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That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten 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

 

 

Regional Consumer Care Manager  

  

Based in Bucharest, Global Consumer Care Manager. 

  

What this position is about – purpose: 

  

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 Manager in Bucharest, Romania. 

  

What will you do? 

  

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

  

You will be working very closely with markets and operations partners (vendors) who are already set up within our global consumer care operating model framework. Together you will pave the way for a best-in-class consumer set up to support all Ploom consumers within the region. You will oversee day-to-day operational delivery of consumer care, ensuring all SLAs and KPIs are being exceeded, whilst constantly striving to identify new opportunities to improve our consumer care offering. Your physical proximity to our operations partners and markets will enable you to efficiently activate and evolve our consumer care strategy and whilst based in one of our satellite locations, you will also be an important member of our HQ Global Consumer Care team. 

  

Key responsibilities: 

  

• Be consumer-centric, in everything you do 

• Support region markets and HQ to set up best-in-class consumer care operations and processes locally 

• Manage regional partners (contact centre vendors) to ensure high-quality service delivery 

• Define, monitor and measure key performance indicators and SLAs for service quality of regional partners 

• Consult with global teams and local markets to understand business requirements and initiatives based on overarching consumer care strategy 

• Convert market business requirements and improvement initiatives into functional requirements, processes, and flows to be aligned with globally defined standards wherever possible 

• Collaborate closely with local teams and strategic partners to define market-specific execution strategies, and coordinate across markets in the same region to create synergies and facilitate cross-market learnings 

• Work closely with key stakeholders to further develop tools, solutions, and processes to adapt where necessary to local needs 

• Support local teams with process change testing, implementation, and roll-out 

• Work closely with other GCC HQ team to communicate process changes to local markets and update training materials, and knowledge base as required 

• Identify opportunities to enhance consumer experience through service excellence, best practice, latest standards, and business and/or customer intelligence and share insights with GCC Managers, especially Experience- and Pro-active Care Managers 

• Travel will be required to support local markets, operational partners (vendors) within the region, and other business partners globally 

• ​Presenting consumer care performance and programs to senior stakeholders and HQ leaders 

 

  

Who are we looking for - Requirements: 

 

• Core Experience: Minimum of 8+ years’ experience working as a Consumer Care Manager or Customer Service Manager, in a Market Manager or Country Manager supporting role, as a Consumer Care Contact Center Manager, or similar role 

• 1-2 years working within a Consumer Services Centre or Contact Service Centre or similar environment and/or Consumer Goods industry experience beneficial 

• 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 

• ​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 

• Strong 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., CRM, Service Now, etc.), telephony platforms, Ecommerce 

• Tobacco industry / RRP category knowledge would be beneficial 

• High-level English, both verbal and written 

  

Education: 

  

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

  

What are the next steps: 

  

• Phone discussion with Talent Advisor 

• SHL Online tests 

• Interview with the Head of Global Consumer Care HQ and Local P&C 

• Assessment Center 

  

 All applications will be reviewed. Be aware that you will receive a call from Poland as our Global Business Services is based in Warsaw. 

  

This recruitment process is conducted both internally and externally.  

  

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

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