Share this Job

Consumer Experience Lead - Franklin, TN


Franklin, TN, US

JOB CATEGORY:  Corporate Affairs

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.


External Title: Consumer Experience Lead

Internal: 3P Team Lead (Pet Parent Partners)

Franklin, TN


The Pet Parent Partners (3P) Team Lead plays a crucial role in providing exceptional care and a positive experience to pet parents and our frontline teams. This role is expected to help reduce pain points and provide expert advice to Pet Parents and frontline teams by demonstrating curiosity, being obsessed with listening to understand, taking ownership and following through and bringing proactive solutions that will help frontline teams better solve the needs of pet parents and their furry friends.  


What we are looking for:

  • High School Diploma Required
  • Bachelor's degree in Public Relations, Marketing/Business, Science/ Technology, or Animal Science preferred
  • Experience with problem solving and critical thinking skills. 
  • Proven organizational skills. 
  • Positive, service-oriented attitude. 
  • Minimum 1 year of experience in related work (customer service, technical services, consumer relations, etc. 
  • Experience in customer service or consumer care preferred 
  • Fluent in French or Spanish is a plus 

What the key responsibilities are:

  • Be available to our Pet Parent frontline service teams to answer more advanced and difficult situations and help resolve them in a speedy and rigorous way 
  • The lead will take ownership of escalated situations ensuring pet parents are fully satisfied and continue to trust and buy our products and services. 
  • The lead will proactively reach out to resolve negative feedback received from pet parents 
  • The lead will actively monitor phone, email, live chat, social media and webform communication channels queues and jump in as needed
  • The lead will actively seek to understand where improvements can be made across systems, workflows and processes to enhance team efficiency and improve pet parent experience
  • The lead will help drive a culture of surprising and delighting our pet parents and actively driving a culture of going above and beyond to meet their needs. 
  • The lead will lead initiatives to proactive gather feedback and insights to improve the function and provide insights to the business 
  • Take ownership for high-touch issues and escalate ias required 
  • The lead will actively drive team quality checks and audits to ensure the teams are delivering across team values, behaviours, and operational metrics

What can you expect from Mars? 

  • The opportunity to learn, develop and take charge of your own career. 
  • An industry competitive compensation package including generous benefits (i.e. 401k, health, etc.)    
  • Commitment to our Purpose and our Five Principles. 
  • An environment where all Associates feel valued, supported and comfortable being themselves at work. 
  • Commitment to make A Better World For Pets™ a world where they’re healthy, happy and welcome.   
  • Opportunity to bring your pet to work. 




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.


Nearest Major Market: Nashville

Job Segment: PR, Marketing