D2C Customer Experience Manager, Europe

Based Amsterdam in our new D2C hub

In 2020 Mars launched our D2C Petcare vision and strategy, with the aim of creating a better world for pets, by directly serving them and their pet parents. We know that pet parents of the world (and their pets) now desire a deeper connection with the businesses and brands that serve them. We’re now driving toward a future where over 100 million pet parents have better communities, deeper experiences and a sense of trust and belonging – and we need great talent like you to help us achieve our goals.

This is your opportunity to join us as a Service Experience Lead, collaboratively building and driving a seamless service experience across touchpoints throughout the consumer journey.

What are we looking for?

You’ll be experienced in providing best-in-class D2C service experience solutions, particularly within a growing business
You’ll be capable at auditing consumer needs, conducting needs analysis and ecosystem mapping across the business and process driven solutions
Cost and budget management will come naturally to you, helping keep costing as well as project timelines through great project management
Stakeholder management will be a particular passion whilst you influence across all levels of the business
 

What would be your key responsibilities?

You’ll develop, implement, and maintain D2C service infrastructure through delivery of ‘a Expert Center and its ongoing connection to our D2C brands
You’ll closely partner the Expert Center and regional leads to deliver against the D2C service experience roadmap, whilst delivering results to the business
Partner internal and external teams to deliver process driven solutions and best practice, ensuring our D2C business strategy continues to evolve
 

What can you expect from Mars?

The opportunity to see your work and its impact across a global business, entering into the world of D2C
We’ll invest in your development both professionally and personally, through world-class training and development, including through Mars University
You’ll impact the lives of millions of pet owners across the world, working with a purpose driven, and ethical business, guided by our Mars Purpose and Five Principles.
You’ll be offered flexibility within you work, as well as a highly competitive compensation and benefits package.

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