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RRP CONSUMER CARE ASSOCIATE

 

 

 

 

 

Position purpose:

 

 

 

As a Consumer Care Manager, you will be responsible for executing the global Consumer Care strategy and adapting it to local market needs. This role focuses on managing consumer relationships, gathering feedback, and providing actionable insights to optimize the customer experience. You will collaborate closely with internal teams and external vendors to ensure alignment with business goals while continuously improving the consumer journey.

 

 

 

 

Main Areas of Responsibility:

 

 

 

• Oversee RRP Consumer Care feedback, KPIs, tools, and insights to ensure consumer satisfaction.

• Manage onboarding, interactions, and ongoing training with local Consumer Care vendors.

• Coordinate Consumer Care activities to strengthen and maintain consumer relationships.

• Support global analysis of Voice of Consumer (VoC) and translate consumer feedback into actionable insights at the market level.

• Manage the Consumer Care budget and identify opportunities for innovation in services and operations.

• Collaborate with Brand, Digital, and Sales teams to ensure seamless execution of consumer communication, particularly in E-commerce.

• Ensure compliance with local regulations and internal policies, working closely with legal and other teams to achieve business objectives.

 

 

 

 

 

Requirements

 

 

 

• Capability to derive accurate initiatives to execute and implement defined state-of-the-art consumer care strategy on local level

• Strong knowledge of consumer care market launches best practices, hyper care phase after launch and day-to-day management of operations

• Strong analytical and project management skills: ability to plan, set expectations, make and meet commitments

• Computer savvy in MS Office tools with a good understanding of Consumer Care systems such as service platforms (e.g., Service Now), telephony platforms, Ecommerce

• Understanding for consumer research as well as Voice of Consumer and Feedback analysis (consumer, shopper & trade behaviour/insight)

• Well-developed interpersonal, stakeholder management and communication skills at all levels

• Ability to demonstrate initiative, excellent problem-solving skills, with a "can do" attitude and work effectively under pressure

 

 

 

Recruitment process

 

Thank you very much for your interest in the role. You are welcome to apply.

 

 

 

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.