Regional Consumer Care Lead Manager

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Please apply until 11th of March

Regional Consumer Care Lead

The Global Consumer Care is driving the 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 as a Regional Consumer Care Lead Manager.

Position

As the Regional Consumer Care Lead, in the global consumer care department, you will:

• Support the launch of new markets and smoothly transition them from Hypercare to Business as usual ("BAU"). Engage markets on Consumer Care needs and capabilities and help them to plan resources and budget to deliver best-in-class delivery of care in their markets. Consult with all collaborators to help defining market requirements and contact volumes to onboarding operations partners in preparation for serving the first consumer. Support markets and operations partners in setting up best-in-class consumer care operations aligned with the overarching Consumer Care Strategy;
• Manage day-to-day operations jointly with operational partners, ensure quality targets are met, and translate market business requirements into market-specific execution strategies. Act across markets within one region, gather insights and findings, and facilitate the cross-market application of findings. Act as the Single Point of Contact for local operations partners and key collaborators regarding all operational matters. Manage operations partners and jointly define key performance indicators and measurement approaches; if required, define improvement strategies;

• Act as Single Point of Contact for local operations partners and key collaborators for all operational matters. Manage operations partners and jointly define key performance indicators and measurement approaches; if required, define improvement strategies. Ensure best-in-class training is delivered, montior performance and ensure improvement plans are actioned. Attend regular f2f meetings with vendor to support QBR/other business needs;

  
  

• Act as a brand guardian and product knowledge expert. Develop an extensive library of educational materials and deliver training modules to consumer care experts. Ensure that all consumer care experts are fully educated in the RRP category, our brands, and have a deep understanding of our products to enable them to confidently handle all types of consumer interactions;

  
  

• Develop strategies and recommendations in close alignment with relevant collaborators on how to constantly improve consumer care operations. Act as a communication channel to report insights and findings back to HQ and vice versa. Scout and find opportunities to enhance the consumer experience through best practices, the latest standards, and business/consumer intelligence;

  
  

• Recruit, motivate and guide the professional development of the team reporting directly and indirectly to the incumbent.

  
  

Requirements

• Minimum of 8+ years’ experience working as a Market Manager or Consumer Care Vendor Manager;
• Preferably 1-2 years working within a Consumer Services Centre or Contact Service Centre or similar environment;
• FMCG and/or Consumer Goods industry experience is desirable;
• Fluent written and spoken English language skills;
• Computer savvy in MS Office tools with a good understanding of Consumer Care systems such as service platforms (e.g., Service Now), telephony platforms, Ecommerce ;

What To Expect
Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and corporate benefits. For more details on local policies, speak with the Talent Advisor.

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.