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Department: Global Consumer Care (GCC)
Employment: Permanent
Reporting to: Regional Consumer Care Lead Manager
Location: Bucharest

WHO ARE WE LOOKING FOR - REQUIREMENTS:

• Core Experience: Minimum of 5+ years’ experience working as a Consumer Care / Customer Service Manager, Market Manager or Consumer Care Contact Center Manager
• 1-2 years working within a Consumer Services Centre or Contact Service Centre or similar environment and/or Consumer Goods industry experience beneficial 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 both with internal and external stakeholders
• Ability to multi-task and seamlessly prioritize whilst working under pressure
• Savvy 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 high-level English, both verbal and written (additional language skills beneficial)

EDUCATION:

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

WHAT THIS POSITION IS ABOUT – PURPOSE:

Global Consumer Care is driving the 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 Global Consumer Care team (GCC), based in Bucharest, Romania.

WHAT WILL YOU DO?

As the Regional Consumer Care Manager for Eastern Europe, you will be responsible for developing and deploying a best-in-class consumer care setup driving retention and loyalty with our brands in Eastern Europe 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 Eastern Europe, Ploom Brand Group, global functions, and operational partners (vendors).

KEY RESPONSIBILITIES:

• 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 learnings
• Work closely with other GCC HQ teams/roles to communicate process changes to local markets and update training materials and knowledge base as required
• See opportunities to enhance consumer care (via e.g., benchmarking, consumer intelligence)
• Present consumer care performance and programs to the 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