GCC Consumer Journey Manager

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Applications until February 14, 2026.

GCC Consumer Journey Manager 

Global Consumer Care (GCC) is a dynamic and fast-growing team, firmly committed to becoming the #1 benchmark in delivering best-in-class care globally.

We care deeply about our consumers and are committed to enriching their experience at every stage of their journey — from first contact to lifelong advocacy.

At the heart of our organization lies a simple belief — every consumer interaction is an opportunity to create a meaningful connection and lasting loyalty. As part of our Global Consumer Care team, we are reimagining the way we engage with consumers worldwide — blending human empathy with digital innovation to deliver experiences that matter.

What will you do?

As Global Consumer Care Consumer Journey Manager, you will be responsible for designing, optimizing, implementing and continuously improving end-to-end consumer journeys across all consumer care touchpoints. Acting as a bridge between strategy and execution, the role ensures journeys are seamless, insight-led, and aligned with brand, operational, and digital transformation objectives—driving consumer satisfaction, efficiency, and trust.

Key responsibilities:

• Own the end-to-end consumer journey within the scope of GCC across all channels and represent the team in cross-functional programs (e.g. Digital, Consumer Experience Management, Commercial Strategy teams) and initiatives
• Support the activation and execution of Commercial Engine programs specifically within the GCC channel, ensuring successful deployment across all markets.
• Design and deploy Consumer Care initiatives that support our strategic priorities and operational model, both in reactive and proactive care.
• Partner with functional stakeholders and GCC regional teams to ensure successful program adoption and localization.
• Drive continuous improvement through data insights, performance tracking, and best practice sharing.
• Support change management and communication efforts to embed new ways of working across markets.
• Support the GCC team with other projects and initiatives as directed

Skills and Experience Required

• 10+ years’ international experience shaping Consumer Care and/or Experience strategies within FMCG or Consumer Goods industries.
• Excellent understanding of end-to-end Consumer Journeys and the appropriate touchpoints and channels used at specific points
• Extensive experience in implementation and roll out of new initiatives through the whole lifecycle — identifying, implementing, and scaling solutions that drive efficiency and uplift consumer experience.
• Proven understanding of AI, including Generative AI (GenAI) and practical experience in real-world AI technologies and applications.
• Influential communicator at all levels and visionary leader, skilled at aligning senior stakeholders.
• Used to working in cross-functional, geographically diverse teams as well as outside consultancies
• Fluent in English; other languages are an asset.
• Willingness to travel internationally.

Why join us

This is an exciting opportunity to help shape the future of Global Consumer Care — where innovation meets empathy, and where every program you design contributes to enriching the consumer journey worldwide.

We are looking for individuals that align closely with Our Way behaviors, which are made up of 4 core pillars: Start with us, Make it count, Welcome challenge, and Shape tomorrow, today. More details on these pillars can be found on our website.

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.