Title:  Global Consumer Care Manager

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 83% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, nine years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

Global Consumer Care Manager

Strategy

Global Consumer Care is driving the delivery of best-in-class consumer care across JTI. We are obsessed with our consumers and devoted to enhancing the experience at every step of their journey, from first contact through to loyal user and product ambassador. We are firmly committed to becoming #1 in delivering a superior consumer experience globally.  To support our ambition, we are looking for experienced and highly motivated consumer-centric individuals to join our thriving Global Consumer Care team in HQ Geneva.

Position purpose:

In this global role, you will work closely with JTI markets, Ploom Brand Group, and global functions to develop and deploy a best-in-class consumer care experience to enable us to deliver a superior, consistent and seamless experience to our consumers globally, across all channels, to drive retention and loyalty to our brands.

You will be responsible for the development of our multi-channel consumer care experience by identifying key moments to interact with consumers, defining contacting approaches, and enabling teams through state-of-the-art technology (e.g., Generative Artificial Intelligence). You will become a vital part of the Global Consumer Care team elevating and shaping the future of Consumer Care by enabling our teams to deliver a personalized consumer care experience that will ultimately exceed their expectations.

What will you do – responsibilities:

• Be consumer-centric, in everything you do
• Develop best-in-class consumer care experience
• Define and benchmark Consumer needs & expectations
• Develop an overarching multi-channel consumer care strategy in accordance and alignment with relevant stakeholders
• Personalize care experience across care channels
• Develop and enhance care aspects of the Adoption program
• Develop a strategy towards technology-enabled automated care experience
• Design state-of-the-art consumer care journeys that allow to implement a personalized consumer care strategy across care channels
• Identify opportunities for highly personalized experiences throughout the consumer care journey, creating memorable interactions and increasing overall consumer satisfaction and loyalty
• Support HQ and markets in adopting the developed consumer care experience strategy and developed consumer care journeys by translating them into tangible initiatives
• Convert identified initiatives into strategy implementation roadmaps and oversee the execution jointly with responsible stakeholders   
• Consult with global and local market teams to understand and track the progress of consumer care experience strategy implementation
• Develop key performance indicators to track the progress of implementation of consumer care experience strategy and initiatives to create measurable and sustainable impact
• Scout and assess new trends influencing consumer care experience (e.g., leading brands, offerings, technology, benchmarks, etc.) on feasibility and applicability
• Work closely with other GCC Managers, especially VoC, Continuous Improvement, Pro-active Care and Operations Managers to develop and communicate holistic strategy to the respective teams
• Attend weekly progress meetings, share key take-outs and drive follow-up actions
• Travel is likely to be required periodically, sometimes frequently

Who are we looking for – requirements:

• University degree in Management, Marketing, or Business Administration, or equivalent
• Core Experience:

         - Minimum of 10+ years’ experience working as a consumer care experience Manager with focus on consumer experience strategy development 

         - Proven track record of developing cutting-edge consumer care experience strategies and empowering teams to deliver personalized consumer care experience

         - Favorably 1-2 years working within a Consumer Services Centre or Contact Service Centre or similar environment

         - FMCG and/or Consumer Goods industry experience required

• Strong background in consumer care strategy development, including framework definition, consumer journey mapping, lever definition, root cause analysis and implementation plan development (incl. initiative breakdown)
• Capability to craft compelling storylines, define impact and value and present recommendations to senior stakeholder and HQ leaders
• Analytical mindset, with the ability to break down complex requirements, suggest improvements and proactivity develop recommendations, next steps and work packages
• Skill to prioritize and focus on consumer care strategy implementation initiatives that deliver most impact or value to consumer
• Ability to quantify impact of strategy and initiatives
• Strong one-on-one and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
• Computer savvy in MS Office tools (especially PowerPoint and Excel) with a good understanding of Consumer Care systems (e.g., ServiceNow)
• Entry level industry/category knowledge would be beneficial
• Comprehensive understanding and adaption of agile ways of working
• Fluent high-level English, both verbal and written

Recruitment process:

If you are an experienced and passionate Consumer Care Strategy Manager who is looking for an exciting and rewarding opportunity within a fantastic company – we need you, come and join us!