Title: Pet Parent Experience Manager
Location: Franklin, TN
Workstyle: Onsite
Mars does not sponsor visas for this role. This position is not eligible for relocation benefits
The Pet Parent Experience Manager will connect the priorities of Expert Advice, Pet Parent Operations, and Systems and Technology to the business, defining critical integration to the new OneDemand function. This role bridges Corporate Affairs and reputation management with demand building capabilities like Voice of the Pet Parent and Veterinarian Expert Advice. This role will lead Pet Parent listening sessions, evolve VoPP reporting strategy, and ensure flawless execution of Pet Parent experiences, supporting our ambition of being a Pet Parent Centric organization.
What will be your responsibilities?
Consumer Care Experience
- Project Manage priorities across Pet Parent Experience Operations, Expert Advice, Voice of Pet Parent, and Systems + Knowledge pillars, ensuring timely delivery of capabilities that drive exceptional consumer experiences in support of business priorities.
Voice of Pet Parent Evolution
- Amplify Voice of Pet Parent (Consumer) reporting, evolving the people, process and technology required to best capture and analyze pet parent feedback to drive actionable insights; partnering with critical stakeholders including the Sr. Manager Systems + Knowledge and the OneInsights team.
- Elevate Voice of Pet Parent insights in relevant forums, including OneDemand and R&D functions, to enable business decision making grounded in Pet Parent Centricity.
- Deliver bespoke Pet Parent Listening sessions for teams across the US and Canada, elevating relevant trends from consumers to drive pride in our products, enable decision making that’s Pet Parent Centric, and ensure timely delivery of relevant insights.
Marketing Connectivity
- Deliver reactive social listening and reputation trend monitoring in support of Corporate Affairs responsibilities, in partnership with External Affairs and in collaboration with Social & Communities team. Deliver timely reporting and agile response in crisis scenarios that pose reputational risk.
- Dotted Line Manager to the Pet Parent Experience Coordinators, serving as coach and mentor for reactive social contacts, escalation point of contact, and liaison to Marketing stakeholders.
- Partner closely with Social + Communities team to deliver holistic view of social engagement from the reactive care POV, delivering ongoing KPIs and feedback in real time related to brand campaigns, reputation concerns, and brand risk.
Global Partnership
- Collaborate with OE counterparts to share learnings, support scaling of key initiatives, and ensure accountability to global process and KPIs.
What are we looking for?
- Bachelor's degree in Public Relations, Marketing/Business or a Science/ Technology
- Proven organizational skills.
- Positive, service-oriented attitude. Consumer Care experience preferred.
- Minimum 5+ years of experience in related work (customer service, technical services, consumer relations, public relations, etc.)
What can you expect from Mars?
- Work with over 130,000 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.
- Best-in-class 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.
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