At a Glance
- Tasks: Lead customer experience initiatives and develop high-performing sales teams.
- Company: Join Mars, a purpose-driven company focused on building a better tomorrow.
- Benefits: Competitive salary, bonuses, and access to Mars University for continuous learning.
- Other info: Dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer engagement and drive cultural change.
- Qualifications: 12–15+ years in CPG sales with strong leadership and customer engagement skills.
The predicted salary is between 100000 - 150000 € per year.
What are we looking for?
- 12–15+ years of experience in Sales for a CPG company, including previous position as Market Sales Director.
- Experience developing high‑performing sales organizations and building long‑lasting customer relationships fostering mutual value creation.
- Proven understanding of customer engagement models, Joint Business Planning, and selling approaches in complex retail environments.
- Strong leadership skills, able to partner and influence other stakeholders to actively drive excellence in customer experience for Mars Pet Nutrition.
- Pragmatic change agent, with natural appetite for identifying & developing talent.
- Skilled in challenging and influencing organizational practices, with the ability to advocate for necessary changes to optimize business processes.
- Proven track record of driving cultural change and elevating customer‑centric mindsets across geographies and leadership levels.
- Exposure to digital tools, CRM systems, or customer analytics platforms supporting engagement excellence preferred.
Key Responsibilities:
- Design and own best‑in‑class customer experience methodology & standards.
- Build and develop customer‑centric methodology and standards to drive high‑impact Customer experience and activation across Operating Entities, grounded in deep understanding of customer dynamics.
- Set customer engagement methodology and standards from GM to KAM / Field force levels (e.g., top customer moments), ensuring full consistency with Global strategic customer & channel management.
- Institutionalize Joint Business Planning standards as the backbone of strategic partnerships and foster sharing of best engagement practices across Operating Entities.
- Define and govern the long‑term Customer Experience capability roadmap, including digital enablement.
- Partner with Digital teams to define & deploy standard customer toolkits (account performance packs, proposal templates, objection handling guides).
- Embed best‑in‑class customer experience into local customer routines.
- Drive change management and ensure methodology and standards are embedded into local routines.
- Foster a customer‑centric culture and elevate engagement discipline across Operating Entities.
- Challenge & coach Operating Entities and Top Markets on their customer engagement plans to continuously strengthen Customer experience, in partnership with GMs / Sales Directors.
- Steer customer experience performance across the enterprise.
- Establish a robust governance model to steer Customer experience across the organization.
- Define associated performance framework, with clear standardized KPIs to measure impact and discipline, cascaded from Global to Markets.
- Set enterprise‑level annual targets for customer engagement levels and JBP quality.
- Drive governance to track (i) adoption of best‑in‑class methodologies & standards, and (ii) impact on Customer experience.
- Provide regular visibility to leadership on progress, impact, key risks, and decision/escalation topics within scope.
- Steer and manage talent pipeline to deliver best‑in‑class customer experience.
- Define capability model for customer‑facing roles & own competency framework, certification & coaching routines.
- Partner with HR to set talent pipeline requirements for priority accounts, identify high‑potential Sales individuals and actively manage & develop talent pool across the Sales organization.
- Establish global capability development programs aligned to global customer experience priorities.
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.
- A strong focus on 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.
Qualifications:
- Optimizes Work Processes
- Strategic Mindset
- Ensures Accountability
- Communicates Effectively
- Builds Networks
- Persuades
- Manages Complexity
- Customer Focus
Global Director Customer Experience & Talent employer: Marsveterinary
Mars Pet Nutrition is an exceptional employer that prioritises a customer-centric culture and fosters a collaborative work environment. With a strong commitment to employee development through initiatives like Mars University, associates are empowered to grow their skills while enjoying competitive salaries and benefits. Located in a dynamic industry, this role offers the opportunity to lead transformative customer experience strategies and influence change across global markets.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director Customer Experience & Talent
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Mars Pet Nutrition on LinkedIn. A friendly chat can give us insider info and might just get our foot in the door.
✨Tip Number 2
Prepare for the interview by understanding their customer engagement models. We should be ready to discuss how we can elevate customer experience and drive cultural change, showing that we’re the perfect fit for the role.
✨Tip Number 3
Showcase our leadership skills! Think of examples where we’ve influenced stakeholders or driven change. This will highlight our ability to foster a customer-centric culture, which is key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re genuinely interested in being part of the Mars team.
We think you need these skills to ace Global Director Customer Experience & Talent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your 12–15+ years of experience in Sales, especially if you've worked in a CPG company. We want to see how your past roles align with the responsibilities of the Global Director Customer Experience & Talent.
Showcase Leadership Skills:We’re looking for someone with strong leadership skills. In your application, share specific examples of how you've influenced stakeholders and driven excellence in customer experience. This will help us see your potential impact on our team.
Demonstrate Change Management Experience:As a pragmatic change agent, it’s crucial to show us how you’ve identified and developed talent in previous roles. Include instances where you’ve successfully implemented changes that optimised business processes or elevated customer-centric mindsets.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Marsveterinary
✨Know Your Stuff
Make sure you thoroughly understand the customer experience methodologies and standards relevant to the role. Brush up on Joint Business Planning and how it applies to customer engagement in complex retail environments. This will show that you're not just familiar with the concepts, but that you can also apply them effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams or influenced stakeholders in previous roles. Highlight your experience in driving cultural change and fostering a customer-centric mindset. Be ready to discuss specific instances where your leadership made a tangible impact on customer experience.
✨Be a Change Agent
Demonstrate your ability to identify and implement necessary changes within an organisation. Share stories about how you've challenged existing practices to optimise business processes. This will resonate well with the interviewers, as they’re looking for someone who can drive excellence in customer experience.
✨Engage with Digital Tools
Familiarise yourself with digital tools, CRM systems, and customer analytics platforms that support customer engagement. Be prepared to discuss how you've used these tools in the past to enhance customer experiences. Showing that you can leverage technology will set you apart from other candidates.
