Title:  Global Consumer Care - Digital Projects Manager

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Please, apply till 26.05.2025
Global applicants welcome

Global Consumer Care - Digital Projects Manager

The team:

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 superior consumer experience on a global scale together with JTI markets, to achieve Vision #1.

To support our ambition, we are looking for experienced and highly motivated consumer-centric individuals to join our thriving Global Consumer Care (GCC) team, based in HQ Geneva, Switzerland.

Position purpose:

In this global role, you will work closely with JTI markets, Ploom Brand Group, D&IT and BTS Consumer teams, and other global functions to align, develop, and deploy our best-in-class digital capabilities for our consumers globally, while also working across broader teams to enhance existing technology platforms, improve integrations, support the deployment of various GCC programs and services.

What will you do – responsibilities:

• Serve as a key digital SPOC from Global Consumer Care (GCC) digital team for ensuring the successful delivery of all Commercial Engine Programs and initiatives

• Work closely with GCC team members to create/co-create the toolkit/toolboxes contributing to the GCC’s ongoing or new global programs & services.

• Act as the GCC team’s point of contact for Hypercare, DES Accelerate and other cross-functional high priority projects as required, ensuring the timely and high-quality delivery of initiatives

• Act as a GCC Digital liaison between GCC, BTS, Ploom BG and markets in the processes of identifying, planning, implementing, testing and rollout of new features

• Consolidate and prioritize market demands/feedback by grouping similar requests, bringing it to development teams (BTS) and advocating for the elevation of high-value commercial deliverables, regardless of complexity

• Advocate for market-specific needs in the development of comprehensive digital guidelines, ensuring diverse and complex scenarios (e.g., dark markets, semi-dark markets, key accounts, trade-oriented markets) are addressed.

• Manage the cross-functional stakeholders (GCC, BTS M&S, Ploom BG, Markets) in an efficient and collaborative way aiming to deliver the set objectives.

• Identify and advocate to address recurring issues related to system bugs, processes, and feature activations by acting as a key liaison between GCC, BTS and market stakeholders.

• Facilitate knowledge-sharing sessions with GCC, BTS M&S, Ploom BG and Markets to promote best practices and ensure their implementation on a broader scale.

• Maintain open and consistent communication with Market digital and consumer care leads to ensure global solutions are effectively adopted and utilized with minimal customization

• Act as a digital SPOC within regions collecting intelligence on trends and requirements  from markets and providing required updates of information to senior management.

• Actively attend all necessary meetings / workshop associated with the initiatives to represent the GCC; please note overseas travel will be required.

Who are we looking for – requirements:

• Degree in Business, Marketing, Computer Science, or related field

• Experience working on consumer facing / CX projects preferably within consumer care / contact centers

• FMCG and/or Consumer Goods industry experience beneficial

• Strong and proven track of managing the stakeholders at global level

• Excellent organizational skills and ability to prioritize working on multiple initiatives simultaneously

• Strong one-on-one and group communication skills across functions and at all levels to liaise with stakeholders, relay project updates, and manage expectations

• Ability to work effectively independently as well as part of broader cross functional teams

• Excellent Digital skills around all aspects of consumer and user facing technologies. Experience with Consumer Care systems such as ServiceNow and Amazon Connect would be a distinct advantage

• Excellent general Technology skills using MS Office and project management tools

• Good problem solving skills to identify and adress issues that may arise during the project lifecycle, ensuring minimal disruption to the project timeline and quality

• Flexible mindset and approach to also be prepared to work on broader GCC business programs and initiatives outside the technology space

• Understanding of digital trends and technologies to make informed decisions and enable effective prioritization when working with all stakeholders

• Expertise in project management methodologies, including Agile, to manage digital projects effectively and efficiently

• Fluent high-level English, both verbal and written

Recruitment process:

Thank you very much for your interest in the role. You are welcome to apply.

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

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.