At a Glance
- Tasks: Lead customer experience initiatives and develop high-performing sales teams.
- Company: Join Mars Pet Nutrition, a purpose-driven company with a strong focus on values.
- Benefits: Competitive salary, bonuses, and access to Mars University for continuous learning.
- Other info: Dynamic role with opportunities to influence and develop talent across the organisation.
- Why this job: Make a real impact by shaping customer engagement and driving cultural change.
- Qualifications: 12–15+ years in CPG sales, strong leadership, and customer-centric mindset required.
The predicted salary is between 100000 - 130000 € 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 in London employer: Marsveterinary
Mars Pet Nutrition is an exceptional employer that champions a customer-centric culture and prioritises employee development through robust learning opportunities, including access to Mars University. With a commitment to fostering a diverse and inclusive workplace, employees are empowered to drive meaningful change while enjoying competitive salaries and comprehensive benefits. Join us in shaping the future of customer experience in a dynamic and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Global Director Customer Experience & Talent in London
✨Tip Number 1
Network like a pro! Reach out to connections in the CPG industry, especially those who have experience with customer experience roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by researching the company’s customer engagement strategies. Show us you understand their approach and how you can enhance it. Tailor your examples to highlight your leadership skills and experience in driving cultural change.
✨Tip Number 3
Don’t just wait for job postings! Apply directly through our website and express your passion for customer experience. We love seeing proactive candidates who are eager to join our mission.
✨Tip Number 4
Follow up after interviews with a thank-you note that reiterates your excitement about the role. Mention specific points from the conversation to remind them why you’re the perfect fit for driving excellence in customer experience.
We think you need these skills to ace Global Director Customer Experience & Talent in London
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 CPG companies. We want to see how your past roles align with the responsibilities listed, so don’t hold back!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Global Director Customer Experience & Talent role. Share specific examples of how you've developed high-performing sales organisations and fostered customer relationships.
Showcase Your Leadership Skills:We’re looking for someone with strong leadership skills, so make sure to highlight your experience in influencing stakeholders and driving excellence in customer experience. Share stories that demonstrate your ability to challenge and coach teams effectively.
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. Plus, it shows you’re keen on joining our team at Mars!
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 complex retail environments. This will show that you're not just familiar with the concepts but can also discuss them intelligently.
✨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. Use specific metrics or outcomes to demonstrate your impact.
✨Be a Change Agent
Think about times when you've identified and implemented necessary changes in your organisation. Be ready to discuss your pragmatic approach to change management and how you've embedded new practices into local routines. This will resonate well with their need for a change agent.
✨Engage with Digital Tools
Familiarise yourself with digital tools, CRM systems, and customer analytics platforms that support engagement excellence. If you have experience using these tools, be prepared to share how they helped improve customer experiences in your past roles.
