Royal Canin Consumer Care Nutritional Advisor in Brussels, Belgium
Consumer Care Nutritional Advisor
Royal Canin Benelux
Job purpose / Overview
Everything we do is driven by our passion for the health and wellbeing of every cat and dog. And you can now join, stay, grow with Royal Canin.
Our deep understanding of the needs of cats and dogs is what makes it possible for us to make the world's most precise pet health nutrition. We never stop learning and never take anything for granted. That’s why we collaborate with leading scientific, veterinary and behavioral experts, and maintain an ongoing dialogue with cat and dog owners worldwide.
As Consumer Care Nutritional Advisor you will play a crucial role in this setting. As reference in health through nutrition for cat and docs you are the ‘go to’ reference point for nutritional advice using your expertise and knowledge. You will provide our customers (vets, breeders, specialty stores) and consumers with relevant nutritional advice. Also, you will try turn complaints into the best possible experience to keep customers and consumers as ambassadors for our brand.
You will be part of the brand & pet owner department working in a highly motivated consumer care team covering the Benelux. Your base location will be our office close to Zaventem. Together with the team you will embark on our journey to develop our Premium Consumer Care approach.
Driven by the Quality principle, the Consumer Care Manager is the custodian of the quality of the Consumer/Customer facing interaction aiming at reaching the excellence in Consumer Care (being above the industry benchmark) whatever the channel.
Drive the overall consumer experience and satisfaction, recommendation and loyalty, help build and protect our brand reputation and support business growth.
Be able to adapt the communication style between traditional contact center channels (phone, e-mail and chat) and new digital channels on social media.
Manage 2nd level complexity (i.e. not basic Q&As not related to health/nutrition) as well as social media community engagement in health conversations.
In the future, work with CRM data to identify weekly top contact drivers and be able to propose proactive solutions/content to be published on social media.
You will report into the Consumer Care Manager, as part of the local Corporate Affairs Team in the Benelux.
Align to the global customer care strategy in the market.
Provide our consumers and customers with the best information possible (both in writing as verbally), based on relevant and scientifically proven information.
Be an ambassador for our organization and our brand.
Develop knowledge and usage of CRM (Marspulse/Salesforce, Sprinklr) and creativity tools for digital channels in the future.
Leverage CRM/Social CRM technologies to keep track of all conversations and contacts to achieve continuous improvement.
Accurate handling of all product related quality complaints. Internal reporting of these complaints to relevant departments in the unit and internationally in accordance with applicable quality procedures.
Build and maintain excellent relationships with internal stakeholders to maximise consumer care performance and added value to the business (Scientific Communications, Quality & Food Safety, marketing & sales, and global teams).
Provide excellent customer care support during crisis time.
1. Education & Professional Qualification
You either hold a veterinary degree as a qualified Vet Nurse or a degree in nutrition (both human and animal focused).
Combination of 1 year in call center/clinic management or as nutritional advisor.
Dutch, French and English are must have.
Passion for pets and animal health.
Knowledge of social media and digital channels as millennial.
Strong relational and communication skills interpersonal and digital.
Excellent PC skills and knowledge of Microsoft Suite programs.
Key Supporting Competences
Functional /Technical Skills
Key Functional Competences & Technical skills
Communication skills: Superior verbally, written skills and ability to connect with diverse audiences - breeders, retailers, pet owners, veterinarians
Nutritional or veterinary knowledge/background
Knowledge linked to digital / social platforms
Drive for Results
Empathy / Political savvy
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.