Reports to the Corporate Affairs Director, will be part of the local Corporate Affairs Team
• will collaborate closely with local internal stakeholders including scientific communication, marketing, sales, legal, and QFS plant.
• will collaborate with global customer care manager and other members of the customer care community
• will manage contacts from all channels (concerns, question, praise) from consumers and customers (Vets, Pro, SPT/Pet Owner) ensuring consumer satisfaction and brand loyalty to contribute to building our corporate image.
• will deal with and handle product quality complaints from consumers, breeders, vet clinics, sales team, distributors, making the necessary follow up with people in charge of investigation in order to get the right information to answer the customer and to close the complaint following claim management guidance.
• will manage complaints / questions related to marketing campaigns and promotions made by the pillars and Digital MKT
• will consult relevant stakeholders (QFS plant, Formulators, Scientific communication) and ask for
investigation for the resolution of more complex and sensitive concerns or question.
• will identify any weak signal (complaint from final consumers, breeders, vets or retailer) that could be the start of a crisis and escalate immediately information to Corporate Affairs Director.
• will represent the voice of the corporation for our customers and consumers (aligned with Mars
statement and policies) and the receiver of the insights from customers and consumers to be shared with all the departments.
• will follow the Global MARS Consumer Care Standard (Contact Management Process-Collect and Report of Consumer Care Activity
• will follow the consumer care contact management process that includes recording of consumer contact, act on the contact, provide opportunity for consumer feedback and report consumer data
• will seek for feedbacks/ satisfaction level from customer related to service provided –via satisfaction survey after a contact.
What are we looking for?
1. Education & Professional Qualification
• University degree – Specialization in Animal Nutrition/Animal behavior is a plus
• Food Science / Life Science / Communications background preferred.
2. Knowledge/Experience
• 2-3 years of previous experience in a Consumer care/Customer Care/Communications
• Deep understanding of the values of the company and the products of Royal Canin.
• Management Office package and system data base management (CRM).
• Tools – VITAL, MARSPULSE
• Good level of English.
• Hands-on in Data analysis, Comfortable in MS Excel
What will be your key responsibilities?
- Ensure consumer care operations in compliance to Global MARS/Royal Canin Consumer Care standard
- Enhance the experience of the customer / consumer contact the Brand and make them become Brand ambassadors, by providing excellent customer care service
- Provide excellence in managing concerns and questions, make sure to understand customer’s need and expectations and follow up cases until complete resolution
- Promote company’s values and positions during interaction with customers / consumers
- Actively listen to customers and consumers needs and expectations to promote voice of customer internally & externally.
- Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.
