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Consumer Care Manager

3 months ago

Waltham, United Kingdom Mars Full time

Job Description:

The role can be based in UK, France or Germany.

Start date: January 2025.

Our consumer care operations are critical to our business and brand reputation and helping us live our purpose of Better Food Today, Better World Tomorrow. In this new role, the Consumer Care Manager is responsible for delivering the end to end Consumer Care operation in 3 of our Food & Nutrition European Markets – UK, France & Germany as well as supporting our consumer operations in other Food & Nutrition European markets.

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What are we looking for? 

  • You will have consumer care experience and combination of education, training and experience that provides the required knowledge, skills and abilities.
  • You will be able to speak English plus French or German language skills.
  • You will have previous experience with crisis management and working closely with the corporate communications team.
  • You will have previously managed contact centres.

What will be your key responsibilities? 

  • You will lead the Consumer Care operation in the region, overseeing the third party contact centre operations and working closely with Associates across a number of functions (Marketing, Supply, Q&FS).
  • You will define and own the service experience, ensuring initiatives are prioritized to maximise value delivery.
  • You will drive the continuous improvement of the end to end consumer care journey; use data led decision making to represent the consumer in business decision making.
  • You will foster internal networks to create a sustainable consumer centric environment that ensures Mars Food & Nutrition is equipped to deliver relevant service.

What can you expect from Mars? 

  • Work with over 140,000 diverse and talented associates, all guided by The Five Principles.  
  • Join a purpose driven company, where we’re striving to build the world we want tomorrow, today. 
  • Best-in-class learning and development support from day one, including access to our in-house Mars University. 
  • An industry competitive salary and benefits package, including company bonus.  

Find out more about what Mars can offer you by visiting our Global Careers site. 

 

 

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.