Consumer Care Specialist - MW Benelux

At Mars, we believe the world we want tomorrow starts with how we do business today. In our Snacking segment, every bite matters and so does every consumer experience. That’s where you come in.

As our Consumer Care Specialist, you’ll play a key role in protecting and building the reputation of our beloved Mars brands — from M&M’S to KIND — while ensuring every consumer feels heard, valued, and delighted. You’ll connect consumer insights to our local Benelux teams, helping us keep our products and experiences as joyful and relevant as ever.

This role sits within Regional Consumer Care, with a dotted line to the Benelux Corporate Affairs team. You’ll collaborate closely with our Contact Centre partners, ensuring they’re empowered to deliver outstanding service and that every consumer interaction becomes a moment of learning and improvement for our business.

What are your key responsibilities?

• Oversee the performance of our Contact Centre partners for the Benelux markets and ensure they’re equipped to manage consumer conversations effectively.
• Be the voice of the consumer within our business — sharing insights that inspire continuous improvement in the Snacking segment.
• Ensure that local knowledge content is accurate, up to date, and aligned with the Mars tone of voice.
• Act as the first point of escalation for Contact Centre support requests or local issues.
• Manage crisis response in partnership with the Contact Centre and internal teams.
• Build and nurture relationships with key stakeholders in Q&FS, Corporate Affairs, S&RA, and Marketing to strengthen our consumer-first culture.
• Oversee local governance and administration, including audits, budgets, and reimbursement processes.
• Support regional initiatives, share best practices, and help shape the future of Consumer Care across Europe.

What are we looking for?

• Bachelor’s degree (preferred) and 3+ years of professional experience in consumer care, customer service, or a related field.
• Fluent in Dutch and English — essential for communicating with both consumers and regional colleagues.
• A self-starter who takes ownership, thrives on collaboration, and brings curiosity and positivity to every task.
• Confident using business systems; Salesforce experience is a plus.
• Strong stakeholder management skills and a natural ability to build trust and influence others.
• Experience in FMCG or with outsourced service providers is an advantage.
• A genuine passion for consumers and a drive to make every interaction count.

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.

Ready to make consumers smile, one conversation at a time?
Join Mars and help shape the future of Snacking — with care, creativity, and heart.