Global Consumer Care Manager Reduced Risk Products

☞ JTI (Japan Tobacco International)

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Update day: 25-03-2024

Location: Genève Genève GE

Category: FMCG Houseware Merchandising / Purchasing / Supply Chain Consulting / Customer Service

Industry: Consumer Goods Food & Beverages Tobacco

Position: Mid-Senior level

Job type: Full-time

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Job content

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

Global Consumer Care Manager Reduced Risk Products - Geneva, Switzerland

Department Global Consumer Care

Location Geneva

Role Permanent

About The Role

Global Consumer Care is driving the delivery of best-in-class consumer care right across the business. We are passionate about our consumers and dedicated to enhancing the experience at every step of our consumer’s journey, from the first contact through to 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 passionate consumer-centric individuals to join our busy and thriving Global Consumer Care team in HQ Geneva. Could this be you?

What will you do?

This is a truly global role where you will work closely with JTI markets around the world to develop and deploy a best-in-class operating model for Consumer Care. Working together with the team, you will be responsible for ensuring that a superior consumer experience can be achieved.

Key Responsibilities
  • Support markets with set up and execution of best-in-class Consumer Care
  • Develop best-in-class operating manual and best practice guidelines
  • Monitor consumer care industry standards and prepare business case reports
  • Competitor benchmarking and continuous improvement recommendations for consumer care
  • Identify opportunities to enhance the consumer experience through service excellence
  • Act as the voice of the consumer, listening to feedback and escalating key learnings
  • Closely monitor KPI’s, analyze results and compile accurate reports
  • Identify opportunities for innovation of consumer care services and tools
  • Driving cross-functional project collaboration with key stakeholders
  • Coordinate global workshops and coordinate on-site market visits (where required and subject to company travel policy and Covid-19 restrictions)
  • Attend weekly meetings, share key take-outs, and drive follow up actions
  • Travel may be required from time to time to support in-market training and/or support needs.
Skills And Experience Required
  • Minimum of 5 years Consumer Care/Customer Service experience
  • Preferably 1-3 years working in a Contact Centre environment
  • Minimum of 2 years experience working as a Manager
  • Experience working in FMCG, Consumer Goods, and/or Consumer Electronics
  • Strong customer service, problem-solving skills, and analytical capabilities
  • Experience managing third party suppliers, contracts, SLA’s and KPI’s
  • Excellent one-on-one and group communication skills, with the ability to work independently
  • Proficient user of Microsoft Office products (especially PowerPoint and Excel)
  • Entry-level industry/category knowledge would be beneficial
  • Comprehensive understanding of Agile ways of working
  • Fluent high-level English, both verbal and written
Education
  • Bachelor’s Degree (preferred)
  • A degree in Management, Business Administration or Marketing would be desirable.
  • If you are an experienced and passionate consumer care manager who is looking for an exciting and rewarding opportunity – we need you, come and join us!
Recruitment process

Thank you very much for your interest in the role.

We will make sure every candidate will receive a reply within 3 weeks after the application deadline; however, not all candidates will be interviewed.
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Deadline: 09-05-2024

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