Title:  Global Consumer Care Manager

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 83% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, nine years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

Global Consumer Care Manager

Pro-active Care & Sentiment Guardian

Global Consumer Care is driving delivery of best-in-class consumer care across JTI. We are obsessed about 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 a superior consumer experience globally.  To support our ambition, we are looking for experienced and highly motivated consumer centric individuals to join our thriving Global Consumer Care team in HQ Geneva.

Position purpose:

In this global role, you will work closely with JTI markets, Ploom Brand Group and global functions to develop and deploy a best-in-class pro-active consumer care approach to enable us to deliver a superior, consistent and seamless experience to our consumers globally, across all channels, to drive retention and loyalty to our brands.

You will be responsible for the development of pro-active consumer care programs (inc. outbound interaction) consumer care strategy by identifying key moments to proactively interact with consumers, defining outbound contacting approaches and enabling teams through defining the required technological tools and solutions. You will become a vital part of the Global Consumer Care team elevating and shaping the future of Consumer Care by shaping distinctive high quality pro-active dialogues with our consumers.

In addition, you will be responsible for developing programs to improve our understanding of consumer sentiment, to be able to anticipate their needs and therefore build relevant personalized and meaningful conversations to deeply connect with our consumers and ultimately exceed their expectations.

What will you do – responsibilities:

• Be consumer-centric, in everything you do
• Develop best-in-class pro-active consumer care strategy in accordance with overarching consumer care strategy
• Identify relevant moments in the consumer care journey that can be used to pro-actively shape consumer dialogues and experiences
• Work closely with other GCC Managers, especially VoC, Digital and Continuous Improvement Managers to identify relevant moments in the consumer care journey and improve consumer care offering
• Design proactive consumer care objectives (e.g., consumer satisfaction) and offerings (e.g., solution space, triggers, scripts)
• Derive performance tracking for pro-active consumer care strategy, program, and objectives (e.g., pro-active outbound calls, NPS score) and measure progress and impact in alignment with responsible stakeholders
• Define Next Best Action opportunities to promote a seamless and progressive consumer journey to drive retention
• Work closely with key stakeholders to create new tools, solutions, and processes to address new requirements to deliver a proactive consumer care strategy
• Engage with global teams and local markets to coordinate, implement, and track the performance of proactive consumer care strategy initiatives
• Scout and assess new trends influencing pro-active consumer care (e.g., strategies, approaches, offerings, technologies, benchmarks) on feasibility and applicability
• Identify opportunities, tools, and technologies to enhance the pro-active consumer care approach through service excellence, best practice, latest standards, and business and/or consumer intelligence
• Attend weekly meetings, share key take-outs and drive follow-up actions
• Travel is likely to be required, sometimes frequently

Who are we looking for – requirements:

• University degree in Management, Marketing, or Business Administration, or equivalent
• Core Experience:

        - Minimum of 10+ years’ experience working as a Consumer Care manager, with significant experience in proactive care capabilities and campaign management

        - Preferably 2-3 years working in a consumer-facing environment, consumer service center, contact center or similar

        - FMCG and/or Consumer Goods industry experience beneficial

• Strong knowledge of pro-active consumer care strategy development, including framework definition, consumer journey mapping, service offering definition, performance tracking measure definition, and implementation plan development
• Ability to develop pro-active care strategy, define impact and value, and present recommendations to senior stakeholders and HQ leaders
• Analytical mindset, with the ability to break down complex requirements, suggest improvements and proactivity develop recommendations, next steps, and work packages
• Extensive understanding of technology solutions and implementation for proactive consumer care strategy
• Ability to prioritize and focus on proactive care initiatives that deliver most impact or value to the consumer in relation to the level of complexity
• Strong one-on-one and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
• Computer savvy in MS Office tools with a good understanding of Consumer Care systems such as service platforms (e.g., Service Now), telephony platforms, consumer data platforms and e-commerce platforms
• Entry-level industry/category knowledge would be beneficial
• Comprehensive understanding and adaption of agile ways of working
• Fluent high-level English, both verbal and written

Recruitment process:

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