent in English

• Being a pet parent would be a plus

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.