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Customer Experience Manager
hace 2 meses
JTI is a global leader in the tobacco industry, and we're committed to creating a workplace where everyone feels valued and empowered to succeed. As a Customer Experience Manager, you'll play a critical role in driving our brand's success by developing and implementing customer-centric strategies that deliver exceptional experiences across all touchpoints.
Key Responsibilities- Develop and Execute CX Platforms: Create and implement customer experience platforms that align with our brand strategies and target consumer needs, ensuring seamless execution and optimal resource allocation.
- Drive Consumer Engagement: Identify and execute innovative approaches to engage and excel in reaching consumers throughout their entire consumption journey, from awareness to loyalty.
- Collaborate with Stakeholders: Work closely with internal teams, including Marketing, Digital, Sales, and Legal, to ensure alignment and optimal resource allocation, constantly re-assessing allocation based on key performance indicators (KPIs) and return on investment (ROI).
- Design and Implement Briefings: Develop detailed briefings for agencies involved in CX platforms, ensuring alignment with brand guidelines and budget.
- Lead and Develop the Activation Team: Foster a collaborative OneTeam mindset and lead the Activation Team to drive customer experience initiatives forward.
- Proven experience in customer experience management or a related field
- Strong understanding of customer journey mapping and experience design
- Excellent communication and project management skills
- Ability to work collaboratively with cross-functional teams
- Strong analytical and problem-solving skills
