Job Description:

As Pet Parent Partners (previously called Consumer Care), we play a vital role in building and maintaining the trust that our consumers have in Mars and our brands and bringing the voice of the Pet Parents into our business. 
 
Reporting into the Regional Lead and working alongside the EU Pet Parent Partners Operations Managers, MS&D, Corporate Affairs and other internal stakeholders, you actively empower our frontline teams in the delivery of a best-in-class service.
 
Your daily focus is to champion the voice of the German consumers to improve the Pet Parent experience and protecting and enhancing our reputation.  

Proven track record in related work field like Customer Service, Technical Service, Consumer Relations, Issues Management or similar

Positive, service-oriented attitude with the ability to communicate clearly and flexibly in the appropriate tone in both oral and written form (German and English)

Ability to prioritize within a highly reactive and fast-paced operational environment 

Experience in team and stakeholder management focusing on engagement and collaboration

Comfort in working with digital tools and systems like Salesforce and Microsoft Office 

Being a Pet Parent yourself would be a plus 

Work with the Pet Parent Partner Operations Manager to identify, measure and improve opportunities in agent performance, processes, tools and training for Germany while assisting in all language or country specific training.

Create, organize and maintain all local internal knowledge base content. Keep updated with product information e.g. nutritional content, new products  

Research & co-ordinate knowledge for Consumer Care: working with Stakeholders across all functions to ensure that our frontline team has the information and resources they need to deliver a service to our consumers that is consistent with our Five Principles, including business and brand information, training and activity briefings. Work with the Operations Lead to identify gaps and highlight areas which could be developed for regional training

Manage the local compensation and oversee budget.

Act as a liaison between the Pet Parent Partners EU Consumer Care team and M&SD, partnering with the brand teams to understand upcoming initiatives, promotions and product changes and relaying the information back to the team 

Partner with Community Managers to develop appropriate messaging for consumers on key business issues and initiatives as required.

Monthly, Quarterly and Ad-Hoc reporting representing the voice of the consumer for their market. Represent the consumer in relevant local business processes (such as QMR), using consumer data & insights to drive the voice of the consumer into the business such that it is heard, understood and acted on.

Understand local sales, marketing and digital strategies and the drivers of corporate and brand reputation to ensure that we positively and consistently represent our brands and business to our consumers.

Support local stakeholder engagement ensuring key business partners understand and are committed to supporting the objectives of Consumer Care.

Protect the business by being early evaluator of risks and opportunities and escalating appropriately. Ensure they are fully investigated and resolved in a way that builds long lasting trust with our pet parents.

Part of the Crisis Management team for all Consumer related crises; Understand Mars’ Crisis Management processes and effectively deploy consumer related crisis response e.g. Recall management, Crisp alert, Social Studio monitoring.

Responsible for the Local Petcare Segment Care Standard delivery and annually audit process including overseeing quality standards, performance reporting and training tracking

Work closely with internal stakeholders to help shape and implement our overall Pet Parent Partners strategy and ensure the Pet Parent Partners team is proactively driving business priorities (MS&D, COE digital teams, Corporate Affairs and agencies)

Be the point of contact and intermediary between local Corporate Affairs and the Pet Parent Partners Operations Manager

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.