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Consumer Care Segment Leader


Slough, WBK, GB, SL1 4LG

JOB CATEGORY:  Corporate Affairs

Consumer Care Segment Leader

Competitive + Exceptional Benefits

Location - Slough


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.


Due to a vacancy in the team, we are recruiting a Consumer Care Segment Leader to work in the Mars Wrigley Confectionery UK Corporate Affairs team in Slough. The role has responsibility for Consumer Care operations for Mars Wrigley Confectionery and Mars Food UK and reports to the Senior Manager, UK External Communications, with the expectation of a strong working relationship with the Head of Corporate Affairs, Mars Food UK.

As the only part of our business that speaks with our consumers every day, Consumer Care has a critical role to play in building and maintaining the trust consumers have in our brands and our company. UK consumers can contact Mars (via an external Contact Centre) by phone, post, e-mail and social channels to ask questions, raise concerns or endorse our products and services. The Consumer Care team is responsible for ensuring that our consumers receive a professional and reputable service consistent with the requirements of the Mars Global Consumer Care Standard.

A key member of the External Affairs team and in a role closely aligned to our Quality Principle, the successful applicant will take the lead in championing the voice of the consumer inside the business and promoting and protecting our corporate and brand reputation in the eyes of our consumers.

In this role you will:

  • Be responsible for the strategic management of the external Contact Centre and the operational lead for Mars Wrigley Confectionery and Mars Food UK Consumer Care.
  • Lead One Mars UK Consumer Care collaboration, including best practice and day-to-day agency management discussions across all UK segments. For example, the jobholder owns the Joint Business Plan with the supplier and ensures continuous improvement for the UK operation
  • Represent the consumer in relevant Mars business processes, using consumer data & insights to drive the voice of the consumer into the business such that it is heard, understood and acted on to create additional business value.
  • Work collaboratively with other functions, such as the Marketing and R&D across Mars Wrigley Confectionery and Mars Food UK to ensure the smooth and effective execution of new product launches, promotions and brand activity from a consumer point of view
  • Line manage the Consumer Care Specialist for Mars Wrigley Confectionery and Mars Food UK (as appropriate during tenure)
  • Research & co-ordinate information for Consumer Care: working with Stakeholders across all functions in Mars Wrigley and Mars Food UK to ensure that our external team have the information and resources they need to deliver a service to our consumers that is consistent with our Five Principles (e.g. business and brand information, training, activity briefings)
  • Identify and provide an early warning of emerging issues to key internal stakeholders and partner with them to to effectively represent the voice of the consumer and minimise potential business risk
  • Provide counsel on best-in-class consumer communications during business as usual and in crisis situations and ensure that consumers contacting Mars Wrigley Confectionery UK and Mars Food UK receive a professional and reputable service consistent with the requirements of the Mars Global Consumer Care Standard
  • Advise on the effective and efficient resolution of critical cases escalated from Contact Centre in a way that upholds the Five Principles and protects our external reputation
  • Partner with External Communications team to develop appropriate messaging for consumers on key corporate and brand issues and initiatives
  • Be part of Mars Wrigley Confectionery and Mars Food UK Crisis Management team for relevant Consumer-related crises and well as execute Mars’ Crisis Management processes and effectively deploy consumer-related crisis response as required e.g. recall management
  • Have responsibility for the management of the Consumer Care budget


To do this role you’ll need:

  • Qualified to degree level and with strong experience in an in-house or agency-side Corporate Affairs, Consumer Care or Communications role. 
  • Excellent oral and written communications style and skilled in adapting communications for consumers to reflect the right tone for the appropriate situation and channel, including experience of digital and social media.
  • Strong experience in issues and crisis management and strong sense of integrity and trust and ability to identify and pre-empt reputational risk is essential
  • Background in and passion for customer service and an understanding of the critical value of that the consumer voice can have on brand and business reputation.
  • Comfort around higher management and ability and experience to confidently provide appropriate counsel on consumer communications during business as usual and in crisis situations
  • Extensive experience of agency management
  • Demonstrates strong leadership within a team environment, maintaining engagement whilst driving for delivery
  • Highly organised with a strong drive for results and able to prioritise and maintain composure while working in a highly reactive and fast-paced operational environment.
  • Experience or comfort in using contact management systems and providing insights from interpreting simple data would be an advantage
  • Knowledge of products/marketing, Quality and/or Food Safety is desireable, but not essential


In return, we offer:

•             Great career progression

•             Range of in-house training opportunities

•             Competitive salary, bonus and range of large company benefits


We know it’s important to you to find out as much about us as possible, so following a review of your CV the first stage will be a telephone interview with the hiring manager and a chance for you to ask lots of questions. If successful you will be invited to an interview day in front of our panel. Don’t worry you’ll have plenty of time to prepare.

Closing date:  Monday 18th February 2019

Job Segment: Call Center, Customer Service

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