Mars
North Europe Consumer Care Cluster Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
North Europe Consumer Care Cluster Lead
Job Title: Pet Parent Partner – Consumer Care Cluster Lead
About the Role
Pet Parent Partners (previously called Consumer Care) drive trust, retention and advocacy among pet owners by championing their voice within Mars and our brands.
As the Pet Parent Partner Consumer Care Cluster Lead, you’ll support the Pet Parent Partner European Operations Manager in creating a best-in-class service organisation. Your role will focus on:
- Delivering cluster-specific training
- Managing cluster knowledge bases
- Assisting with escalations
- Championing pet parental input across brand and marketing teams
- Developing initiatives to enhance the pet owner experience
- Protecting and enhancing the Mars brand reputation
Responsibilities
- Collaborate with the European Operations Manager to identify, measure and improve opportunities in:
- Agent performance
- Processes
- Tools
- Training
- Assist in cluster-specific training and highlight gaps for tailored learning support
- Oversee compensation/voucher processes and manage cluster budgets locally
- Support the Operations Manager in regional compensation and voucher administration
- Organise and maintain local internal knowledge bases, ensuring updates on product launches and market-specific information
- Partner with Cluster Marketing, Corporate Affairs and Sales to align campaigns, events and messaging with Consumer Care objectives
- Develop Pet Parent communications on key business initiatives and quarterly/ad-hoc reporting
- Represent pet owner insights across cluster business processes to drive continuous improvement
- Act as the primary point of contact for escalations, ensuring thorough resolution to maintain trust
- Contribute to Crisis Management (e.g., recall handling, social media monitoring) to safeguard brand integrity
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Requirements
Skills & Qualifications
- Organisational skills capable of prioritising tasks in a fast-paced, reactive environment
- Clear and engaging communication (verbal and written) in multiple tones for diverse stakeholders
- Proven leadership in maintaining team engagement
- Ability to create analytical and engaging reporting for leadership
- Technical comfort with tools like Salesforce and Microsoft Office
- Minimum 5+ years experience in relevant fields (e.g., customer service, consumer relations, issue management)
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Personality & Workstyle
- Service-oriented mindset with a focus on solving problems and delivering outstanding customer experiences
- Ability to work independently and remotely while collaborating effectively
- Confidence in engaging with multiple stakeholders (e.g., senior leaders, marketing teams)
- English fluency
- (Preferred) Personal experience as a pet owner
What We Offer
Working at Mars means building a better future for pets—and people. Expect: ✔ A collaborative, values-driven work culture guided by the Five Principles ✔ Competitive salary and benefits package, including performance-based bonuses ✔ Access to Mars University, with dedicated learning and development support ✔ Engagement with diverse, talented colleagues who share your passion for pet care and innovation
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills