We are currently looking for a Product Care Specialist.

Drive achievement of Product Care objectives by developing and enhancing a comprehensive strategy that ensures compliance with local regulatory requirements, maximizes customer experience, and optimizes cost efficiency. This role focuses on the Smoke-Free Products (SFP) category, including leading brands such as IQOS ILUMA, VEEV, and Zyn.

 

WHAT WILL BE YOUR ROLE?

Lead the development and execution of product replacement strategy across all categoriesDesign and deliver training programs for frontliners to ensure flawless replacement executionManage and optimize product care tools, including hardware and software, to support operational excellenceResolve ad hoc customer issues related to product care, ensuring timely and effective solutionsMonitor and analyze replacement performance, identify root causes, and implement corrective measuresDrive initiatives to enhance customer experience throughout the replacement processOptimize inventory levels to balance stock availability for replacements while minimizing excessEnsure compliance with legal frameworks and align internal processes with regulatory requirementsBuild and maintain strong relationships with external partners to support seamless operationsCollaborate with global teams to deploy and integrate global toolboxes effectively

 

WHAT ARE WE LOOKING FOR?

Bachelor's in a relevant field is an advantageAt least 3 years of experience in product care, technical issue resolution or a similar customer‑facing roleFluent Czech and English is a mustConsumer centricity and performance marketing mindsetExperience in project managementStrong analytical skills and ability to drive insights into actionsTeam player & collaborative spiritExperience working in lean, agile, test & learn environments

WHAT CAN WE OFFER 

Our company provides a dynamic and international work environment and a great opportunity for personal developmentCompetitive salary and benefitsFlexible working hours and home office options25 vacation days + 4 sick daysVacation contribution (summer/winter)Benefit Café points, Multisport card, meal ticketsLife & accident insurance, pension plan contribution