Global Pet Owner Engagement Lead

Job Description:

Location: Aimargues, France - near Montpellier (Occitanie region), with easy access to the Mediterranean coast and major transport hubs.

Segment: Royal Canin

Type of contract: Permanent

The Global Engagement Strategy Lead is a key member of the Global Pet Owner Strategy team. His/her role aims to build best in class engagement experiences by building an ecosystem that facilitates and accelerates data driven engagement strategies and programs to foster intimacy and retention of Pet Owners during the full 360 pet parent journey activation. Royal Canin operates within Mars Petcare Ecosystem, driven by 2030 vision to create exceptional mutual value by transforming experience of pet ownership. For more than 50 years, ROYAL CANIN is a leading worldwide brand in science health nutrition for cats and dogs. The recent digitalization of Petcare ecosystem as well as importance direct to pet/pet owner experience and engagement with Brands have made it crucial to re-evaluate Royal Canin's capacity to deliver its Health Through Nutrition mission incorporating relationship with pet owners into its traditional recommendation-based model. Royal Canin is transforming how it connects with Pet Owners worldwide. Our ambition is clear: move from a traditional recommendation-based model to a data-driven, relationship-led ecosystem that supports Pet Owners throughout the full life journey of their pets. The Global Engagement Strategy Lead is a senior strategic role within the Global Pet Owner Strategy team.

Your mission: build a best-in-class engagement ecosystem that turns brand interaction into long-term value, for Pet Owners and for the business. You will design and steer a global engagement model that connects:

• Owned assets 

• Earned channels 

• Omnichannel experiences 

This role transforms engagement from a support function into a true growth engine, driving LTV, data acquisition, loyalty, and revenue across markets. You will work in close partnership with the Global Head of Pet Owner Strategy, Experience, Data, Digital Transformation and Activation teams.

You will design the ecosystem that allows Royal Canin to:

• Deliver personalized, data-driven experiences at scale

• Build long-term relationships with Pet Owners

• Activate social, CRM and membership as business levers

• Create a global engagement engine that markets can activate locally

You will define the vision, architecture, and strategic guardrails, while markets and activation teams execute.

• You bring 10+ years of experience in engagement, CRM, social, or brand strategy in complex, international environments.

• You bring exposure to B2B2C or healthcare-inspired engagement models (e.g. expert- and community-led demand models).

• You have a proven track record of linking engagement to business results (LTV, data, revenue).

• You have a strong strategic mindset and know how to turn vision into clear roadmaps and frameworks.

• You are tech-savvy and comfortable working with digital ecosystems, data-driven models, and omnichannel engagement platforms.

• You have experience with social, CRM, membership and earned ecosystems, and understand how influence and communities drive demand.

• You can navigate complex, matrix organizations and align multiple stakeholders.

• You operate at a strategic level (not only execution), with a structured and impact-driven approach.

• You are fluent in English; French is a plus.

• Define the 3-year Global Engagement Roadmap across CRM, Social, Membership and Services

• Design the end-to-end engagement ecosystem across owned & earned channels

• Build playbooks that connect Social, CRM, Web, Retail & Services into one seamless experience

• Define global campaign priorities and narrative frameworks

• Partner with D2C & Retail teams to ensure engagement drives conversion across all channels

• Build the global social operating model (governance, tools, roles, agency ecosystem)

• Define how Royal Canin's science, expertise and services are expressed through social and communities

• Structure a global content ecosystem serving both Brand Equity and Performance

• Lead the strategic development of Social Commerce (TikTok Shop, shoppable content, test & learn)

• Activate Earned ecosystems (influencers, vets, breeders, partners) as a strategic growth lever

• Define Golden KPIs linked to business impact (CLTV, retention, data growth, revenue)

• Partner with Data teams to measure engagement as a business driver, not a vanity metric

• Use social listening & sentiment analysis to continuously refine engagement strategies

• Lead global agency governance and move from fragmentation to a high-performance ecosystem

• At Mars, we believe in a relationship of mutual trust, dignity and respect between our company and Associates that is more meaningful than the standard employer/employee relationship.

• As Associates, we can expect to be respected, supported and valued as individuals, to be treated fairly and equitably.

• The opportunity to learn and develop, taking charge of your own career across Mars.

•  You will work in a multicultural environment (more than 40 nationalities) and where your dog will be welcomed by more than 100 other Associates' dogs at the office   

• You will work in a unique campus, which gathers more than 800 Associates working for: the international HQ, the French subsidiary, two laboratories, a kennel and a cattery with more than 200 cats & dogs, and finally the most important factory of the Royal Canin group