Global Consumer Care Project Manager

vor 2 Wochen

Freiburg, Freiburg, Schweiz JTI - Japan Tobacco International Vollzeit
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 is why 83% of employees feel happy working at JTI. And why we've been awarded
Global Top Employer status, nine years running.

So when you're ready to choose a career you'll love, in a company you'll love, feel free to #JoinTheIdea.

Global Consumer Care Project Manager (f/m/d)
Global Consumer Care (GCC) is driving 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 product ambassador.

Our ambition is to become #1 in delivering a superior consumer experience globally.


To support us in achieving this ambition, we are looking for experienced and highly motivated consumer-centric individuals to join our thriving GCC team in HQ Geneva.

Could this be you?

What will you do?


In this global role you will work closely with JTI markets and key stakeholders to develop and deploy a best-in-class approach, across all channels and consumer interactions, to ensure our consumers receive a proactive and personalized experience throughout their journey with our brands.


You will be responsible for effective project management and delivery of our ambitious Geo Expansion plan by supporting the delivery teams and working directly with the markets.

You will create solid actionable plans which will identify problems and find solutions to them, whilst bringing discipline and clarity, keeping focus on the priorities to successfully deliver the plan.


The Project Manager will work in an agile, self-organized and truly cross-functional way, removing barriers between stakeholders and project team(s) whilst being fully motivated to deliver the highest value outputs with quality and speed.


Key Responsibilities:

  • Be consumer centric, in everything you do
  • Support business objective to deliver bestinclass Consumer Care
  • Lead Projects from concept to launch, inc. post launch (hypercare) period
  • Define project Scope and measurable Project Goals
  • Develop an actionable project plan to track progress, status and milestones
  • Drive X-Functional Team discussion and recommendation for key decisions
  • Engage the business and key stakeholders within the project
  • Change and Crisis management, Risk planning, monitoring, and mitigation
  • Business case preparation, validation and review (incl. submission of memo for any associated budget)
  • Identify the need and develop new tools to comprehend and streamline Project Management
  • Maintain oversight and progress of all projects that impact GCC including ones not being led by the GCC team

Skills and Experience Required:

  • Core Experience:
  • Minimum of 8 years' experience working as a Project Manager
  • Preferably 12 years working within a Consumer Services Centre or Contact Service Centre or similar environment
  • FMCG and/or Consumer Goods industry experience beneficial
  • Project Management in an AGILE environment is a plus
  • Strong knowledge of modern process improvement methodologies and frameworks, such as gap analysis, root cause analysis, Lean Six Sigma or other DMAIC methodologies, and value stream mapping
  • Strong oneonone and group communication skills across functions and at all levels, with the ability to work independently and as part of the team
  • Good influencing skills to get the best out of a diverse set of colleagues across Business and IT project teams and deliver projects successfully
  • Excellent presentation skills and stakeholder engagement aptitude
  • Ability to prioritize and focus on what changes are most important to deliver based on impact, value, and level of complexity
  • Able to deliver multiple projects in parallel and understand/track the interdependencies
  • Good knowledge and understanding of Program Management
  • Entrylevel industry/category knowledge would be beneficial
  • Comprehensive understanding and adaption of Agile ways of working
  • Excellent command of MS Excel and PowerPoint
  • Good knowledge of MS Project, MS SharePoint, MS Teams administration
  • Travel is likely to be an important element of the job
  • Fluent highlevel English and Communication skills (both written and verbal)

Education & Qualification

  • Degree in Management, Business Administration or Marketing desirable
  • Certification in project management (e.g. PRINCE2 or PMP) desirable
If

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