The 3P Business Partner Manager is responsible for leading a team dedicated to passionately driving the voice of the pet parent into business decisions and helping drive cross-functional accountability as we work to solve pain points for pet parents. The 3P Business Partner Manager will actively ensure the team has the business knowledge needed to deliver a best-in-class service organization that drives pet parent trust, retention and advocacy while also championing the voice of the pet parent to the business. This role will be responsible for representing the pet parent and the Pet Parent Partners team with various internal stakeholders across marketing, supply, research and development and more and will and will have responsibilities for effectively gaining buy-in on initiatives aimed at enhancing the Pet Parent experience. 

What are we looking for?

• Bachelor's degree in Public Relations, Marketing/Business, Service Experience or a Science/ Technology Preferred
• Proven ability to manage and motivate a team (remote team management a plus) 
• Proven organizational skills. 
• Positive, service-oriented attitude. Consumer Care experience preferred.  
• Minimum 10+ years of experience in related work (marketing customer experience/service experience, marketing communications)

What will be your key responsibilities?

• Lead a team responsible for bringing the voice of the pet parent to cross-functional stakeholders ensuring all levels of the organization understands the needs and pain points of pet parents.
• Develop and maintain effective relationships with a variety of internal stakeholders (e.g., product development, marketing, supply, legal, corporate affairs, etc.) to ensure the Pet Parent Partners team continues to have an active seat at the table for decision making  
• Stay up-to-date on cutting edge service experience offerings and evaluate need/value of new features and experiences in line with brand growth strategies and pet parent needs
• Balance the needs and expectations of multiple stakeholders – executives, departments, and our Pet Parent Experience team to ensure they are being heard  
• Manage a closed loop Pet Parent Feedback program with excellent project management, delegation, and critical thinking 
• Identify ways to leverage Pet Parent feedback and tie it to key business metrics to help develop the Pet Parent Partners experience to keep it front-and-center among stakeholders.  
• Communicate with easy-to-understand data and effective storytelling to influence all parties involved to buy in to the changes you are suggesting. Seek out the experiences most in need of fixing and use the data to inform corrective action. 
• Root cause analysis to identify issues with experience and/or address recurring pet parent issues 
• Identify the best actions to take (short-term and long-term) to best serve the Pet Parent’s interests and fix the most pressing pain points.  
• Share pet parent feedback/insights with Marketing to improve comms and brand content 
• Monitor testing of service improvements & formalize learnings 
• Test new channels and formats to provide general health and pet parenting advice

What can you expect from Mars?

• Work with over 130,000 like-minded 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.

#LI-MW1

About Mars:
Mars is a family-owned business with more than $35 billion in global sales. We produce some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5â„¢, SKITTLES®, BEN’S ORIGINAL® and COCOAVIA®. Alongside our consumer brands, we proudly take care of half of the world’s pets through our nutrition, health and services businesses such as Banfield Pet Hospitalsâ„¢, BluePearl®, Linnaeus, AniCura, VCAâ„¢ and Pet Partnersâ„¢. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire our 130,000 Associates into taking action every day towards creating the world we want tomorrow.

Disclaimer:
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.​​​​​​​

Note to Search Firms/Agencies:
Mars, Incorporated and its subsidiaries and affiliates (Mars) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Mars and the requisition is position-specific.  Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Mars will be deemed the sole property of Mars and no fee will be paid in the event the candidate is hired by Mars.