Consumer Care Coordinator

il y a 4 jours

Paris, France MARS Temps plein

**Mars Petcare & Food**

**Location**: Saint-Denis-de-l'Hôtel (near Orléans)

**Contract**: 1 year temporary contract

The Consumer Care Coordinator, plays a vital role in building and maintaining the trust that our consumers, or what we call, Pet Parents, have In our brands and In Mars and bringing the voice of the Pet Parent into our business. This role is the lead for Consumer Care in Mars Pet Nutrition / Food FR.

**What are we looking for?**
- Qualified to degree level (BAC +3)
- Proven ability to motivate a team
- Proven organizational skills.
- Communications skills
- Positive, service-oriented attitude.
- Comfort In working with digital tools and systems, Including Mars' Internal systems
- Comfort In working independently and remotely and connecting with a remote working team/third part

**What will be your key responsibilities?**
- Operational lead for Pet Nutrition / Food FR Consumer Care through and external agency;
- Lead the day-to-day management, ongoing training of the third-party team. Track individual and team performance metrics to better identify, measure and improve opportunities in performance, processes, tools and training.
- Develop a monthly report for the consumer care activity. Represent the consumer in relevant Mars business processes (such as QMR), using consumer data & insights to drive the voice of the consumer into the business such that it is heard, understood and acted on.
- Responsible for the Petcare & Food Segment Consumer Care Standard delivery and annually audit process including overseeing quality standards, performance reporting, training tracking, and knowledge management for team.
- Research & co-ordinate information for Consumer Care. Understand local sales, marketing and digital strategies and the drivers of corporate and brand reputation in order to ensure that we positively and consistently represent our brands and business to our consumers. Ensure quality and tone of voice.
- Protect the business by being early evaluator of risks and opportunities and escalating appropriately. Ensure they are fully investigated and resolved in a way that builds long lasting trust with our pet parents. Part of Pet Nutrition/Food FR Crisis Management team for all Consumer related crises; Effectively deploy consumer related crisis response e.g. Recall management, Crisp alert, Social Studio monitoring and give answer to the Signal Conso plateform if needed.
- Moderate consumers rate & reviews on our websites (Bazar Voice). Collaborate with M&SD, digital and EU Center of Excellence to adapt consumer toolkits and processes to the need of Direct to Consumer websites In France (Shopify)
- Responsible for the management of Consumer Care budget
- Evaluate and make recommendations on proactive communication opportunities to build brand and corporate advocacy
- Work in partnership and collaborate with FR and European Consumer teams in other business segments to ensure appropriate alignment and best practice sharing.

**What can you expect from Mars?**
- We’ll focus on your development from day one, with access to Mars University, and excellent personal and professional development and learning plans.
- Excellent compensation and benefits, including annual company bonus.
- The opportunity to work across some of the world’s most loved pet food brands.
- Work alongside likeminded individuals toward creating a better world for pets.

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