Consumer Experience Senior Manager at Mars, Incorporated in Brentwood, Tennessee

Job Description:

The Consumer Experience Senior Manager is responsible in building and leading a team that drives a positive pet parent service experience and is obsessed with driving trust with pet parents by delivering personal, timely and credible reactive and proactive information through the pet parent journey. The Pet Parent Partners Lead will be the primary champion of the pet parent service journey and will work closely with our tech, marketing, supply chain and ecommerce teams to build services and processes our pet parents need and want across a variety of the world's most beloved pet brands.

The NA Pet Parent Partners lead will actively ensure the delivery of a best-in-class service organization that drives pet parent trust, retention and advocacy while also championing the voice of the pet parent to the business.

What are we looking for?

• Bachelor's degree in Public Relations, Marketing/Business or a Science/ Technology is required. MS/MBA is a plus.


• Minimum 10+ years of experience in related work (customer service, technical services, consumer relations, public relations, etc.)


• Proven ability to manage and motivate a team (remote team management a plus)

• Proven organizational/communications/presentation skills.


• Positive, service-oriented attitude. Consumer Care experience preferred.


• Experience with Issue & Crisis Management is a plus.

What would be your key responsibilities?

• Lead the North America Pet Parent Partners service organization overseeing both an Internal team of experts and third-party support partner.


• As a problem-solving visionary, you will resolve roadblocks at all levels - from the most complex strategic problems to hands-on execution challenges.


• You will foster a Pet Parent centric approach while creating a sustainable team environment that enables everyone from entry level team members to senior Pet Parent Companions to grow and advance.


• Ensure all Pet Parents receive timely, top-tier support, developing processes to minimize negative reviews and maximize positive ones.


• Partnering with the Global Pet Parent Partners CoE, you will set the North American vision for how we meet the support needs of our rapidly growing Pet Parent base, own the plan to deliver the vision and be accountable for our delivering metrics and continuous improvement to the business.

• Ensure the organization is set up to deliver agreed upon KPI targets related to pet parent satisfaction, efficiency, and reduction in support needs, providing visibility across the organization into support activities and trends.


• Oversee and continuously improve the end-to-end support process; improving efficiency and pet parent experience through data informed decision making and process design.


• Cross-functionally communicate the voice of the Pet Parent and collaborate with Sales, Customer Success, Marketing, and Product teams.


• Build, develop, onboard, and retain a best-in-class pet parent support team with a focus on performance improvement.


• Ensure our organization keeps up with our growing pet parent base by leveraging forecasts and capacity models to inform team size and resource needs.


• Develop and implement a data-based pet parent support strategy supported by appropriate processes, culture and tools.

What can you expect from Mars?

• The opportunity to learn, develop and take charge of your own career.


• An industry competitive compensation package including generous benefits (i.e. 401k, health, etc.)


• Commitment to our Purpose and our Five Principles.


• An environment where all Associates feel valued, supported and comfortable being themselves at work.


• The opportunity to work cross functionally, add value and impact a better world for generations to come.

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