A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

The Global Consumer Care scope is about enabling markets to drive brand awareness through health/vet/nutritional solutions and advice to consumers and customers, effectively managing inbound/outbound traffic to our services both online and on traditional channels, facilitating online knowledge sharing.

The Global Consumer Care Senior Manager will implement the Royal Canin`s Social Media and Consumer Care strategy in the Corporate Affairs environment with a dedicated geographical scope to ensure global/local proximity and localized approach.

This role is part of the global Corporate Affairs org. and requires a 100% customer oriented profile, thorough and continuous interlock with all other global stakeholders (corporate communications, regulatory affairs, scientific communications, digital marketing, and brand), as well as global leadership and other entities within Royal Canin and Mars, ensuring consistency and cultivating a customer experience culture across the board.

WHAT ARE WE LOOKING FOR?

• Experience on contact center management & social media customer service ecosystem, data, KPI and infrastructure
• Consumer care related team management and leadership for online and offline customers in a B2C environment
• Strong proven ability to analyze complex/ abstract data and build crisp insights with action plans
• Extended knowledge of Social Media platforms, brand & social media ecosystem data
• Program/ Project Management knowledge/ approach is preferred
• Good written and verbal communicatin skills in English, other major languages are a plus
• Willingness to work in an international environment with people based worldwide.

WHAT WOULD BE YOUR KEY RESPONSIBILITIES?

• Program manager for the global corporate affairs customer care organization to drive contact center infrastructure set up and social media culture adoption with an obsession for customer centricity and experience. Drive key Consumer Care programs to completion with clear deliverables, impact and measurable actions within Consumer Care and across function/ division at Royal Canin
• Recommend and implement a strategy of softskills development for all consumer care and social care associates to onboard and scale at global/regional/market level & ensure that traditional channels are secured and efficient through training and technology. Build a talent development model for the on/offline consumer care environment, from onboarding to day to day operations
• Act as People & Governance lead for RC Consumer Care/Corporate Affairs and potentially backup the global Director at global and regional meetings.Drive Consumer Care associates to deliver a best in class premium service with an omnichannel approach by adapting the global vision according and adapting to market maturity and readiness
• Directly involve, collaborate and drive stakeholders on high visibility projects (ex. social media technology adoption, CRM deployment planning, Knowledge management strategy, etc.).Generate insights in tight collaboration with transversal stakeholders to build added value to all new RC services (eCommerce, etc).
• Be an active member of cross functional/division projects to drive Corporate Affairs Consumer Care message and listen to feedback and needs. Constantly seek for opportunities to drive contacts to/from new online services by closely working with other departments

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.