Pet Nutrition Advisor - Fixed Term

Job Description:

Role Title: Pet Nutrition Advisor

Hours & Arrangement: Part-Time 0.6 FTE, hybrid.

Fixed Term role until October 2027

Reporting to: Consumer Care Lead

About the Role

Driven by our core Quality Principle, the Consumer Care Pet Nutrition Advisor plays a pivotal role in delivering outstanding brand and service experiences for pet owners, veterinarians, and pet professionals across Australia and New Zealand. Supporting both the Royal Canin and Eukanuba brands, you will act as a trusted expert—recommending diets, handling diverse inquiries, and protecting our corporate reputation.

This is a fixed term part-time opportunity for a motivated Associate looking to broaden their experience in Corporate Affairs, customer excellence, and nutritional science.

This role offers a unique window into how Royal Canin and Eukanuba connect directly with our consumers and the veterinary community. You will build highly transferable skills in stakeholder management, database administration, risk mitigation, and corporate communications—all while contributing to our purpose: A Better World for Pets.

What will you do?

In this role, you will collaborate closely with Corporate Affairs, Digital, Sales, Marketing, and Quality & Food Safety teams to:

• Provide Excellence in Consumer Care: Assist pet owners, vets, and pet professionals by understanding their unique needs, recommending tailored diets, and ensuring an outstanding experience.
• Manage Multi-Channel Enquiries: Efficiently service nutrition and product-related inquiries across email, social media, and telephone.
• Navigate Complex Concerns: Follow robust complaint-handling processes and partner with the Health and Scientific Affairs (HSA) team to craft precise responses for sensitive inquiries.
• Lead System Excellence: Safely collect pet and consumer data, acting as a Key User for our global CRM and escalation systems (including Mars Pulse, Sprinklr, Premier, and Vital).
• Champion Continuous Improvement: Monitor Net Promoter Scores (NPS), gather feedback, and collaborate with the Consumer Care Lead to update standard responses in our Knowledge Bank.
• Be the Voice of the Consumer: Help analyse Mars Pulse data to extract key consumer insights and support the wider Corporate Affairs team.

What will you bring?

To be successful in this role, you will bring a strong mix of customer focus, digital literacy, and passion for pets.

• Background: Veterinary nursing, pet industry experience, or a scientific/nutrition background is preferred.
• Technical Skills: Confident navigating IT platforms (experience with Salesforce or similar CRM systems is a major plus) and a digitally savvy mindset.
• Core Competencies:
  • Exceptional written and verbal communication skills.
  • Strong active listening and conflict resolution capabilities.
  • Effective time management, priority setting, and the ability to multi-task under pressure.
  • A collaborative, team-first attitude with the ability to build strong peer relationships.