Global Consumer Care Manager
Japan Tobacco International
- Genève
- CDI
- Temps-plein
- Be consumer-centric, in everything you do
- Develop best-in-class consumer care experience
- Define and benchmark Consumer needs & expectations
- Develop an overarching multi-channel consumer care strategy in accordance and alignment with relevant stakeholders
- Personalize care experience across care channels
- Develop and enhance care aspects of the Adoption program
- Develop a strategy towards technology-enabled automated care experience
- Design state-of-the-art consumer care journeys that allow to implement a personalized consumer care strategy across care channels
- Identify opportunities for highly personalized experiences throughout the consumer care journey, creating memorable interactions and increasing overall consumer satisfaction and loyalty
- Support HQ and markets in adopting the developed consumer care experience strategy and developed consumer care journeys by translating them into tangible initiatives
- Convert identified initiatives into strategy implementation roadmaps and oversee the execution jointly with responsible stakeholders
- Consult with global and local market teams to understand and track the progress of consumer care experience strategy implementation
- Develop key performance indicators to track the progress of implementation of consumer care experience strategy and initiatives to create measurable and sustainable impact
- Scout and assess new trends influencing consumer care experience (e.g., leading brands, offerings, technology, benchmarks, etc.) on feasibility and applicability
- Work closely with other GCC Managers, especially VoC, Continuous Improvement, Pro-active Care and Operations Managers to develop and communicate holistic strategy to the respective teams
- Attend weekly progress meetings, share key take-outs and drive follow-up actions
- Travel is likely to be required periodically, sometimes frequently
- University degree in Management, Marketing, or Business Administration, or equivalent
- Core Experience:
- Strong background in consumer care strategy development, including framework definition, consumer journey mapping, lever definition, root cause analysis and implementation plan development (incl. initiative breakdown)
- Capability to craft compelling storylines, define impact and value and present recommendations to senior stakeholder and HQ leaders
- Analytical mindset, with the ability to break down complex requirements, suggest improvements and proactivity develop recommendations, next steps and work packages
- Skill to prioritize and focus on consumer care strategy implementation initiatives that deliver most impact or value to consumer
- Ability to quantify impact of strategy and initiatives
- 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 (especially PowerPoint and Excel) with a good understanding of Consumer Care systems (e.g., ServiceNow)
- Entry level industry/category knowledge would be beneficial
- Comprehensive understanding and adaption of agile ways of working
- Fluent high-level English, both verbal and written