Title:  Strategy Lead - Global Consumer Care (GCC)

Job ID:  92544
Country:  Switzerland
City:  Geneve
Professional area:  Marketing
Contract type:  Permanent
Professional level:  Experienced

Geneve, GE, CH, 1202


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



Strategy Lead - Global Consumer Care (GCC)



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 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:


As the Strategy Lead, you will be responsible for crafting and implementing the global consumer care strategy focused on enabling a seamless, multi-channel experience that exceeds consumer expectations and drives adoption and retention. For this, you will be collaborating closely with the senior brand leadership team, JTI markets, and other global function leadership.


What will you do – responsibilities:


  • Develop an overarching multi-channel consumer care strategy for best-in-class consumer care experience in alignment with senior HQ stakeholders
  • Design state-of-the-art and future-proof consumer care journeys that allow to implement a personalized consumer care strategy across care channels, globally
  • Conduct and leverage insights from strategic competitor benchmarkings
  • Lead strategic investments in consumer care technology in alignment with digital and IT leadership
  • Steer strategic consulting agencies to develop future visions of consumer care
  • Drive global adoption of consumer care strategy in collaboration with regional and market leadership
  • Define and evolve strategic KPI framework for consumer and operations performance
  • Steer other global consumer care experts to develop and execute a communication strategy


Who are we looking for – requirements:


  • Degree in Management, Business Administration, Marketing or equivalent
  • Minimum 10+ years of experience in consumer care strategy development within the FMCG or Consumer Goods industry; specialized industry/category knowledge is beneficial
  • Proven track record of developing consumer care experience strategies, including journey mapping, root cause analysis, and implementation planning
  • Experienced in leading and inspiring large global, cross-functional (expert) teams
  • Visionary mindset with the ability to craft and articulate a compelling strategic vision for consumer care
  • Strong analytical acumen to guide teams in breaking down complex requirements and developing actionable recommendations 
  • Excellent communication skills, capable of engaging with senior stakeholders and driving strategic initiatives across the organization
  • Fluent English, both verbal and written
  • Open to periodic travel, sometimes frequently
  • Consumer centric mindset in all aspects of work


Recruitment process:


If you are an experienced and passionate Global Consumer Care Strategy Lead who is looking for an exciting and rewarding opportunity within a fantastic company – we need you, come and join us!



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