Consumer Experience Manager

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI. To make a difference with us, all you need to do is bring your human best. What will your story be? Apply now!Learn more jti. comConsumer Experience ManagerPositionThe Consumer Experience Manager is responsible for shaping and driving the end-to-end consumer experience strategy, ensuring a consistent, consumer-centric approach across all touchpoints and channels.

This role provides strategic input into the Strategic Planning process, leveraging consumer insights and market dynamics to optimize omnichannel engagement, route-to-consumer (RTC) strategies, and brand activation programs. Working cross-functionally with internal teams, the role leads the implementation of consumer experience initiatives and ensures their alignment with brand and business objectives. The Consumer Experience Manager also oversees the performance and budget management of activation initiatives across the full consumer experience funnel, ensuring optimal resource allocation and ROI through the Commercial Engine KPI framework.

ResponsibilitiesConsumer Journey Strategy & Planning Drive the Consumer Journey strategy for RRP brands, ensuring full alignment with brand positioning, consumer needs, and local market dynamics. Design high-quality input into the Strategic Planning process for omnichannel engagement and consumer acquisition and retention initiatives. Collaborate with cross-functional teams to transform strategy into deployment programs that meet brand objectives and consumer expectations. Consumer Experience Implementation Lead the implementation of consumer experience initiatives across all relevant touchpoints. Coordinate internal stakeholders to ensure consistent, timely, and aligned execution across channels and markets.

Oversee planning and execution in partnership with direct reports, ensuring roles are clear, deliverables are tracked, and risks are managed across the organization. Performance Monitoring & Optimization Analyze and track the effectiveness of CX programs and touchpoints using the Commercial Engine KPI framework, in collaboration with the internal stakeholders. Evaluate the alignment of initiatives with brand and business objectives, making data-driven recommendations for enhancement and future planning. Translate performance insights into clear, actionable learnings for internal stakeholders, ensuring continuous improvement of consumer experience initiatives across all channels.

Strategic Investment and Resource Allocation Identify commercial priorities and needs, optimizing investment and resource allocation through the Commercial Engine KPI framework in line with local regulation and brand strategy. Manage and control the consumer experience budget, ensuring performance is optimized along the entire consumer experience funnel and investments deliver maximum ROI. Evaluate partnership with external vendors to maximize collaboration and performanceTeam Management Lead and support the team to ensure smooth operations, alignment with priorities, and continuous development.

RequirementsBachelor’s degree in Marketing, Business, or a related field (Master’s preferred)5–8 years of experience in consumer marketing, brand activation, or customer experienceFluent written and spoken English Strong understanding of omnichannel strategies and commercial KPIs. Understanding of digital activation is a plusProven experience leading cross-functional projects and managing teamsData-driven mindset with experience in budget management and ROI optimizationExcellent communication and stakeholder management skillWhat To ExpectInclusive culture, psychological safety at work and numerous growth opportunities are our biggest advantages.

Besides, we are offering the most competitive benefits packageFlexi-Perks – gift voucher every single day which can be spent for food, health, electronics, books, or leisure goods;Best in class health insurance;Substantial contribution to 3rd pilar pension fund;20 weeks fully paid parental leave, regardless of location, gender, sexual orientation or whether our employees become a parent via adoption, surrogacy or birth;Learning and development bucket to support professional & personal growth activities; Green Mobility Allowance to support eco-friendly transport options; Cash allowances on important personal events/ occasions;Valuable internal gifts for employees (travel vouchers, electronics, etc.

) and exciting company events/trips; Additional Days Off for birthday and volunteeringTrendy office in case you prefer working from office and contribution to home office set-up if you prefer to use a hybrid work opportunity and spent 50% time working from home. Are you ready to join us? Build your success story at JTI. Apply now!Next StepsAfter 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.