Strategic Consumer Experience Director

vor 1 Monat


Genf, Genf, Schweiz JTI Vollzeit

We are JTI, a global leader in the tobacco industry, and we are seeking a seasoned professional to join our team as a Strategic Consumer Experience Director. This role is a fantastic opportunity to drive the delivery of best-in-class consumer experience across our organization.

The Strategic Consumer Experience Director will be responsible for crafting and implementing a global consumer care strategy focused on enabling a seamless, multi-channel experience that exceeds consumer expectations and drives adoption and retention.

The ideal candidate will have a proven track record of developing consumer care experience strategies, including journey mapping, root cause analysis, and implementation planning.

The Strategic Consumer Experience Director will collaborate closely with senior brand leadership, JTI markets, and other global function leadership to drive strategic initiatives across the organization.

The role requires a visionary mindset, excellent communication skills, and the ability to engage with senior stakeholders.

We are looking for a passionate and experienced professional who is committed to delivering exceptional consumer experiences.

Responsibilities:

  • Develop an overarching multi-channel consumer care strategy for best-in-class consumer care experience in alignment with senior HQ stakeholders
  • Design state-of-the-art and future-proof consumer care journeys that allow to implement a personalized consumer care strategy across care channels, globally
  • Conduct and leverage insights from strategic competitor benchmarkings
  • Lead strategic investments in consumer care technology in alignment with digital and IT leadership
  • Steer strategic consulting agencies to develop future visions of consumer care
  • Drive global adoption of consumer care strategy in collaboration with regional and market leadership
  • Define and evolve strategic KPI framework for consumer and operations performance
  • Steer other global consumer care experts to develop and execute a communication strategy


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