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Global Consumer Care Manager F/M

LOCATION: 

0, 30, FR

JOB CATEGORY:  Corporate Affairs
REQUISITION NUMBER:  154451

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

 

About Mars, Incorporated

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

Job Description

Are you passionate for cats and dogs? Is Customer & Consumer Services in your DNA? Have you transformed Customer & Consumer Services in a digital everywhere business environment? Are you inspired by leading global teams? Do you like the idea of seeing how your work impacts the bigger picture? Answer yes to these and you’ll fit right in here at Royal Canin- the global leading brand in pet health nutrition. Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. We are Royal Canin, a division of Mars Incorporated. We are passionate for cats and dogs and our mission is to make a better world for pets. Simply because they make a better world for us.

 

Job Overview:

The Global Customer & Consumer Service Manager will be responsible for setting the global area’s strategy and organization under sponsoring of the Global Corporate Affairs Vice President. She/he will lead the transformation of an analogic costumer & consumer service to a digital everywhere business environment. Among the responsibilities, the successful candidate will have to develop the group’s capabilities on social media listening & engaging, contact center infrastructure, and services to customers or consumers. The job holder will lead the consumer care function globally animating a community of over 100 employees. The role has many interfaces aiming to listen to consumers/customers, creating input into innovation, and providing services. The main interfaces will be Corporate Affairs (other functions and markets), Marketing, Manufacturing, and R&D.

 

Principle Job Requirements

  • Creates functional strategies and specific objectives for the area
  • Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
  • Develops service level standards focused on response times and issue resolution.
  • Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
  • Guarantee a consistent multi-channel Customer Experience (Calls, Emails, Chat, Social Media, Mobile…).
  • Develops and oversee social media monitoring (listening and engaging) on various platforms (website, Facebook, Twitter, blogs, forums, etc).
  • Partner closely with affiliates’ Customer Service teams to share best practices.
  •  

Qualifications

  • Master required.
  • 7+ years of experience in leading customer & consumer service
  • Proven experience in leading social media management
  • Experience in implementing tools like Sales Force, Zendesk, and CRM integration
  • 3-5 years of management experience
  • Fluent in English in mandatory

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


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