Consumer Care Manager - Mars Food & Nutrition Europe

Mars; Waltham on the Wolds; On-site; GBP 40,000 - 60,000; Full time

Job summary

Mars is seeking a Consumer Care Manager to lead operations across UK, France, and Germany. This role focuses on enhancing the consumer experience through data-driven decisions and effective management of third-party services, offering a chance to work in a purpose-driven company committed to betterment.

Benefits

Comprehensive learning and development support

Collaborative work atmosphere with diverse associates

Competitive salary and benefits, including bonuses

Qualifications

• Experience in consumer care, relevant education and training.
• Fluent in English and either French or German.
• Experience in crisis management and corporate communications.

Responsibilities

• Oversee consumer care operations in multiple markets.
• Manage third-party contact centres and enhance service experience.
• Drive continuous improvement in consumer care using data.
• Foster networks for a consumer-centric environment.

Skills

Data-driven decision making

Crisis management

Consumer care expertise

Fluency in English

Fluency in French or German

Contact centre management

Job description

Consumer Care Manager - Mars Food & Nutrition Europe, Waltham on the Wolds

Location: Waltham on the Wolds, United Kingdom

Job Category: Other

EU work permit required: Yes

Start date: January 2025

Job Description

The Consumer Care Manager will oversee the end-to-end consumer care operations in three European markets (UK, France, Germany) and support other markets. The role can be based in the UK, France, or Germany.

Responsibilities include:

• Leading the consumer care operations and managing third-party contact centres.
• Defining and enhancing the service experience, prioritizing initiatives to maximize value.
• Driving continuous improvement in the consumer care journey using data-driven decisions.
• Fostering internal networks to create a consumer-centric environment.

Qualifications:

• Experience in consumer care, with relevant education, training, and skills.
• Fluent in English and either French or German.
• Experience in crisis management and working with corporate communications.
• Previous experience managing contact centres.

What Mars Offers

• Collaborate with over 140,000 diverse associates guided by The Five Principles.
• Purpose-driven company committed to building a better tomorrow.
• Comprehensive learning and development support, including Mars University.
• Competitive salary and benefits, including bonuses.

Mars is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. Assistance or accommodations are available upon request during the application process.