Digital Customer Experience Manager (Digital Strategy)

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Digital Customer Experience Manager (Digital Strategy)

What this position is about – Purpose:

The Manager, Digital Customer Experience Manager exists to drive the strategic development and delivery of digital experience that enhance customer engagement and create business value. Operating within the Digital Customer Experience team, this role ensures initiatives align with organizational objectives, customer needs, and market trends while maintaining compliance and budgetary limits. The position is responsible for owning the solution roadmap and managing a prioritized backlog, translating strategy into user-centric experiences through cross-functional collaboration, and leading requirement definition, initial harmonization and prioritization to balance feasibility, impact, and urgency. Additionally, the role champions customer and market readiness by advocating for customer-focused design and enabling successful adoption through training, communication, and go-to-market planning. Its ultimate objective is to deliver scalable, innovative digital experiences that strengthen customer relationships and support sustainable business growth.

What will you do - Responsibilities:

• Own and Evolve the Digital Solution Roadmap
In order to ensure strategic alignment and long-term value, maintain and refine the roadmap and prioritized backlog, delivering solutions that meet business objectives and customer needs.

• Translate Strategy into Scalable Digital Experiences
In order to convert business goals into actionable outcomes, collaborate cross-functionally to design and deliver user-centric solutions that enhance engagement and drive measurable impact.

• Lead Requirements Definition and Prioritization
In order to optimize delivery and resource allocation, guide requirement gathering, backlog refinement, and development prioritization, balancing feasibility, urgency, and business impact.

• Champion Customer Experience and Market Readiness
In order to maximize adoption and satisfaction, advocate for customer-focused design and actively involved in the enablement activities including training, communication, and go-to-market planning.

• Global initiatives & communication
Represent the Digital Customer Experience team and Commercial Strategy in HQ, Regional, and Global forums, delivering presentations and updates to diverse audiences. Collaborate with peers to provide support as needed, while ensuring governance, maintaining status updates, and escalating issues when necessary.
 

Whom are we looking for – Requirements:

University Degree 

Fluency in English required. 

Extensive background in sales or trade/field marketing, with a strong understanding of commercial processes and customer engagement.

Proven track record—or strong interest—in digital solution management or digital product management, ideally within customer experience domains such as 
sales force automation or B2B e-commerce, trade engagement portal.

Practical experience—or strong willingness to learn—agile delivery frameworks, including backlog management and go-to-market enablement.
Exposure to multimarket environments is highly desirable.

Minimum of 7 years of relevant experience, including at least 3 years in a managerial capacity. 

Recruitment process:

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

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.