Title:  RRP Customer Care Manager Adriatica

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Please apply till 15th May

Contact: Justyna Ozimek, TA Expert

RRP Customer Care Manager Adriatica

Position:

We are looking for a passionate team member with solid track of project management with agile mindset. RRP Customer Care Manager is responsible to drive the Customer Care Strategy for Reduce Risk products, setting the fundamentals to deliver a superior customer experience. RRP CC Manager is responsible to identify commercial priorities and needs, building plans that support customer KPIs according to local regulation and global guidelines. This includes:

• Provide effective support in the implementation of Customer Care activities, ensuring full alignment with the Global Operating Model
• Monitor and ensure third-party Call Center performance with contractual obligations, maintaining high service standards;
• Oversee and manage the Reduce Risk product complaints handling process, including end-to-end workflow coordination within the Feedback Management System
• Plan, manage, and optimize the utilization of assigned budgets and resources to ensure the efficient execution of service implementation
• Lead performance monitoring and analysis customer KPIs to identify actionable insights and drive continuous improvement in customer experience
• Collaborate proactively with cross-functional teams to support the successful implementation of tools, systems, and strategic initiatives
• Ensure the delivery of Customer Care services is fully compliant with local market characteristics and relevant legal regulations

Requirements:

• University degree (Business administration, Marketing or similar)
• 3-5 years relevant experience
• Advanced PC skills (MS Office: Word, Excel, PowerPoint)
• Languages: English (fluent, spoken and written) & Serbian (native)
• Excellent communication and interpersonal skills; strong presentation abilities; proactive team player
• Structured thinker with strong analytical capabilities
• Skilled at handling multiple tasks simultaneously
• Self-disciplined, well-organized, result-oriented, and willing to take responsibility
• Ability to perform well under time pressure

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.