What are the responsibilities and job description for the Consumer Care Social Engagement Manager position at Mars?
Job Description:
Join us as the Consumer Care Social Engagement Manager at Mars Pet Nutrition, leading strategy and shaping vibrant social communities for iconic brands like Pedigree, Temptations, and Greenies! Guide a passionate team of three Community Managers and create exceptional consumer experiences across top social platforms like Meta, TikTok, Reddit, and YouTube. Your strategic vision will be essential in aligning our Community Management efforts with brand goals, building strong partnerships with platform leaders, and keeping us ahead of industry trends.
In this critical role, you’ll cultivate brand relationships to ensure our Community Management strategy meets brand needs. You’ll establish connections with current and future platform partners, ensuring Mars remains relevant in a fast-paced digital landscape. Additionally, you’ll oversee our Surprise, Delight, and Honor strategy, facilitate insightful reporting, and mentor your team to enhance consumer engagement across all touchpoints.
What are we looking for?
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.
Join us as the Consumer Care Social Engagement Manager at Mars Pet Nutrition, leading strategy and shaping vibrant social communities for iconic brands like Pedigree, Temptations, and Greenies! Guide a passionate team of three Community Managers and create exceptional consumer experiences across top social platforms like Meta, TikTok, Reddit, and YouTube. Your strategic vision will be essential in aligning our Community Management efforts with brand goals, building strong partnerships with platform leaders, and keeping us ahead of industry trends.
In this critical role, you’ll cultivate brand relationships to ensure our Community Management strategy meets brand needs. You’ll establish connections with current and future platform partners, ensuring Mars remains relevant in a fast-paced digital landscape. Additionally, you’ll oversee our Surprise, Delight, and Honor strategy, facilitate insightful reporting, and mentor your team to enhance consumer engagement across all touchpoints.
What are we looking for?
- Bachelor's degree in Public Relations, Marketing/Business, or a Science/Technology.
- A minimum of 5 years of experience in related fields such as customer service, technical services, consumer relations, or public relations.
- A passionate thought leader in social community engagement with a proven track record of building brand communities and delivering effective consumer engagement strategies across paid, owned, earned, and influencer content.
- A collaborative individual adept at aligning Community Management strategies with brand priorities while engaging with platform partners to stay abreast of industry trends.
- Strong data literacy skills to lead reporting on social listening, content performance, and the social Voice of the Pet Parent, with proficiency in tools like Sprinklr and Salesforce.
- Experience in mentoring and developing associates to empower them in delivering exceptional consumer experiences.
- Expertise in crisis communications, crucial for managing brand and corporate reputation on social media, including developing strategies for proactive and reactive care experiences with agency and vendor partners.
- Lead the portfolio community management strategy to build community and engage brand fans, while managing the Surprise, Delight, and Honor strategy, including budget and vendor relationships to enhance consumer sentiment and brand loyalty.
- Deliver social insights and the voice of the pet parent back to brands, informing content decisions and elevating feedback from pet parents, while executing a strong foundational community management strategy that utilizes tools like Salesforce and Sprinklr.
- Provide thought leadership and forward-thinking strategies to build community through social media, along with best-in-class reporting; engage and develop the team of Community Managers to empower them in delivering exceptional consumer experiences that meet brand expectations.
- Collaborate with marketing teams to support community engagement needs for campaign activations, including paid, owned, and earned social content; support brand influencer strategies through community-building initiatives and develop strategies for monitoring paid content.
- 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 a company bonus.
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.
