Job Level:

Technical Leadership-T2

Job Description:

Mars is undertaking a transformation across our businesses to continuously develop best-in-class products & experiences and bring the best of our brand to our customers and consumers. As result, we are looking to for a key individual to join our North America Digital Business Partnership team focusing on our Sales organization IT needs. 

This role is responsible for ensuring business successfully adopts and maximizes the value of baseline forecasting product and trade promotion management product and their services at the regional level. This role combines customer relationship management, technical support, and backlog management for any new features for the product itself, the integration with other relevant products and the reporting associated.

This role primarily focuses on Mars Wrigley US and collaborate closely with business and technology teams to ensure shift to best-in-class operating model for Trade Promotion Management capabilities. The role will interact with not only the US teams but also a lot of global Mars teams including product team, architecture team and support organizations. There will be also lots of external vendors this role will be interacting with including Salesforce, Accenture etc.

Scope of the role to include:

Salesforce TPM product delivery

Baseline forecast product

TPM product backlog management

Oversee TPM product support and maintenance

User Adoption and Satisfaction measures

Reporting for trade promotion management

Roles & Responsibilities:

Customer Onboarding & Adoption

Guide the customers, including product owners, functionals leads and/or SMEs, from sales function through the initial setup and implementation of digital products.

Provide training, documentation, and best practices to ensure smooth adoption.

Conduct product walkthroughs and demos tailored to customer needs.

Customer Relationship Management

Act as the main point of contact for customer inquiries and escalations.

Work closely with product owners and functional leads from Sales.

Build strong relationships with customers to understand their business goals.

Gather customer feedback and provide insights to global product teams for product improvements.

Product Engagement & Value Realization

Monitor customer usage and engagement metrics using analytics tools.

Identify opportunities to optimize product utilization and suggest relevant features.

Conduct regular check-ins to ensure customers are achieving desired outcomes.

Understand new product features and updates and educate customers

Technical Support & Issue Resolution

Collaborate with support teams to help resolve technical issues quickly.

Proactively address customer concerns and provide troubleshooting guidance.

Maintain a knowledge base of common challenges and solutions.

Be the escalation point for production issues. 

Data-Driven Insights & Reporting

Use customer data to identify trends, risks, and opportunities.

Provide reports and dashboards to track customer health scores.

Recommend improvements based on data insights to enhance the customer experience.

Collaboration with both vendors and Mars internal teams.

Work with global product team and product providers to provide customer feedback for feature development.

Work with other functional/technical teams on end to end processes and system integrations including but not limited to Global Product team, Support Organization, Masterdata etc.

What are we looking for?

Customer-Focused

SaaS product management lifecycle

SaaS product backlog management

Trade promotion management

Sales forecasting experience

CPG experience

SRM (Strategic Revenue Management) or RGM experience

Planning and Organizing

What can you expect from Mars?

Work with over 140,000 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.

#TBDDT

Skills:

Action Planning, Compliance Management, Costing and Budgeting, Data Collection and Analysis, Managing Change, Planning and Organizing, Policy and Procedures, Project Risk and Issue Management, Stakeholder Expectation Management, Verbal Communication

Competencies:

Business Insight, Collaborates, Cultivates Innovation, Drives Engagement, Financial Acumen, Manages Ambiguity, Manages Complexity, Optimizes Work Processes, Plans and Aligns, Strategic Mindset

The base pay range for this position at commencement of employment is expected to be between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits.  Eligibility for these additional elements depend on the position offered and the employee’s work schedule (i.e., part-time schedule, store associate).  Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.

USD 117,804.00 - USD 161,985.00