DIGITAL CUSTOMER EXPERIENCE MANAGER

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Digital Customer Experience Manager (m/f/d)

About the role

This position exists to boost sales productivity globally by equipping commercial teams with the right digital tools, platforms, and strategies. Operating within the global Commercial Strategy/Digital Customer Experience team, the role aligns business goals with digital solutions, turning the Go-to-Market strategy into day-to-day sales force effectiveness. It serves as the bridge between global and local – embedding enterprise sales systems into market routines and ensuring they drive the intended business outcomes. Within the limits of corporate governance (data privacy, budget, IT standards), this role champions the adoption of these tools and knowledge-sharing across regions, so that best practices and insights flow both ways. Its ultimate objective is to deliver Go-to-Market Excellence by integrating digital capabilities with commercial objectives, thereby enhancing sales performance (e.g. better coverage, higher customer engagement, data-driven decision-making) in a sustainable, scalable manner

In this role, you will 

• Drive the Sales Enablement Strategy (Digital-First) – Develop and implement a cohesive enablement strategy that employs digital solutions to improve sales force effectiveness. This includes defining how global tools  support key commercial priorities (e.g. distribution, portfolio focus, revenue growth) and crafting initiatives to boost field engagement with these tools. Ensure the strategy is aligned with overarching business goals and Go-to-Market Excellence targets, so that digital enablement directly contributes to commercial success

• Manage Enablement Content & Knowledge  – Own the central repository of sales enablement materials (playbooks, training guides, how-to’s) and continuously update it with best practices and new functionalities. Serve as the global go-to expert on sales platforms and digital tools, ensuring regions know how to use them effectively. This responsibility involves governance of content (version control, quality, relevance) and partnering with IT/product teams to understand tool updates or issues. Ultimately, enable markets to easily access what they need in one place and drive consistency in usage.

• Align Digital Solutions with Business Priorities – Act as a translator between business needs and digital capabilities. For each market or region, help define which business priorities (e.g. improving direct sales efficiency, increasing B2B portal adoption, optimizing trade program execution) are supported by which digital solution. Establish and monitor KPIs to measure impact. Regularly review these metrics to ensure the tools remain relevant and deliver tangible impact, and work with stakeholders to course-correct if a solution isn’t meeting a market’s needs. This also means seeing opportunities to enhance or better integrate tools in response to market feedback

• Foster Cross-Functional Collaboration & Feedback Loops – Facilitate strong feedback loops between end-users (markets’ sales & trade teams) and the global solution teams. Partner with regional commercial leaders, local sales enablement teams, and IT/Digital teams to gather user feedback, difficulties, and enhancement requests for the tools. Convene regular cross-regional calls or working groups to share updates. Ensure that usage data and user feedback are fed back to platform owners and developers. Likewise, coordinate with Data & Analytics teams to incorporate analytical models into frontline usage. By acting as a liaison among these groups, continuously improve the content and functionality of the tools, and drive higher adoption through shared ownership.

• Act as a Digital Knowledge Bridge across Markets – Champion a culture of knowledge sharing and continuous learning around digital commercial tools. Connect markets to each other and to global, surfacing success stories and facilitating the spread of those practices. Organize training sessions, webinars, or “community of practice” forums to apply expertise in one region for use elsewhere. Maintain an up-to-date mapping of each market’s status on key tools (deployment, adoption level, key learnings) and use that to drive peer support (for instance, pairing a market that has mastered a tool with one just starting). By actively “building bridges” between teams, ensure that global and local knowledge capital is shared, and that every region feels supported in the digital transformation of their sales practices.

Key Skills & Qualifications 

• • University degree or equivalent experience in Business, Marketing, IT, or related field. 
  • Minimum 7 years in sales enablement, digital transformation, or commercial operations
  • Proven track record of implementing digital tools and driving adoption in a global organisation
  • Experience managing content repositories and enablement platforms
    
  • Background in working with IT and commercial teams to deliver scalable solutions

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.