Global Consumer Care Manager
vor 2 Wochen
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 87% of employees feel happy working at JTI.** And why we’ve been awarded **Global Top Employer status, eight 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 Manager (f/m/d)**
Global Consumer Care is driving 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 consumers journey, from 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?**
In this global role, you will be responsible for gathering and interpreting data, developing consumer care reporting and driving KPI tracking initiatives through continuous analysis, providing a 360-degree view of consumer care delivery to ensure that together we deliver a best-in-class approach, across all channels and consumer interactions.
**Key Responsibilities**:
- Support markets with set up and execution of best-in-class Consumer Care
- Develop and deliver Power BI and Excel-based reporting in Consumer Care with a focus on planning and service quality assessment
- Understand and visualize productivity and quality of consumer care services by providing accessible, real-time insights and actionable recommendations to drive performance
- Closely monitor KPIs and SLAs, analyze results, track trends and compile accurate reports
- Work closely with speech & text analytic tools to act as the voice of the consumer, listening and escalating feedback
- Develop volume and cost forecasting process for markets based on volumes and financials, based on RFI data and market feedback
- Identify opportunities to enhance consumer experience through service excellence
- Attend weekly meetings, share key take-outs and drive follow-up actions
- Travel may be required from time to time.
**Skills and Experience Required**:
- Core Experience:
- Minimum of 2 years experience working as a Data/Reporting Manager
- Preferably 1-2 years working within a Consumer Services Centre or Contact Service Centre
- FMCG and/or Consumer Goods industry experience beneficial
- Platforms: Ability to work within various technical platforms confidently and be tech-savvy, advanced user of Microsoft Office products, esp. Excel (Macros), PowerPoint, Power BI and Power Query, Zendesk and/or ServiceNow
- Story Telling (Data Visitation): Ability to analyze, interpret, and organize volumes of data suitable to present to senior stakeholders and HQ leaders
- Technology: In-depth understanding of modern databases and information technologies
- Critical Thinking: Analytical mindset, with the ability to suggest an improvement, problem-solving orientation and proactivity
- Core strengths: Excellent mathematical and analytical skills
- Influencing: Strong one-on-one and group communication skills, with the ability to work independently
- Prioritization: Ability to prioritize and focus on what is most important to delivering key business strategy
- Knowledge: Entry-level industry/category knowledge would be beneficial
- Agility: Comprehensive understanding and adaption of Agile ways of working
- Language: Fluent high-level English, both verbal and written
**Education**:
- Bachelor’s degree required with 5 years of relevant experience in technology and/or data analytics
- Experience with Zendesk and/or ServiceNow would be preferable
If you are an experienced and passionate Data & Reporting 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. You are welcome to apply.
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