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RRP Consumer Care Manager

 

Purpose

 

Lead local execution of the Consumer Care model for Reduced Risk Products, aligning with market strategy and global guidelines to deliver best-in-class consumer experience and drive consumer satisfaction.

This position will be based in Istanbul and will be reporting to Special Projects Manager within Marketing Department

 

Main areas of responsibilities:

 

Consumer Care model

 

Collaborate with Geneva HQ to adapt and implement the global Consumer Care model to local market needs and legal requirements. Define local Consumer Care standards and work cross-functionally (Marketing, Legal, Finance, CA&C, Sales) to ensure effective rollout of tools and initiatives.

 

Consumer Care Provider contro

 

Ensure agency performance meets contract terms and quality standards. Support training of third-party staff and prepare/translate scripts for new processes, products, and marketing programs in a timely manner.

 

Product complaint

 

Manage RRP product complaints, refunds, and returns, including tracking via the Feedback Management System (FMS). Coordinate with central teams to ensure timely resolution of consumer issues.

 

Budget

 

Track and analyze consumer KPIs to identify and drive improvements in product experiences.

 

Requirements

 

University degree in Marketing / Economics Knowledge of marketing strategies and fundamental marketing principles Minimum 3-5 years of relevant managerial experience in marketing, consumer support and consumer communication, preferably in an international FMCG company or consumer service provider Local knowledge of the region and culture is an advantage Fluency in English - written and spoken. Turkish - as an advantage PC skills: MS PowerPoint, Outlook, Excel, Word, Teams; Acrobat Reader, Power BI; Nielsen; SAP Consumer centricity skills: Consumer marketing principles and trends, knowledge of consumer loyalty drivers, Digital marketing acumen Problem-oriented skills: Decision-making and Problem-solving, Prioritization, Time management, Process/Project Management, Stress management Collaboration skills: excellent Communication, active Team player, Interpersonal skills, Influencing others, incl. remote teams Ability to work with a huge amount of non-structured data, Management of external providers, Budget planning and control

 

 

 

 

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

 

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

 

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.