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Mars Pet Nutrition is engaging in a Customer Excellence transformation. This transformation will focus on elevating the capabilities required to win with winning customers, to enable operating entities. Five priority capabilities have been identified, one of which being 'Customer Experience & Talent'.

The Global Director Customer Experience & Talent reports to the VP Customer Excellence and plays a critical role in elevating Customer Experience across geographies, by defining and institutionalizing global standards & capabilities, and working together with Market Leadership to improve customer activation across the enterprise. The Director will also foster talent development across the Sales organization, through proactive and Intentional talent management, strengthening Mars Pet Nutrition ability to create long-term mutually valuable partnerships with our Top customers.

The mandate aims at building high-Impact partnerships through superior customer engagement, actively strengthening customer-centricity from General Managers to Key Account Managers and Field Sales, while fostering Sales talent management and capability development to create a structural advantage for the organization.

What are we looking for?

• 12–15+ years of experience in Sales for a CPG company, including previous position as Market Sales Director

• Experience developing high-performing sales organizations and building long-lasting customer relationship fostering mutual value creation

• Proven understanding of customer engagement models, Joint Business Planning, and selling approaches in complex retail environments

• Strong leadership skills, able to partner and influence other stakeholders to actively drive excellence in customer experience for Mars Pet Nutrition

• Pragmatic change agent, with natural appetite for identifying & developing talent

• Skilled in challenging and influencing organizational practices, with the ability to advocate for necessary changes to optimize business processes

• Proven track record of driving cultural change and elevating customer-centric mindsets across geographies and leadership levels.

• Exposure to digital tools, CRM systems, or customer analytics platforms supporting engagement excellence preferred.

As part of the Global Commercial Excellence ecosystem, the Global Director Customer Experience & Talent defines and institutionalizes best-in-class Customer Experience standards and Sales Talent frameworks across the enterprise. The role sets the global vision for how Mars Pet Nutrition engages Winning Customers, embeds disciplined Joint Business Planning as the backbone of strategic partnerships, and builds the capabilities and talent pipeline required to consistently deliver differentiated customer impact.

Key Responsibilities:

Design and own best-In-class customer experience methodology & standards

• Build and develop customer-centric methodology and standards to drive high-impact Customer experience and activation across Operating Entities, grounded in deep understanding of customer dynamics

• Set customer engagement methodology and standards from GM to KAM / Field force levels (e.g., top customer moments), ensuring full consistency with Global strategic customer & channel management

• Institutionalize Joint Business Planning standards as the backbone of strategic partnerships and foster sharing of best engagement practices across Operating Entities

• Define and govern the long-term Customer Experience capability roadmap, including digital enablement

• Partner with Digital teams to define & deploy standard customer toolkits (account performance packs, proposal templates, objection handling guides)

Embed best-In-class customer experience into local customer routines

• Drive change management and ensure methodology and standards are embedded into local routines

• Foster a customer-centric culture and elevate engagement discipline across Operating Entities

• Challenge & coach Operating Entities and Top Markets on their customer engagement plans to continously strengthen Customer experience, in partnership with GMs / Sales Directors

Steer customer experience performance across the enterprise

• Establish a robust governance model to steer Customer experience across the organization

• Define associated performance framework, with clear standardized KPIs to measure impact and discipline, cascaded from Global to Markets

• Set enterprise-level annual targets for customer engagement levels and JBP quality

• Drive governance to track (i) adoption of best-In-class methodologies & standards, and (ii) impact on Customer experience

• Provide regular visibility to leadership on progress, impact, key risks, and decision/escalation topics within scope

Steer and manage talent pipeline to deliver best-In-class customer experience

• Define capability model for customer-facing roles & own competency framework, certification & coaching routines

• Partner with HR to set talent pipeline requirements for priority accounts, identify high-potential Sales individuals and actively manage & develop talent pool across the Sales organization

• Establish global capability development programs aligned to global customer experience priorities

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.

• A strong focus on 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.

#TBdigital

Qualifications Optimizes Work Processes; Strategic Mindset; Ensures Accountability; Communicates Effectively; Builds Networks; Persuades; Manages Complexity; Customer Focus

Req ID R151459