Customer Care Project Manager

Job Description:

At Mars, we are transforming how we deliver customer care. As a Customer Care Project Manager, you will lead key initiatives that improve and modernize our customer care processes and technologies. You'll be responsible for driving the execution of strategic projects aimed at enhancing the customer experience and ensuring that Mars provides exceptional, proactive service across all channels.

What are we looking for?

• Proven experience managing complex projects, particularly around process improvement and technology implementation within a customer care function.
• A minimum of 5 years of experience in project management, preferably in customer service or customer experience environments.
• Bachelor's degree in business, Project Management, Communications, or a related field.
• Experience working with CRM systems (Salesforce preferred) and customer engagement tools.
• Familiarity with omni-channel customer service platforms (phone, email, chat, social media, etc.).
• Strong analytical skills with the ability to interpret data and customer feedback to drive project outcomes.
• Excellent organizational, communication, and stakeholder management skills.
• Proven ability to lead cross-functional teams and manage multiple projects simultaneously while meeting deadlines.
• Experience in managing budgets, timelines, and delivering projects on time and within scope.
• PMP certification or other project management qualifications (preferred).

What would be your key responsibilities?

• Lead key customer care projects aimed at improving customer service operations and enhancing customer satisfaction. This includes process optimization, technology upgrades, and new service initiatives.
• Drive the implementation of omni-channel platforms and tools that improve customer engagement and service efficiency, ensuring seamless integration across all touchpoints (phone, email, chat, social).
• Collaborate with cross-functional teams (IT, product, marketing, customer care) to ensure projects are aligned with broader business goals and strategies.
• Develop and maintain project plans, timelines, and budgets, ensuring that customer care projects are executed on time and within budget.
• Monitor and track project performance, using appropriate tools and techniques to ensure that projects meet their intended goals and deliverables.
• Identify and mitigate project risks, and troubleshoot issues as they arise, ensuring minimal disruption to ongoing customer care operations.
• Communicate project updates and progress to senior leadership, stakeholders, and customer care teams, ensuring transparency and alignment across the organization.
• Manage the adoption of new technologies in customer care, including CRM systems and AI tools, to improve the team's ability to resolve customer issues efficiently.
• Oversee the rollout of training programs related to new systems and processes, ensuring customer care associates are equipped with the skills needed to handle evolving customer needs.
• Analyze customer care metrics and feedback, using data to identify trends and inform continuous improvement efforts across the organization.
• Ensure compliance with company policies and customer data protection standards across all customer care projects.

What can you expect from Mars?

• Work with over 130,000 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.

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.