Job Information
Mars Regional Consumer Care Manager (m/f/d) in Waltham, United Kingdom
Job Description:
Our consumer care operations are critical to our business and brand reputation and helping us live our purpose of Better Food Today, Better World Tomorrow.
Reporting into the Regional Senior Director of Corporate Affairs, the Consumer Care Manager is responsible for delivering the end to end Consumer Care operation across our Food & Nutrition European Markets. They will be the champion of our consumer service journey in the region and partner closely with functional partners including Marketing, Q&FS and Supply.
This role will also work on global consumer care projects and support the global Food & Nutrition CA team as needed.
They will be responsible for delivering a consumer care operation that mitigates risk, builds trust and drives advocacy with Mars Food & Nutrition consumers.
What would be you key responsibilities?
Lead the Consumer Care operation in the region, overseeing the third party contact centre operations and working closely with Associates across a number of functions (Marketing, Supply, Q&FS, Legal, SRA)
Define and own the service experience, ensuring initiatives are prioritized to maximise value delivery
Drive the continuous improvement of the end to end consumer care journey; use data led decision making to represent the consumer in business decision making, inform more efficient ways of working and positively drive the consumer experience
Foster internal networks to create a sustainable consumer centric environment that ensures Mars Food & Nutrition is equipped to deliver relevant service
Oversee consumer care budgets, forecasting & management
X-segment negotiation & collaboration
What we are looking for?
Strong background in consumer care, supported by relevant education, training, and practical experience
Experience in consumer communications and customer service
Experience in contact centre operations and management
Previous hands on experience with Salesforce
Solid understanding of business processes
Ability to manage issues and crises effectively
Experience in contact centre operations and management
Navigates Complex Challenges
Proficiency in English and German
What can you expect from Mars?
Work with over 140.000 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.
Qualifications
Action Oriented
Drives Results
Manages Complexity
Manages Ambiguity
Communicates Effectively