Mars
Pet Parent Partners Consumer Care Cluster Lead
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Job Title: Pet Parent Partner – Consumer Care Cluster Lead
Role: 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, and bringing the voice of the Pet Parent into our business.
Working alongside the Pet Parent Partner European Operations Manager, the Pet Parent Partner Consumer Care Cluster Lead will actively assist in delivering a best-in-class service organization that drives pet parent trust, retention, and advocacy.
Key responsibilities include:
- Developing Cluster-specific training
- Managing a knowledge database
- Assisting with escalations
- Championing the voice of the Pet Parent within their Cluster
- Collaborating with brand and marketing teams to enhance experiences
- Contributing to projects designed to improve the pet parent experience
Responsibilities
Service & Operational Delivery
- Work with the Pet Parent Partner European Operations Manager to identify, measure, and improve opportunities in agent performance, processes, tools, and training within the assigned market.
- Assist in developing and delivering Cluster-specific training.
- Identify gaps in training and propose improvements.
- Manage local compensation/voucher processes and oversee local/Cluster budgets.
- Support the Operations Manager in overseeing regional compensation/voucher administration.
- Create, organize, and maintain all local internal knowledge base content.
- Stay updated on product launches within the Cluster/Market.
- Collaborate with Cluster Marketing, Corporate Affairs, and Sales to align Consumer Care with upcoming campaigns and communications.
- Develop pet parent-facing messaging to address key business issues.
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Reporting & Advocacy
- Provide quarterly and ad-hoc reporting representing the voice of the Pet Parent for the Cluster.
- Utilize Pet Parent data insights to drive improvements within and outside Consumer Care.
- Represent the Pet Parent voice in relevant business processes.
Escalations & Crisis Management
- Act as the Point of Contact (POC) for Cluster escalations, ensuring they are fully investigated and resolved while maintaining long-term pet parent trust.
- Deploy Crisis Management response (e.g., recall management, Social Media monitoring) as part of the wider Mars Crisis Management team.
Regional & Strategic Projects
- Support the Regional team on ad-hoc projects to improve pet parent experience across the region.
Requirements
Skills & Attributes
- Proven organizational skills with the ability to thrive in fast-paced environments.
- Exceptional written and verbal communication skills, ensuring clear and adaptable messaging.
- Leadership within a team environment while maintaining high engagement levels.
- Ability to produce compelling content and reports for stakeholders.
- Strong capacity to prioritize tasks in a reactive, operational setting.
- Service-oriented mindset with digital tool proficiency (Salesforce, Microsoft Office).
- Fluency in English.
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Experience & Competencies
- Minimum 5+ years’ experience in roles such as:
- Customer service
- Technical services
- Consumer relations
- Issues management
- Comfort working independently and remotely.
- Confidence in managing relationships with multiple stakeholders both externally and internally.
- Bonus points for pet ownership experience.
Benefits & Company Culture
Join Mars, a purpose-driven company working to build the future we want today. Expect:
- A supportive environment guided by the Mars Five Principles:
- Quality
- Responsibility
- Mutuality
- Efficiency
- Freedom
- Best-in-class learning with Mars University offering development opportunities.
- Competitive salary and benefits, including company bonuses.
- Collaborate with diverse, talented associates worldwide.
With $35B+ in global sales, Mars is home to world-famous brands like M&PPE SQUIZZ CYROY M DOI WDB PGEZ VTZ OLD HCA BUYRY RYDING (M&M’s®, Snickers®, Twix®, Dove®, Pedigree®, Royal Canin®, Whiskas®, PureBites®, Orbit®, 5™, Skittles®, Ben’s Original®, Cocoavia™).
Our business also extends to connected pets through:
- Banfield Pet Hospitals™
- BluePearl®
- Linnaeus
- Anicura
- VCA™
- PetPartners™
Headquartered in McLean, Virginia, Mars operates across 80+ countries, empowering 140,000 associates to create positive change.
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