gcc regional consumer care manager

This job is with JTI, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.
At JTI we celebrate differences, and everyone truly belongs.
46,000 people from all over the world
are continuously building their unique success story with us.
83% of employees feel happy
working at JTI.

To make a difference with us, all you need to do is bring your
human best.
What will your story be? Apply now

Learn more:
Please apply by September 28th

Department: Global Consumer Care

Role: Permanent

Reporting to: Regional Consumer Care Lead WE

Location: Athens

Regional Consumer Care Manager
We are dedicated to delivering outstanding 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 Global Consumer Care (GCC) team, based in Athens, Greece.

As the Regional Consumer Care Manager for Western Europe, you will be responsible for developing and deploying a best-in-class consumer care setup driving retention and loyalty with our brands in the region across all channels. You will oversee the operational delivery of consumer care whilst identifying new opportunities to improve our consumer care offering. For this, you will work closely with JTI markets in Western Europe, Ploom Brand Group, global functions, and operational partners (vendors)

Position
As the Regional Consumer Care Manager, you will:

• Support the HQ set up and launch of Ploom Care in new markets in line with the global GCC framework
• Support markets by setting up best-in-class consumer care operations and processes locally (incl. process change testing, implementation, and roll-out)
• Consult with global teams and local markets on new strategic and tactical business requirements
• Monitor and measure key performance indicators and SLAs for the service quality of local partners
• Convert market requirements into functional processes and flows for teams and partners
• Collaborate closely with local teams and partners to define market-specific execution strategies and coordinate across markets to create synergies and facilitate cross-market takeaways
• Work closely with other GCC HQ teams/roles to communicate process changes to local markets and update training materials and knowledge base as required
• Implement and monitor continuous improvement framework as well as quality framework and standards
• Support and coordinate the collection of training needs or delivery of training with the Vendors or with the Markets
• Find opportunities to enhance consumer care (via e.g., benchmarking, consumer intelligence)
• Present consumer care performance and programs to Regional Consumer Care Lead or Global Consumer Care Director

Travel will be required (25%) to support local markets, operational partners (vendors) within the region, and other business partners as well as occasional travel to HQ Geneva, Switzerland

Requirements

• Degree in Management, Business Administration or Marketing, or equivalent
• Core Experience: Minimum of 5+ years' experience working as a Consumer Care / Customer Service Manager, Market Manager or Consumer Care Contact Center Manager
• Experience working within a Consumer Services Centre or Contact Service Centre or similar environment preferably FCMG/Consumer Goods/Tobacco industry experience and RRP category knowledge
• Good understanding of the consumer care vendor industry, ability to negotiate with vendors, define state-of-the-art SLAs and activate new markets
• Knowledge of consumer care market launches best practices, hyper care phase after launch, and day-to-day management of operations
• To derive accurate initiatives to execute and implement defined state-of-the-art consumer care strategy on the local level in quantifying consumer care interaction volumes, required team sizes and costs, would be favorable
• 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
• Influencing skills with both internal and external stakeholders
• Ability to multitask and seamlessly prioritise whilst working under pressure
• Proficient in MS Office tools with a good understanding of Consumer Care systems such as service platforms (e.g., Service Now), telephony platforms
• Understanding and adaption of agile ways of working
• Fluent English, both verbal and written (additional language skills beneficial

What To Expect
Expect wellbeing initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. 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.