Job Description:

At Mars, our consumers are at the heart of everything we do. As the Consumer Care Manager for the Benelux Cluster, you will play a key role in protecting and enhancing our brands while ensuring that every consumer interaction strengthens trust and loyalty. You will be the driving force behind consumer insights, operational excellence, and strategic stakeholder engagement—helping us continuously improve and innovate our consumer care approach.

This is more than just a role; it’s an opportunity to influence business decisions, enhance consumer experiences, and make a real impact in a dynamic global company.

This is a 12-month contract role,

 

Wat will be your key responsibilities?Oversight of contact centre services for MW Benelux cluster markets, to track operational performanceConduit of information to Contact Centre for MW Benelux cluster market activitiesFeedback of Contact Centre generated insights into local market stakeholdersOversight of knowledge content for Benelux markets to ensure accuracy and consistency with Mars TOVActivate and manage Crisis support with Contact Centre for local issuesDeliver local market insights each periodFirst point of escalation for any local support requests from the Contact CentreResponsible for local ways of working and governance, to include preparation for and management of any internal and LRQA auditsBenelux cluster stakeholder engagementManage Benelux cluster consumer care administration e.g. budget management, raising FOs, ordering samples, reimbursement managementSupport ad hoc projects that impact Benelux cluster ways of workingSupport the European Consumer Care Leader to develop regional ways of working, launch key initiatives/projects and to cover during absence.

What are we looking for?

We’re looking for a consumer professional with a passion for enhancing consumer experiences and driving business impact. You’ll thrive in this role if you:

Have a Bachelor’s degree (preferred) and 3+ years of experience in customer service, contact centres, or consumer care.

Are a strategic thinker, capable of translating consumer insights into actionable business strategies.

Excel in stakeholder management, with the ability to influence and collaborate across departments.

Have a strong understanding of business systems (Salesforce experience is a plus!).

Are proactive and self-motivated, taking initiative to drive improvements and solve challenges.

Have experience working with outsourced providers (preferred but not required).

Possess a background in FMCG (a plus!) and a keen eye for identifying and mitigating risks.

Thrive in a fast-paced environment, championing service excellence and consumer advocacy.

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. 

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.  

 If you’re passionate about enhancing consumer experiences, influencing key business decisions, and driving continuous improvement, we want to hear from you!

Apply now and be part of a company that values your voice, your expertise, and your ambition 

 

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.