Mars
Pet Parent Partners Consumer Care Cluster Lead
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Pet Parent Partners Consumer Care Cluster Lead
Pet Parent Partner – Consumer Care Cluster Lead
Pet Parent Partners, previously called Consumer Care, play a vital role in building and maintaining the trust that our consumers, (Pet Parents), have in Mars and our brands.
Working alongside the Pet Parent Partner European Operations Manager, the Pet Parent Partner Consumer Care Cluster Lead will actively assist in the delivery of a best-in-class service organization that drives pet parent trust, retention and advocacy. This role champions the voice of the Pet Parent within their Cluster, delivers training, manages escalations, and collaborates with business teams to enhance the consumer experience.
Responsibilities
- Work with the Pet Parent Partner European Operations Manager to analyze agent performance, processes, tools, and training opportunities within your market.
- Assist with Cluster-specific training and identify knowledge gaps for training development.
- Manage the local compensation and voucher systems, as well as Cluster/regional budgets.
- Create and maintain an internal knowledge base with updated product information.
- Collaborate closely with marketing, corporate affairs, and sales to align campaigns with Consumer Care objectives.
- Partner with marketing teams to develop messaging for Pet Parents on key business initiatives.
- Provide quarterly and ad hoc reporting, representing the Pet Parent voice in business discussions and driving data-driven improvements.
- Act as the primary point of contact (POC) for escalations within the Cluster, ensuring timely investigations and trust-building resolutions.
- Work with the Crisis Management Team, including recall coordination and social media monitoring.
- Support Regional teams with pet-centric projects to enhance the overall Pet Parent experience.
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What We Look For
- Organizational skills to manage multi-faceted responsibilities effectively.
- Excellent communication, orally and in writing, while adapting tone to engage stakeholders.
- Demonstrated team leadership with a focus on employee engagement.
- Ability to produce clear, actionable reporting for executive stakeholders.
- Strong time management in a fast-paced, reactive environment.
- Customer-service oriented mindset with a proactive approach.
- Digital proficiency, including tools like Salesforce, Microsoft Office.
- Minimum 5+ years’ experience in related fields (customer service, technical support, consumer relations, issues management, etc.).
- Comfort with remote, independent work.
- Fluent English required; pet ownership is a plus.
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What You Can Expect
- A collaborative environment with diverse professionals aligned by Mars’ Five Principles.
- A purpose-driven workplace, actively shaping future solutions for pets and people.
- Unparalleled learning and development through Mars University, along with career advancement opportunities.
- Competitive compensation, benefits, and bonus structure for operational excellence.
(This role is designed for passionate pet lovers who thrive in high-energy company-centric settings.)
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Jessica, London
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