Tech Product Lead - Customer Care

We at Mars Petcare believe in making a better world for pets and we want to do this through transforming our relationships with Pet Owners through delivering excellent products, services and personalized experiences with our brands. The Digital Products, Platforms & Services team is a newly formed team sits within Growth, Digital & Platforms (GDP) global function and is responsible for designing, developing & rolling out state-of-the-art digital products across brands, regions & divisions globally and help our brands accelerate organic growth.

We are seeking a talented and experienced Tech Lead to join our team. The ideal candidate will be responsible for leading technical initiatives, providing guidance and mentorship to a team of engineers, and leading the product engineering direction of our Consumer Care digital product.

You will collaborate closely with cross-functional teams to define technical requirements, architect scalable solutions, and ensure alignment with business objectives and best practices. You will collaborate with other leads, data engineers, architects to develop scalable, reliable, and secure consumer care digital product. You will collaborate closely with cross-functional teams to identify and deliver cross-cutting use cases centered around care, partner with and leverage consumer data available through our suite of digital products including CRM, Marketing Data Hub, CDP and such. You will partner closely with each product’s Product Owner and the Tech Product Lead, Data Analyst and Data Integration Lead with a focus on assisting with cross-brand, cross-division and cross-product data analysis of the products for timely product development and also the rollout of these products to our global Mars Petcare brands and divisions. Specifically, you will be accountable to drive data engineering architecture, insights and data driven decision making between GDPs SSO (Single-Sign-On) product comprised of Consent management, Identity and single-sign-on experience for our consumers (Pet Parents and Pet Owners), CDP (Customer Data Platform), CRM (Customer Relationship Management), DAM (Digital Asset Management) and CMS (Content Management System and the frontend experience). You will also connect with brand and divisional data stewards to ensure the requirements are well understood, aligned and drive towards a comprehensive analysis, scoping and product development of our products for each brand and division across different countries and regions.

MUST HAVE

• Strong domain expertise with large scale Customer Care software like Salesforce Service Cloud, Genesys, Zendesk etc.
• Proven experience leading large scale Customer Care deployments globally
• Strong technical expertise in software engineering principles, design patterns, and best practices.
• Hands-on experience with cloud-based data platforms and services ideally on Azure Cloud.
• Strong understanding of database technologies (e.g., relational databases, NoSQL databases, data warehouses).
• Excellent leadership, communication, and collaboration skills, with the ability to influence and drive change across organizational boundaries.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Experience with Agile methodologies and DevOps practices is required
• Strong attention to detail and ability to manage multiple projects simultaneously while meeting deadlines
• Passion for innovation, continuous learning, and driving business growth through data-driven decision-making.
• Relevant certifications data architecture, data management certifications are a plus

NICE TO HAVE

What can you expect from Mars?

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