Job Description:
You’ll be responsible for delivering outstanding consumer experiences with the Royal Canin and Eukanuba brands across Australia and New Zealand.
You’ll deliver excellent communication and knowledge service on key products & services, driving recommendation for Royal Canin and Eukanuba diets, providing advice and support and effective complaint management.
You’ll have the opportunity to work collaboratively with Corporate Affairs, Digital, Sales, Marketing and Quality & Food Safety teams to help respond to consumer enquiries.
What are we looking for?
Minimum 5 years clinical vet nurse experience (clinical experience in an animal shelter setting may also be considered).
Strength in all communication forms, with the ability to be calm & measured under pressure
Experienced in handling all forms of consumer contacts (requesting advice, praise & complaints)
Desire to leverage consumer data to form insights & recommendations to senior leaders
Ability to confidently navigate IT systems (Salesforce experience ideal)
Passion for animals & pet nutrition
What would be your key responsibilities?
Provide pet owner, veterinarian and pet professional assistance; understanding their needs, recommending diets and facilitating the overall consumer experience
Service Royal Canin and Eukanuba consumer/customer product/nutrition related email, social media and telephone enquiries
Follow complaints handling process and work with Scientific Services Veterinarians to formulate appropriate responses to sensitive/complex enquiries
Drive continuous improvement within Consumer Care
Support Consumer Care Lead in preparing and analysing Mars Pulse data and Voice of the Consumer
What can you expect from Royal Canin?
Join a purpose driven company in an exciting period of growth, with premium brands recommended by animal health professionals.
Individualised career progression with a focus on you and your career goals. Best-in-class learning and development support from day one, including access to our in-house Mars University.
A culture that is collaborative, dynamic, supportive, and fun.
A company truly passionate about the health of pets, people and the planet with opportunities to support our community partners- including the RSPCA and Seeing Eye Dogs Australia and Blind & Low Vision Guide Dogs in New Zealand
Your loved ones matter, including your pets. We provide premium science led Royal Canin nutrition for your cat or dog. Dogs are also welcome in our offices.
What we stand for:
Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, 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.
Applications will only be accepted from candidates who have the appropriate approval to work in New Zealand.
For internal candidates only: Please ensure you have a discussion with your Line Manager before applying for this role.
This advertisement will close midnight Wednesday 29th November (unless suitable candidate identified sooner)
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.
