Mars, Incorporated

Client Care Representative Location: Remote, United States Supply Chain & Engineering Job ID: R155968 Job Description: Customer Care B3-I Remote Customer first approach! The Client Care Representative will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction. What are we looking for? Minimum: - High School Diploma - High-speed internet access - internet connection of 100kbps - Work environment free from background noise, interruptions, and distractions. - 1+ year experience with Salesforce - 1+ years utilizing MS Office Product Suite Preferred: - College degree - Prior experience working in customer service call center environment - Prior customer service experience with the veterinary field What will be your key responsibilities? - Ability to handle challenging customer interactions that include phone, email, chat, and cases & SMS. - Ability to determine customer needs and provide appropriate solutions in a timely and professional manner. - Ability to empathize and prioritize customer needs by demonstrating agility and teamwork. - Ability to resolve conflicts and set appropriate expectations for customers. - Able to identify roadblocks and escalate through the appropriate channels. - Exude patience and ownership with each customer, including both internal and external contacts. 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. - A strong focus on 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-Remote #LI-AS2 Mars does not sponsor visas for this role. This position is not eligible for relocation benefits. The base pay range for this position at commencement of employment is between the below range, 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 & general allowances (depending on the position and employee's work schedule). Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee's work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee's work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays. USD 21.35 - USD 29.35

• Deliver peer-to-peer medical consultation to veterinary clients with professionalism, warmth, and genuine empathy • Develop and maintain superior knowledge of all offerings and services, including proprietary testing and in-house diagnostics • Cultivate and strengthen collegial rapport with clients throughout the consultation process • Contribute actively to team culture by supporting colleagues, contributing positively to team culture, sharing clinical knowledge, and participating in the development of internal learning materials and resources • Support consultation services and collaborate across departments as needed • Attend consultant meetings and continuing education seminars

Role Description Dans le cadre des accords négociés chez les clients nationaux et régionaux, vous contribuez au développement du chiffre d’affaires des magasins de votre secteur sur les catégories Petcare et Food. Grâce à un pilotage régulier de votre activité, vous mettez en œuvre des plans d’actions définis afin d’atteindre vos objectifs et de saisir les opportunités commerciales sur votre secteur. Quelles seront vos principales responsabilités ? - Développer la présence et la visibilité de nos marques en magasin - Garantir la présence permanente de nos marques en linéaire - Optimiser leur visibilité en magasin : positionnement, nombre de facings, balisage, boutique, etc. - Assurer la présence et la visibilité de nos marques hors rayon, dans le respect des plans d’activation définis. - Déployer les objectifs nationaux et régionaux sur votre secteur - Assurer la redescente des assortiments négociés dans les délais impartis - Développer la part de linéaire de nos catégories - Optimiser la mise en œuvre des plans nationaux et régionaux - Réaliser le plan TG / événements conformément au plan de revente enseigne - Communiquer les prix marketing recommandés - Identifier et saisir les opportunités de développement commercial - Piloter la performance de votre secteur - Suivre les performances de votre secteur à l’aide des différents outils et indicateurs disponibles (Nielsen, Statigest, Datasharing, OSA, etc.) - Analyser les résultats, identifier les leviers d’amélioration et déclencher les actions correctrices nécessaires - Assurer une communication fluide et un suivi rigoureux - Assurer la bonne circulation des informations relatives à vos clients auprès des interlocuteurs internes et externes concernés - Veiller au respect des processus administratifs en vigueur : notes de frais, routing, rapports journaliers, capture des objectifs, réplication, etc. - Optimiser les investissements de votre secteur - Piloter les budgets délégués et veiller à optimiser les investissements réalisés auprès de vos clients Qualifications - Une expérience significative dans un environnement commercial exigeant - Une forte autonomie dans la gestion et le pilotage d’un secteur - Une posture commerciale affirmée, tournée vers la négociation et la performance - Une capacité à identifier les opportunités et à transformer l’analyse en actions concrètes - De la rigueur, du dynamisme et un vrai sens des priorités - Un esprit collaboratif et une aisance relationnelle forte Benefits - Chez Mars, nous croyons en une relation de confiance mutuelle, de dignité et de respect entre l’entreprise et nos Associés qui a pour nous plus de sens qu’une relation employé/employeur standard. - L’opportunité d’apprendre, de se développer et de faire avancer ta carrière chez Mars. - Un environnement où vous avez l’opportunité de prendre des initiatives pour faire la différence et d’être récompensé.e pour votre performance.

