Global Director Customer Experience & Talent

What are we looking for?

• 12-15+ years of experience in Sales for a CPG company, including previous position as Market Sales Director

• Experience developing high performing sales organizations and building long lasting customer relationship fostering mutual value creation

• Proven understanding of customer engagement models, Joint Business Planning, and selling approaches in complex retail environments

• Strong leadership skills, able to partner and influence other stakeholders to actively drive excellence in customer experience for Mars Pet Nutrition

• Pragmatic change agent, with natural appetite for identifying & developing talent

• Skilled in challenging and influencing organizational practices, with the ability to advocate for necessary changes to optimize business processes

• Proven track record of driving cultural change and elevating customer centric mindsets across geographies and leadership levels.

• Exposure to digital tools, CRM systems, or customer analytics platforms supporting engagement excellence preferred.

Key Responsibilities: Design and own best In class customer experience methodology & standards

• Build and develop customer centric methodology and standards to drive high impact Customer experience and activation across Operating Entities, grounded in deep understanding of customer dynamics

• Set customer engagement methodology and standards from GM to KAM / Field force levels (e.g., top customer moments), ensuring full consistency with Global strategic customer & channel management

• Institutionalize Joint Business Planning standards as the backbone of strategic partnerships and foster sharing of best engagement practices across Operating Entities

• Define and govern the long term Customer Experience capability roadmap, including digital enablement

• Partner with Digital teams to define & deploy standard customer toolkits (account performance packs, proposal templates, objection handling guides)

Embed best In class customer experience into local customer routines

• Drive change management and ensure methodology and standards are embedded into local routines

• Foster a customer centric culture and elevate engagement discipline across Operating Entities

• Challenge & coach Operating Entities and Top Markets on their customer engagement plans to continously strengthen Customer experience, in partnership with GMs / Sales Directors

Steer customer experience performance across the enterprise

• Establish a robust governance model to steer Customer experience across the organization

• Define associated performance framework, with clear standardized KPIs to measure impact and discipline, cascaded from Global to Markets

• Set enterprise level annual targets for customer engagement levels and JBP quality

• Drive governance to track (i) adoption of best In class methodologies & standards, and (ii) impact on Customer experience

• Provide regular visibility to leadership on progress, impact, key risks, and decision/escalation topics within scope

Steer and manage talent pipeline to deliver best In class customer experience

• Define capability model for customer facing roles & own competency framework, certification & coaching routines

• Partner with HR to set talent pipeline requirements for priority accounts, identify high potential Sales individuals and actively manage & develop talent pool across the Sales organization

• Establish global capability development programs aligned to global customer experience priorities

What can you expect from Mars?

• Work with 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.

• A strong focus on 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.

Qualifications

Optimizes Work Processes; Strategic Mindset; Ensures Accountability; Communicates Effectively; Builds Networks; Persuades; Manages Complexity; Customer Focus