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Title:  Consumer Experience Manager

Job ID:  36881
Country:  Czech Republic
City:  Prague
Professional area:  Marketing
Contract type:  Permanent
Professional level:  Experienced


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six 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


Consumer Experience Manager


We are looking to hire a Consumer Experience (CX) Manager to join our marketing team in Prague (with responsibilities in Czech Republic, Hungary and Slovakia).

 The CX Manager will lead creation and deployment of consumer experience management (CEM) framework and will be responsible for strengthening of consumer activation capabilities.

CEM framework includes and is not limited to mapping of consumer journeys, prioritization of activation touchpoints, co-creation of optimal brand and micro journey with respective mechanics per each stage of consumer journey. Furthermore, CX Manager need to ensure delivery of superior consumer experience by leveraging deep consumer understanding (consumer insights, (e)CRM, consumer data platforms…) that is to action individual, connected and seamless experience.

Further responsibilities are to establish and manage relevant digital ecosystem that ensures maximum reach of all deployment activities, realignment of activities with respective brand deployment strategies, budget management and ongoing optimization of processes and mechanics.

Since above assumes changes in organizational culture CX Manager is expected to closely engage marketing and sales departments and other internal and external (digital and brand activation ecosystems) functions.


Main Areas of Responsibilities


  • Participate in transforming the consumer experience strategy into deployment programs that are meeting established brand/portfolio objectives. Analyse, track and monitor the efficiency of programs/touchpoints developed based on information received from external agencies and internal functions. Provide a regular evaluation of the project in relation to key performance indicators.


  • Monitor and evaluate effectiveness of brand activation programs and consumer journeys in order to maximize the value of the brand at optimal costs.

These include but are not limited to: consumer promotions; development and implementation of digital platforms; mechanics and materials for direct consumer activation including the digital channel; development of messages and communication and promotion materials for both consumers and trade partners; preparation of post-implementation evaluation of consumer activation programs.

  • Develop and plan effective monitoring of marketing programs and work closely with Marketing & Sales and external agencies (brand agencies, other partner agencies) for obtaining information and providing alignment necessary for project development. Establish and maintain effective working relationships with agencies and provide clear information to them in accordance with brand and company objectives, to ensure the necessary and timely support for the brand.
  • Analyse and interpret internal and external data, update the brand's performance to understand consumer needs and trends in the context of the local market. Evaluate brand performance and recommend changes to the brand/portfolio strategy according to the established KPIs to ensure the achievement of objectives.
  • Manage the CEM budget, control and analyse the plans and budgets of the activation programs, ensuring the return on investment, proper monitoring and evaluation, monthly reporting and control of expenses. Manage the investment allocation approval process for activation (BAP, Memo) and resource allocation



What are we looking for?


You as a professional:

∙ Have robust experience in digital marketing, you have advanced business understanding and in market experience

∙ Have strong analytical and communication skills combined with solid interpersonal skills allowing you to collaborate with a wide

variety of stakeholders

∙ Have extensive experience of managing conflicting priorities and stakeholders in ambiguous and changing environment

∙ Have solid digital capabilities and knowledge in building end to end consumer and customer experience

∙ Have experience working with Agile methodologies


You as a person:

∙ Are value leading, and working in a team where curiosity, positive energy, openness and trust is key

∙ Are result-oriented and can balance short term deliverables with long term strategy

∙ Capable to make sense out of diverse perspectives and driven to find practical solutions to move things forward

∙ Willing to empower team members to take initiative and to be proactive in seeking solutions

∙ Passionate about making a difference in what you do and continuously improve your and team performance


Apply now »