RRP Retention & Consumer Care Manager

RRP Retention & Consumer Care Manager (m/f/d) 

The Reduced Risk Product (RRP) Consumer Care Manager designs, owns, and continuously develops the consumer care approach to deliver a consumer-centric, high-quality service experience. Working within corporate and regulatory guidelines, the role governs consumer care across channels, including enhanced support for critical cases, and translates consumer feedback into improvements to the consumer journey, product experience, and service model. 

Position: 

As the RRP Consumer Care Manager, you will: 

• Design, own, and continuously improve the RRP consumer care approach, service principles, standards, and escalation models 

• Govern end-to-end consumer care processes across all channels and support consistent, compliant, high-quality handling of requests, complaints, and quality incidents 

• Oversee escalations, complex cases, and enhanced support processes for critical consumer situations and high-impact issues 

• Identify systemic root causes of consumer issues and coordinate corrective actions with Consumer Journey Management, Product, Brand, Performance, and external partners 

• Analyze consumer feedback, complaints, and service data, prepare management and regional reporting, and turn insights into actionable recommendations 

• Develop and maintain service scripts, guidelines, training materials, and an up-to-date knowledge base for internal teams and external partners 

• Support consumer retention, satisfaction, trust, and long-term engagement through service excellence 

• Complete other tasks and projects as they arise and at the manager’s request 

Requirements: 

• University degree in business, marketing, or economics; an international university degree is an advantage 

• At least five years of experience in consumer care, customer experience, service operations, or consumer-centric roles in a fast-moving consumer goods (FMCG) or consumer goods environment 

• Proven experience designing and evolving consumer care or service models, in addition to operational delivery 

• Hands-on experience managing complex consumer cases, escalations, complaints, quality incidents, and enhanced support scenarios 

• Experience collaborating across Brand, Product, Consumer Journey Management, Performance, and external partner teams 

• Demonstrated contribution to consumer retention, satisfaction, and trust through service excellence 

• Fluent English and Russian; Kazakh is an advantage 

• Proficiency in Microsoft Excel and Microsoft PowerPoint 

• Strong capability in service process design, documentation, standardization, feedback analysis, insight generation, stakeholder management, communication, and influencing 

• Consumer-centric approach with a strong focus on retention and consumer lifetime value 

What to expect: 

A role with ownership of the RRP consumer care strategy and service model, combining operational governance, complex case management, consumer insight, and cross-functional collaboration. You will help strengthen service quality, consumer trust, retention, and continuous improvement across the consumer lifecycle while working in line with corporate, regulatory, health and safety, and quality management requirements.