Role Description The Client Care Representative will provide our customers the service they deserve to match our premium product for their beloved cat or dog. They will strive to win loyalty & trust of our customer by taking ownership and accountability in every interaction. Qualifications - High School Diploma - High-speed internet access - internet connection of 100kbps - Work environment free from background noise, interruptions, and distractions. - 1+ year experience with Salesforce - 1+ years utilizing MS Office Product Suite - Preferred: College degree - Prior experience working in customer service call center environment - Prior customer service experience with the veterinary field Requirements - Ability to handle challenging customer interactions that include phone, email, chat, and cases & SMS. - Ability to determine customer needs and provide appropriate solutions in a timely and professional manner. - Ability to empathize and prioritize customer needs by demonstrating agility and teamwork. - Ability to resolve conflicts and set appropriate expectations for customers. - Able to identify roadblocks and escalate through the appropriate channels. - Exude patience and ownership with each customer, including both internal and external contacts. Benefits - 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. - A strong focus on 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. - Eligible employees are automatically enrolled in a 401(k) plan. - Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and eligible dependents. - Up to 18 weeks of paid parental leave. - 120 hours of vacation per year. - Paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year. - 12 paid holidays throughout the calendar year that include both fixed and flexible holidays.

Title: Scientific Services Manager - West Location: Denver United States Creve Coeur, Missouri, United State - San Francisco, California, United States Los Angeles, California, United States Denver, Colorado, United States Seattle, Washington, United States Minneapolis, Minnesota, United States Corporate Affairs Job ID: R155482 Mars does not sponsor visas for this role. This position is not eligible for relocation benefits The ROYAL CANIN Scientific Services Manager will lead a team of Scientific Services Veterinarians responsible for providing internal and external veterinary technical expertise, in addition to driving sales performance through our influence of key opinion leaders (KOLs) and specialty hospitals. This role is a strategic partner with the Director of National Accounts and veterinary sales director, to deliver collaborative plans that drive business results in alignment with objectives of the therapeutic diet business. The Scientific Services team fills a crucial role in the execution of best-in-class scientific education as well as consultation with customers that drive health through nutrition of cats and dogs. What will be your key responsibilities? - Build, develop and engage a diverse, collaborative team that is regarded as the scientific resource and veterinary partner for our veterinary sales team. - Partner with the veterinary sales director to ensure execution of our strategy in the field to drive recommendation through education and influence. - Work cross-functionally to help identify solutions that drive business growth through technical excellence and KOL influence in the field - Provide insight to the Veterinary sales teams on opportunities to leverage the team's technical expertise, as well as KOL influence to deliver business results - Collaborate with Royal Canin Marketing and Scientific Communications to ensure veterinary field support of new product launches and promote growth of existing products - Coordinate with Data and Analytics, Sales Transformation, and Customer 360 teams to deliver effective tools to manage and measure work in veterinary sales support and KOL management. - Partner with the vet nutritional advisors to maintain and expand nutritional consultations to hospitals in a way that is efficient, brings value to our customer and drives therapeutic results for their patients. - Streamline processes with veterinary sales team to focus on high impact activities - Collaborate with the MVH and National Accounts team to align with medical leadership in business planning. - Drive team member's subject matter expertise in nutrition, as well as the sales process - Use strong business acumen to prioritize and manage team budgets effectively - Support development and management of tools to measure impact of KOL influence on business results - Ability to travel (up to 75%) and otherwise be able to work from home effectively What are we looking for? - A Doctorate in Veterinary Medicine (or equivalent) with an active license in one or more states is required - 3+ years employment as a veterinary practitioner. - 2+ years of experience working in vet industry - Demonstrated leadership skills, particularly for a remote team - Collaborative personality and the ability to work cross-functionally with high emotional intelligence to manage stakeholders with mutuality - Able to thrive in an environment of rapid change - Strategic agility and problem-solving skills - Able to learn effectively on the fly - Have knowledge of Salesforce and other tools to manage and measure work - Excellent PC skills (Microsoft Word/PowerPoint/Teams/OneNote, and Zoom) What can you expect from Mars? - Work with over 130,000 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. The base pay range for this position at commencement of employment is between the below range, 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 & general allowances (depending on the position and employee's work schedule). Subject to the terms and conditions of the applicable policies and plans then in effect, and depending on the position offered and the employee's work schedule (i.e., part-time schedule), eligible employees are automatically enrolled in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents, and may be eligible to take up to 18 weeks of paid parental leave. Employees will also receive the following paid-time off (which may be prorated based on start date and the employee's work schedule): 120 hours of vacation per year, paid sick time for eligible Associates of 100% pay continuation for a maximum of 40 hours per calendar year, and 12 paid holidays throughout the calendar year that include both fixed and flexible holidays. USD 153,600.00 - USD 211,200.00

• Lead, coach, train and support your team composed of sales representatives in France and Belgium as well as ultrasound applications engineers. • Drive revenue and margin growth for the imaging product range in line with defined targets. • Provide regular support and close follow-up (frequent travel within the territory). • Act as the link between commercial management and field teams, report market feedback and propose actions to increase market share. • Foster a positive, engaging dynamic to motivate teams daily and enhance the company’s image with veterinary clients. • Analyze performance indicators and sales forecasts, ensure regular reporting and promote proper CRM usage (visit reports, customer data updates). • Collaborate with Key Accounts teams on large-scale projects. • Actively participate in organizing and executing trade shows, conferences and training sessions (Antech Academy).

