Global Consumer Care Strategy Director

Vor 5 Tagen

Genf, Genf, Schweiz JTI Vollzeit

We are JTI, a global company with a presence in 130 countries. Our business is built on innovation, creating new and better products for consumers to choose from. But our business is not just about products – it's about our people, their talent, and their potential. We believe that when they are free to be themselves and given the opportunity to grow, travel, and develop, amazing things can happen.

That's why our employees, from around the world, choose to be a part of JTI. It's why 83% of employees feel happy working at JTI. And it's why we've been awarded Global Top Employer status, nine years running.

We're looking for an experienced and highly motivated consumer-centric individual to join our thriving Global Consumer Care team in HQ Geneva. As the Strategy Lead, you will be responsible for crafting and implementing the global consumer care strategy focused on enabling a seamless, multi-channel experience that exceeds consumer expectations and drives adoption and retention.

Key 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 for 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

Requirements:

  • Degree in Management, Business Administration, Marketing, or equivalent
  • Minimum 10+ years of experience in consumer care strategy development within the FMCG or Consumer Goods industry; specialized industry/category knowledge is beneficial
  • Proven track record of developing consumer care experience strategies, including journey mapping, root cause analysis, and implementation planning
  • Experienced in leading and inspiring large global, cross-functional teams
  • Visionary mindset with the ability to craft and articulate a compelling strategic vision for consumer care
  • Strong analytical acumen to guide teams in breaking down complex requirements and developing actionable recommendations
  • Excellent communication skills, capable of engaging with senior stakeholders and driving strategic initiatives across the organization
  • Fluent English, both verbal and written
  • Open to periodic travel, sometimes frequently
  • Consumer-centric mindset in all aspects of work

Join us:

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

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