Royal Canin
Consumer Care
Castle Cary, Reino Unido
Everything we do is driven by our passion for pets. Across every role and every location around the world, our teams are united by a shared purpose: creating A Better World For Pets. As a truly pet-centric company, we put pets at the heart of everything—from the products we create to the care and expertise we bring to our work. Whether you’re in R&D, manufacturing, customer care, or any of the corporate functions, your contributions make a direct impact on the health of pets everywhere. We’re also deeply committed to the growth and development of our associates, offering opportunities to learn, innovate, and make a difference every day.
- Job Type: varies
- Level: mid-level
- Travel: varies
- Average Salary: $63K-$96K
Success Profile
What makes a successful Consumer Care at Royal Canin? We look for the right mix of the following traits when speaking with you.
- Analytical
- Curious
- Efficient
- Responsible
- Results-driven
- Team player
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Purpose
Connect your passion for pets to the purpose: A Better World For Pets
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Health & Wellbeing
A comprehensive focus on your individual health & wellbeing
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Inclusion
A place where you can belong and be yourself
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Career development
Professional learning offerings, annual personal development plans, Mars University
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Attractive total rewards
Your financial wellbeing through a competitve salary and bonus plan
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Focus on sustainability
We invest in you so you can make a better world
What I love most about Royal Canin is how pet-centric we are—everything we do revolves around improving the lives of pets. It’s not just about creating high-quality products; it’s about living our purpose every day. At the same time, Royal Canin invests in us as associates, helping us grow, develop our skills, and find real meaning in our work. It’s inspiring to be part of a global team that prioritizes both pet health and personal development.
Christina Sermak-Frankowski People & Organization Director, Learning & Culture
A day in the life of a Consumer Care agent:
As a Consumer Care Coordinator, you will be a valuable part of the Consumer Care team for UK & Ireland at the office in Castle Cary. You will add the value to the consumer experience with our brand, services, and products. You will be a voice of Royal Canin for our clients and consumers while also being the receiver of the insights from them for the knowledge sharing in the team.
Daily, you will follow the Mars Consumer Care standard so that mandatory KPIs are accomplished with consumers and customers, with the aim of ensuring the satisfaction and loyalty of them. That also involves data collection and reporting of consumer care activity while using the CRM system. You will interact with different internal stakeholders such as Health Affairs and the Global Consumer Care Community.
What are we looking for?
We are looking for a new colleague who brings experience from a customer-focused role and has a strong interest in championing Quality, consumer experience, or customer service. You communicate clearly and professionally, with excellent writing skills and the ability to strike the right tone of voice. Experience with brand communication and social media is highly desirable.
You are well organized, able to work effectively under time pressure, and skilled at building strong working relationships across functions. Integrity, trustworthiness, and the ability to identify and proactively address reputational risk are essential qualities in this role.
Experience working with CRM systems and using Microsoft Excel to interpret simple data, identify trends, or generate insights is an advantage. Knowledge of product management, marketing, supply, Quality, Food Safety, Veterinary, or the pet industry is beneficial but not required.
You also have a background in animal care, such as veterinary nursing or similar education, along with a strong interest in nutrition. Experience in customer support or service roles is valuable, and you learn quickly when working in a specialized and technical market. Fluency in spoken and written English is required, and additional Nordic languages are a plus.
As a person, you are service-minded, responsible, self-driven, and solution-focused. You are comfortable handling inquiries and complaints professionally, always keeping the consumer’s needs in focus while contributing positively to the team and the broader business.
Your key responsibilities will be:
• Manage and respond to consumer inquiries across multiple communication channels
• Provide professional and knowledgeable answers that support a positive brand experience
• Gather and report first-hand consumer insights to support continuous improvement
• Offer scientific and technical explanations related to our products
• Handle complaints and identify effective, customer-focused solutions
• Maintain regular collaboration and communication with the Global Consumer Care Community