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Consumer Relations Manager
Mars | Julian, North Carolina
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Job Description


Mars – much more than just a chocolate bar!
You want to take the lead? And do so in an international business that has people and pets all over the world excited about its products? Then Mars is the right place for you. You will be holding the key that advances your career through a wide range of tasks from day one: freedom to set trends with a global player in an open work environment at a family corporation where success is based on the responsibility of each individual and goals are achieved together.
Support our team in the petcare segment in Germany starting as

CA Consumer Relations Manager MPE


The Consumer Relations Manager’s role is to lead the European CoE to establish the direction for the department, with sub-strategies for each channel (especially social media engagement and monitoring) and market. The direction is developed, based on anticipating changing consumer needs alongside determining the role consumer care can play in supporting delivery of the segment strategies. With buy-in to the strategy from the Marketing Director, Supply/Quality Directors and Corporate Affairs leads, the Consumer Relations Manager will steer the back office team alongside the external call center to deliver the strategy.  Internal and External team engagement is critical when the team are responsible for representing our brands and business to our consumers. The Consumer Relations Mgr. is responsible for developing and implementing the Consumer Relations Strategy across Europe to build, promote and protect reputation for both BDB and SPT brands as well as Corporate Reputation.

The CR Manager will establish and lead a Centre of Expertise to create a better consumer experience with enhanced insights to drive our brands and business across all communication channels (traditional media as well as social media channels)

The CR Manager will be responsible for driving engagement throughout the Consumer Relations Team, improve efficiencies, create people opportunities for development and adhering and enhancing Petcare Consumer Relations in line with Global Consumer Care Standard. The CR Manager will be accountable for developing Consumer Relation talent on the broader CR team as it ties back to role expectations within Corporate Affairs Capability Framework and Mars Leadership Competencies.


What we expect from you:

Strategic directions
• Developing a consumer relations strategic vision which accounts for the different requirements of the sales channels – BDB, SPT and E-Commerce, based on inputs form the external world and internal stakeholders
• Develop a consumer relations social media strategy (Communication/response strategy and Monitoring of Social media platforms in collaboration with the MKT and e-Com team )
• Ensure the appropriate up to date Consumer listening tools are in place
• Collaborate with Global functions to ensure global alignment
• Create and lead the delivery of an annual business plan for the teams and the agencies to deliver against the strategy and the budget

CoE Leadership
• Lead the Consumer Relations CoE for capability development and engagement
• Coaching of associates tin delivery of PDP and development goals
• Support resource Management


• Manage the external call centre for PNE. This includes the selection, service level agreement, KPIs etc.
• Consolidation, reporting and follow up of Consumer Complaints on a regional level
• Operate as internal consumer affairs expert, providing internal stakeholders with insights about consumer behavior and reaction  to product quality or corporate reputation incidents and be able to anticipate potential business threats relating to the consumer
• Working alone, through the team or using the agency expertise, to develop and deliver projects that will help to achieve strategic goals e.g. departmental processes, systems improvements, social media etc.
• Leadership and engagement with the Consumer Contact Centre based on a joint Business Plan ensuring full connectivity with the Mars business, to passionately represent our business and brands in all consumer communications
• Provide a budget overview
• Ensure implementation of the Mars Consumer Care Standard across Europe
• Protect the business – manage issues/crisis
• Lead crisis response, preparing and implementing a response plan and delivering crisis team updates with consumer reactions
• Develop and approve Consumer-facing messages and ensure communication and application in markets.

What you can expect from us:
• Responsibility and freedom to drive your own ideas
• Support through an experienced team
• An open & international work environment of a global family-owned business
• Personal & professional development, e.g. through global trainings from Mars University
• Attractive conditions and extensive social benefits
• Long term career development


About Mars

Mars, Incorporated is a private, family-owned company founded in 1911 and employing more than 65,000 associates at over 370 sites, including 135 factories, in 68 countries worldwide. Headquartered in McLean, Virginia, U.S.A., Mars, Incorporated is one of the world's largest food companies, generating global sales of more than $28 billion annually and operating in six business segments: Chocolate, Petcare, Wrigley Gum and Confections, Food, Drinks, and Symbioscience. These segments produce some of the world's leading brands: Chocolate - M&M'S(r), SNICKERS(r), DOVE(r), GALAXY(r), MARS(r), MILKY WAY(r) and TWIX(r) Petcare - PEDIGREE(r), WHISKAS(r), SHEBA(r), CESAR(r), NUTRO(r), GREENIES(r), and ROYAL CANIN(r); Wrigley - ORBIT(r), EXTRA(r), STARBURST(r), DOUBLEMINT(r) and SKITTLES(r); Food - UNCLE BEN'S(r), DOLMIO(r), EBLY(r), MASTERFOODS(r) and SEEDS OF CHANGE(r); Drinks - KLIX(r) and FLAVIA(r); Symbioscience - WISDOM PANEL(tm), SERAMIS(r), CIRKUHEALTH(tm) and COCOAPRO(r).

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