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SalaryJob Description:
Role : Corporate Affairs Specialist
Level : T1
Location : Mumbai
Job Profile
Manages the customer / consumer facing interactions to drive overall customer satisfaction and customer/ consumer delight experience, build and protect our Brand reputation and support the sales goals of the business for the benefit of the cats and dogs.
Guarantee to pet parents, customers & partners the highest quality of service in order to exceed their expectations in consistent with the image and the positioning of Royal Canin products and services and convert them into Brand ambassadors.
Corporate Affairs Specialist defines and develops strategic counsel, support and supervision for the Internal & external corporate communication strategy, process and governance. This covers Inform & Inspire Associates, corporate reputation, branded PR, and Social Media communications monitoring, issue and crisis management to build and protect our reputation by optimizing our reach with pet owners, our subscribers, potential associates & other stakeholders for Royal Canin to be recognized as “The Reference in Health Thru Nutrition for Cats and Dogs”.
To constantly support the brand image in full respect of RC philosophy & communication codes as well as with Mars 5 Principles.
What are we looking for?
Education & Professional Qualification
University degree – Food Science/Life Science, Specialization in Animal Nutrition/Animal behavior is plus
PR/Media/Communications/Customer Management background preferred.
Knowledge/Experience
5-6 years of previous experience in a Corporate Affairs/Communications/Consumer Care/ CSR
Issues/crisis communications knowledge and experience ·
Demonstrated track record of implementing PR programs and crisis communication plans which achieve measurable results
Proven communications and public relations planning and implementation experience ·
Digital media communication knowledge and experience ·
Project & Change management
Monitoring Regulatory environment & emerging issues impacting Pet, People, Planet
Experience in working in multidisciplinary/Multi geography teams.
What will be your key responsibilities?
COMMUNICATIONS (Internal + External)
Develop and drive the Royal Canin internal communication strategy and tactics that will engage and inspire associates towards Royal Canin OGSM 2030 “Create exceptional Mutual value by transforming the experience of pet ownership” Objective, Goals, Strategy Mission thru Ambassadorship on Health Nutrition, and increase advocacy for our segment, business and brand.
Manage strategically internal communication tools and channels e.g. R Connect/Meetings/townhalls/Newsletters/ Monthly update, etc.
Provide strategic guidance to the development and execution of 360 degree PR and is part in the agenda of monitoring Social Media Contents for Royal Canin that build brand equity, support brand business objectives and shape brand reputation, including quality & Food safety, innovations, employer of choice, reputation.
Co-pilot with Brand, Digital team and pillars’ leadership in the development of brand communication strategy & shape social media strategy and online reputation.
Manage & conduct appropriate research, measurement, message development & program evaluation for brand PR and communication campaigns.
Understand and benchmark competitive environment and ensure leading-edge programming.
Manage the ongoing monitoring, tracking and reporting of issues and events that can either positively or negatively impact the brand at the regional and global level. ·
Liaise with Mars, Petcare and global communications team, specific to issue and crisis management, , social media and brand communication. ·
Support in the management of issue and crisis situations, including Brand and Corporate Reputation controversial topics and social media/online crisis scenarios.
Support during CALM, BCM, PRIMP Process, Product recalls and Mars Petcare QFS Programs.
Monitoring the WOW of sponsoring's approval locally.
CONSUMER CARE
will collaborate closely with local internal stakeholders including scientific communication, marketing, sales, legal, and QFS plant
will manage contacts from all channels (concerns, question, praise) from consumers and customers (vets, pro, SPT) ensuring consumer satisfaction and brand loyalty to building our corporate image.
will deal with and handle product quality complaints from consumers, breeders, vet clinics, sales team, distributors, making the necessary follow up with people in charge of investigation in order to get the right information to answer the customer and to close the complaint following claim management guidance.
will consult relevant stakeholders (QFS plant, Formulators, Scientific communication) and ask for investigation for the resolution of more complex and sensitive concerns or question.
will identify any weak signal (complaint from final consumers, breeders, vets or retailer) that could be the start of a crisis and escalate immediately information to Corporate Affairs Director.
will represent the voice of the corporation for customers and consumers (aligned with Mars statement and policies) and the receiver of the insights from customers and consumers to be shared with all.
will follow the Global MARS Consumer Care Standard & Tools (Mars Pulse, Sprinklr & Consumer Query Resolution Process, Contact Management Process-Collect and Report of Consumer Care Activity
CSR (Corporate Social Responsibility)
Horizon Scanning & Monitoring external environment on Key Sustainability topics araising out of ESG impacting Mars/RC Business in long run.
Maximize opportunity & minimize risk by guiding business decisions based on regulatory insight and provide appropriate governance structure into the area of NGO, Shelters, and CSR partners.
Ensure compliance with Company’ Overall SIG 2.0 execution – Responsibility to Pet, People, Planet and on ground Animal Welfare activities including Corporate Social Responsibility actions as per the latest regulations.
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.
