At a Glance
- Tasks: Lead a team to enhance pet parent trust and improve customer service.
- Company: Join Mars, a purpose-driven company with a passion for pets.
- Benefits: Competitive salary, bonuses, and access to Mars University for learning.
- Other info: Work remotely in a dynamic environment with diverse colleagues.
- Why this job: Make a real impact on pet parent experiences and brand reputation.
- Qualifications: 5+ years in customer service, strong communication, and leadership skills.
The predicted salary is between 60000 - 75000 £ per year.
Pet Parent Partners, previously called Consumer Care, play a vital role in building and maintaining the trust that our consumers (Pet Parents) have in Mars and our brands, and bringing the voice of the Pet Parent into our business. Working alongside the Pet Parent Partners European Operations Manager, the Pet Parent Partner Consumer Care Cluster Lead will actively assist in the delivery of a best-in-class service organization that drives pet parent trust, retention and advocacy.
Responsibilities:
- Work with the Pet Parent Partner European Operations Manager to identify, measure and improve opportunities in agent performance, processes, tools and training for your market.
- Assist in any Cluster specific training.
- Manage the local compensation/voucher processes and oversee any local/Cluster budget.
- Create, organize and maintain all local internal knowledge base content.
- Partner with Cluster marketing, corporate affairs and sales to stay informed of upcoming campaigns and events.
- Quarterly and Ad-Hoc reporting representing the voice of the Pet Parent for their Cluster.
- Protect the business by being POC for escalations for your Cluster.
- Part of the Crisis Management team for all Cluster Consumer related crises.
- Support the Regional team with ad-hoc projects to improve the Pet Parent experience across the Region.
What do we look for:
- Proven organizational skills.
- Excellent communications skills: An ability to communicate clearly and flexibly in the appropriate tone in both oral and written form is critical.
- A successful applicant will demonstrate leadership within a team environment, maintaining engagement.
- Ability to provide engaging and accurate content and reporting to stakeholders.
- Able to prioritize within a highly reactive and fast-paced operational environment.
- Positive, service-oriented attitude.
- Comfort in working with digital tools and systems, e.g. Salesforce, Microsoft Office.
- Minimum 5+ years of experience in related work (customer service, technical services, consumer relations, issues management, etc.).
- Comfort in working independently and remotely.
- Confident in speaking with a large number of stakeholders.
- Fluent in English.
- Being a pet parent would be a plus.
What can you expect from Mars?
- Work with 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.
Pet Parent Partners Consumer Care Cluster Lead employer: Mars
Mars is an exceptional employer that prioritises the well-being and development of its associates, offering a vibrant work culture where collaboration and innovation thrive. As a Pet Parent Partners Consumer Care Cluster Lead, you will benefit from best-in-class training, competitive salary, and a supportive environment that champions the voice of pet parents, ensuring your contributions directly enhance customer trust and satisfaction. With access to Mars University and a commitment to personal growth, this role provides a unique opportunity to make a meaningful impact in a purpose-driven company located in a dynamic market.
StudySmarter Expert Advice🤫
We think this is how you could land Pet Parent Partners Consumer Care Cluster Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mars. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mars before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Pet Parent Partners Consumer Care Cluster Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mars:Your cover letter is your chance to shine! Tell us why you want to work at Mars specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mars!
How to prepare for a job interview at Mars
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
