Senior Manager Expert Advice

Join Mars PetCare a global leader in pet nutrition and health where our passion for pets drives everything we do! As the Senior Manager of Expert Advice you will play a pivotal role in shaping bespoke consumer care experiences for our portfolio of Pet Nutrition brands all rooted in preventative health and wellness initiatives. This is not just a job; its an opportunity to make a real difference in the lives of pets and their parents. As a Veterinarian you will lead engage and inspire a talented team consisting of one Associate Manager and three Sr. Specialists each credentialed in the veterinary health and/or behavior space. In this role you will be responsible for delivering exceptional experiences that empower and educate Pet Parents addressing their evolving needs while ensuring that escalated contacts are thoroughly investigated and resolved. Your leadership will foster trust and loyalty in our brands making a lasting impact on the pet community.

What are we looking for

• A passionate Veterinarian with a Doctor of Veterinary Medicine (DVM) degree and a drive to serve Pet Parents through innovative health and wellness support.
• A dynamic relationship builder who thrives on collaboration ready to partner with brands and external agencies to deliver cuttingedge Expert Advice strategies and impactful brand activations.
• A techsavvy leader who can harness digital tools to enhance PNNAs knowledge strategy forging strong partnerships with Waltham and the Petcare Ecosystem.
• An excellent communicator that is dedicated to educating. This individual should excel in translating credible scientific communications into empathetic and trustworthy support
• A minimum of 5 years of experience in consumer care customer service or related fields with a positive serviceoriented attitude that resonates with our mission.
• Experience in managing and motivating teams is highly preferred.

What will be your key responsibilities

• Steer the portfolio strategy for bespoke consumer care experiences that align with brand objectives including the evolution of the PETconnect Expert Advice chat service ensuring we deliver personal timely and credible support to pet parents.
• Collaborate with Q&FS Legal and Corporate Affairs to streamline processes and effectively escalate critical cases while building strong relationships across the Petcare Ecosystem Waltham Marketing OneInsights Q&FS R&D Legal and Corporate Affairs.
• Lead the Expert Advice teams strategy focusing on Knowledge Management pet parent education and pet health and wellness driving continuous improvement and efficiency in our tools and systems.
• Leverage performance metrics to identify measure and enhance opportunities in processes tools and training sharing valuable insights with partners to support critical business decisions and amplify the Voice of the Pet Parent.

What can you expect from Mars

• Be part of a vibrant community of diverse and talented Associates all guided by our Five Principles: Quality Responsibility Mutuality Efficiency and Freedom.
• Join a purposedriven company that is committed to building a better world for pets and their families where your contributions truly matter.
• Access bestinclass learning and development support from day one including exclusive opportunities at our inhouse Mars University to help you grow and thrive.
• Enjoy an industrycompetitive salary and benefits package including a company bonus because we believe in rewarding our dedicated team members.

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Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability it is available upon request. The company is pleased to provide such assistance and no applicant will be penalized as a result of such a request.