RRP Consumer Care Manager, Middle East
6 days ago
We're JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you're free to choose. In fact, we've spent the last 20 years innovating, creating new and better products for our consumers to choose from. It's how we've grown to be present in 130 countries.
But our business isn't just business. Our business is our people. Their talent. Their potential. We believe when they're free to be themselves, grow, travel and develop, amazing things can happen for our business.
That's why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we've been awarded Global Top Employer status, ten years running.
So when you're ready to choose a career you'll love, in a company you'll love, feel free to #JoinTheIdea.
Learn more:
RRP Consumer Care Manager, Middle EastWhat this position is about – Purpose:
In this position, you will lead the local development and execution of the Consumer Care model for RRP Consumers in line with the overall Market Ploom Strategy, A&SP and HQ Global Consumer Care Framework and Guidelines.
You will formulate all the principles to make a best-in-class RRP consumer experience and maximize consumer satisfaction, retention and loyalty in both proactive and reactive consumer services across all available channels.
What will you do - Responsibilities:
Consumer Care model
Work closely with Geneva HQ to localise and effectively support a global Consumer Care operation model in line with local market specifics and legal environment. Define the required Consumer Care standards. Proactively engage with other functions (Marketing, Legal, Finance, Sales) to drive effective tools and initiatives implementation.
Consumer Care Provider control
Ensure effective control of agencies' delivery according to the contract terms and agreed high standards. Support in 3rd party staff trainings. Timely prepare and translate scripts for new processes, products and marketing programs.
Product complaints
Manage and control of RRP product complaints and product refunds & returns process, including the flow in FMS (Feedback Management System). Communicate with central functions to ensure swift response to any product issues and complaints captured from consumers.
Voice of Consumers
Monitor and analyse performance based on consumer KPIs (Retention, CSAT, NPS) to identify opportunities for consumer experience improvement from product and activation standpoints.
Budget
Plan, manage and control the usage of budgets and other resources allocated for RRP Consumer Care.
Who are we looking for - Requirements:
- University degree in Marketing / Economics
- Knowledge of marketing strategies and fundamental marketing principles
- 3-5 years of relevant 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. Arabic - 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
What are the next steps – Recruitment process:
Thank you very much for your interest in the role. You are welcome to apply.
We provide feedback to all candidates.
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