GCC DIGITAL PLATFORM MANAGER

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GCC Digital Platform 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.

Our consumer care engagement platform (GCC Platform) is built around 2 core applications; Amazon Connect and ServiceNow (SNOW). This is currently deployed to our global vendors who provide Consumer Care services on behalf of a growing number of JTI markets globally. 

To support our ambition, we are looking for experienced and highly motivated, digitally native, consumer-centric individuals to join our team working remotely from Madrid.

What will you do?

You will lead initiatives on the GCC platform as the key contact for JTI HQ, regional teams, and global vendors. Your focus is on driving platform projects and enhancements, aligning business and IT priorities, and ensuring seamless delivery on a global level.

Responsibilities include identifying and implementing improvements, managing testing and deployment of new capabilities, and assessing global initiative impacts. While centered on ServiceNow, you will ensure all changes align with the overall solution architecture and leverage the right digital and IT components.

You will collaborate closely with GCC Managers across HQ, regions, markets, Ploom Brand Group, and Digital & IT (Business Technical Solutions) HQ and Regional teams.

Key responsibilities

•    Act as the primary Point of Contact for GCC Platforms within the HQ GCC Digital team
•    Lead and manage digital initiatives, acting as the primary point of contact for HQ, regional teams, and vendors.
•    Collaborate with stakeholders to define requirements, oversee implementation, and ensure alignment with business goals. 
•    Serve as the GCC Digital expert for all developments related to or impacting the GCC Platform, working across GCC, D&IT, Ploom BG, and markets/regions throughout the lifecycle of new features and market launches.
•    Identify, monitor, and advocate for the resolution of recurring system issues, acting as a key liaison between GCC (HQ and Regions) and D&IT stakeholders.
•    Engage and coordinate with cross‑functional teams (GCC, BTS M&S, Ploom BG, Data & Analytics, and market teams) to deliver agreed objectives.
•    Build business cases to secure investment for potential developments and contribute to GCC HQ Digital team annual planning.

Skills and Experience Required

•    5+ years of experience as a Digital Manager or Product Owner/Manager in the FMCG industry.
•    Experience delivering consumer‑facing or CX projects, ideally within consumer care or contact centers.
•    Strong track record of managing global stakeholders, with excellent communication skills.
•    Experience with case management/ticketing CRM tools; previous ServiceNow & Amazon Connect experience is highly preferred.
•    Strong “consumer first” mindset.
•    Excellent organizational skills and ability to prioritize and manage multiple initiatives.
•    Strong communication skills to engage with stakeholders at all levels, present updates, and manage expectations.
•    Strong problem‑solving skills to identify and resolve issues while minimizing disruption.
•    Flexibility to support broader GCC business programs beyond technology.
•    Understanding of digital trends and emerging technologies to support informed decision‑making with the focus on use of Gen(AI).
•    Knowledge of project management methodologies and experience in full project lifecycle delivery from requirements gathering to hypercare utilizing variety of best practice techniques; Agile and/or Waterfall preferred.
•    Fluency in English; additional languages considered an asset.
•    Willingness and availability to travel internationally.

Why join us

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

We are looking for individuals that align closely to Our Way behaviors, which are made up of 4 core pillars; Start with us, Make it count, Welcome challenge and Shape tomorrow, today. 

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.