• Onboarding & Launch: Lead the end-to-end setup of newly signed clinics across mainland UK. • Workflow Integration & Embedding: Build and implement bespoke clinical and administrative workflows with Front of House teams and Vets. • Clinic "Farming" & Optimisation: Identify "under-performing" active accounts and implement strategic plans to grow their home delivery uptake and the number of electronic product recommendations. • In-House Training: Conduct intensive in-person training sessions for veterinary surgeons, nurses, practice managers and receptionists.

• Lead a team of Scientific Services Veterinarians responsible for providing internal and external veterinary technical expertise • Drive sales performance through influence of key opinion leaders (KOLs) • Collaborate with veterinary sales director to deliver collaborative plans that drive business results • Work cross-functionally to identify solutions that drive business growth • Support development and management of tools to measure impact of KOL influence on business results • Ability to travel (up to 75%) and work from home effectively

Role Description Be the health ambassador through Vets, influence the business model for Italian clinics and being the point of reference for Vets. - As a Royal Canin ambassador support the science behind our products to influence recommendation of RC product providing the best nutritional recommendations to the vet, visiting them with the assigned frequency. - Ensure a perfect in-clinic execution aligned with strategy and business objectives resulting in sales development in veterinary practices by achieving the quantitative and qualitative objectives of the business plan. - Ensure an effective monitoring of achievement leveraging on the “Sales Force Automation” “Set2Sell.” - Support local sales development by identifying and unlocking additional business opportunities in the area of responsibility through strong collaboration with Business Development Manager and Pro Area Manager. - Laise effectively with all the internal departments to assist the business and support effectively our customers. - Increase level of Royal Canin Advocacy with Key Opinion Leader. - Actively participate in local and national meetings and congresses. Qualifications - Education & Professional Qualification: Veterinary Degree - Minimum 2 years of experience in VET business with the role of Sales agent/Account - Strongly preferred: Vet clinic experience - Desired: fluent English Requirements - Individual contributor: Focusing on performance - Creates Collaborative Relationships MARS Leadership Competencies - Customer Focus - Instills Trust - Drive Results - Communicates Effectively - Plans and Aligns - Collaborates - Tech Savvy - Self-Development Key Functional Competencies & Technical Skills - Product and Prescription model ambassadorship - In call effectiveness - Leverage insights to action - Selling

Role Description The primary purpose of this position is to be responsible for delivering territory sales growth and securing the clinical recommendation of Royal Canin products in line with the veterinary pillar strategy. - Exciting opportunities to engage with pet professionals and enthusiasts at 2-3 key industry events per year (some weekend work involved). Qualifications - Sales Enthusiasm: Proven sales experience or a strong desire to learn and achieve. - Nutritional Savvy: Confidence in understanding and presenting nutritional information. - Skills: Strong presentation, communication and IT skills (proficient in Microsoft Word, Excel, PowerPoint etc.) to support effective sales analysis and management of the territory. - Driver’s License: A clean driving record is required. - Direct Experience: In related companies or working within the veterinary industry preferable. Requirements - Ignite Growth: Achieve sales goals by utilizing your strong selling skills to meet the unique needs of veterinary clinics. - Build Relationships: Develop and nurture partnerships with key clinic individuals, identifying new opportunities to recommend our premium therapeutic diets. - Educate: Veterinary staff on nutrition by being an expert in veterinary product knowledge and utilising available training tools. - Collaborate & Innovate: Work closely with your team and contribute valuable customer insights to shape strategies that benefit both clinics and pet owners. - Engage & Educate: Participate in trade shows and conferences, delivering impactful training on nutritional benefits to support clinics. - Stay Organized: Manage weekly reporting and maintain activity logs to keep your initiatives on track, including pre-call planning with defined objectives and delivery of sales coverage model objectives (frequency of visits, level of service etc.). Benefits - £38,000 – £40,000 base salary plus bonus up to £7,000-£15,000. - Company car & Exceptional Benefits. - Private healthcare + equal parental leave. - Generous pension (up to 9% contribution). - Life assurance (4x salary). - EV salary sacrifice scheme. - Gym membership & wellbeing support. - Annual leave starting at 24 days, rising to 32 with service. Company Description At Royal Canin, we’re looking for a dynamic veterinary business manager to drive sales growth and enhance the well-being of pets through nutritional recommendations.