Global Consumer Care is driving 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 Regional Consumer Care team in Greece, Athens. The role reports directly into Global Consumer Care in HQ Geneva.

What will you do?

In this global role you will work closely with JTI markets, Ploom Brand Group, Contact Centers and global functions to develop and deploy a best-in-class pro-active consumer care approach to enable us to deliver a superior, consistent and seamless experience to our consumers globally, across all channels, to drive retention and loyalty to our brands.

You will be responsible for deploying proactive care programs to help us better understand our consumers’ sentiment and anticipate their needs whilst measuring their satisfaction, predominantly through CSAT and NPS, and therefore build relevant personalized and meaningful conversations to deeply connect with our consumers and ultimately exceed their expectations.

You will support markets in preparing for smooth implementation of the programs, helping to identify the right channels, define resource needs and required technological tools, and adapt to local requirements to ensure a successful deployment both locally and globally.

You will collaborate closely with external consumer care service providers to communicate program objectives and implement the necessary processes and capabilities to ensure successful program delivery.

In addition, you will continuously improve existing proactive care programs based on learnings from pilot projects, and feedback from the markets, consumers and service providers.

You will become a vital part of the Global Consumer Care team elevating and shaping the future of Consumer Care by shaping distinctive high quality pro-active dialogues with our consumers.

Key responsibilities

• Be consumer centric, in everything you do
• Develop best-in-class pro-active consumer care strategy in accordance with overarching consumer care strategy
• Identify relevant moments in the consumer care journey that can be used to pro-actively shape consumer dialogues
• Work closely with other GCC Managers, especially Vo C, Digital and Continuous Improvement Managers to identify relevant moments in the consumer care journey and improving consumer care offering
• Design pro-active consumer care objectives (e.g., consumer satisfaction) and offering (e.g., solution space, triggers, scripts)
• Derive performance tracking for pro-active consumer care strategy, program and objectives (e.g., pro-active outbound calls, NPS score) and measure progress and impact in alignment with responsible stakeholders
• Develop Next Best Action opportunities to compliment Commercial Engine
• Identify outbound technology need for pro-active care
• Work closely with key stakeholders (HQ teams, markets and service providers) to create new tools, solutions, and processes to address new requirements to deliver pro-active consumer care strategy
• Engage with global teams (e.g., Brands, Insights Department, Quality Assurance) and local markets to track and coordinated developed pro-active consumer care strategy implementation
• Scout and assess new trends influencing pro-active consumer care (e.g., strategies, approaches, offerings, technologies, benchmarks) on feasibility and applicability
• Identify opportunities, tools and technologies to enhance pro-active consumer care approach through service excellence, best practice, latest standards, and business and/or consumer intelligence
• Attend weekly meetings, share key take outs and drive follow up actions
• Travel will be required periodically, sometimes frequently

Skills and Experience Required

• Core Experience:
  • Minimum of 7+ years’ experience working as a Consumer Care manager or Consumer Experience manager in a direct-to-consumer business
  • Preferably 1-2 years working as a manager with or within a Consumer Services Centre or Contact Centre or similar environment
  • FMCG and/or Consumer Goods industry experience beneficial
• Strong knowledge of pro-active consumer care strategy development, including framework definition, consumer journey mapping, service offering definition, performance tracking measure definition and implementation plan development
• Ability to develop new pro-active care strategy, define impact and value and present recommendations to senior stakeholder and HQ leaders
• Familiarity with consumer-centric metrics, such as NPS and CSAT.
• Analytical mindset, with the ability to break down complex requirements, suggest improvements and proactivity develop recommendations, next steps and work packages
• Comprehensive understanding of technology solutions and implementation for pro-active consumer care strategy
• Ability to prioritize and focus on pro-active care initiatives that deliver most impact or value to consumer in relation to the level of complexity
• Strong one-on-one and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
• Computer savvy in MS Office tools with a good understanding of Consumer Care systems such as service platforms (e.g., Service Now), telephony platforms, consumer data platforms and e-commerce platforms
• A Consumer-centric mindset and hands-on and proactive approach
• Fluent high-level English, both verbal and written

Education

• Degree in Management, Business Administration or Marketing, or equivalent

Recruitment process:

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

Application deadline: Wednesday, December 11.