Customer Experience Manager

hace 4 semanas

Barcelona, Barcelona, España Japan Tobacco International A tiempo completo

Job Title: Customer Experience Manager

Job Summary:

We are seeking a highly skilled Customer Experience Manager to drive the CX programs for RRP brands, setting the fundamentals for the activation of the brand to deliver a superior consumer brand experience in the assigned market.

Key Responsibilities:

  • Develop and implement the CX platform for the designated market, ensuring alignment with brand strategies and our target consumer.
  • Identify and execute efficient and innovative approaches to effectively engage and excel in reaching consumers throughout their entire consumption journey, from awareness, trial to acquisition, retention, and loyalty.
  • Guarantee the execution of the consumer activation plan working in close partnership with internal stakeholders (Marketing, Digital, Sales, PPO, Legal, HQ), securing optimal resource allocation in line with defined budget and brand guidelines, constantly re-assessing allocation after careful evaluation of the main KPIs and ROI.
  • Design detailed briefings for agencies involved in CX platforms.
  • Ensure alignment with various internal departments engaged in the projects and CX platforms, maintaining excellence in implementation, adhering to timelines and evaluating KPIs to ensure optimal performance.
  • Conduct in-depth analyses of each platform to uncover powerful insights for each platform, consumers, and short and medium-term strategies for CX platforms, ensuring alignment with the brand's strategy and plans within the respective market.
  • Responsible for tactical management of the local budget, ensuring proper allocation as planned, correct phasing, and execution of activities according to the established plan, always looking for efficiencies and synergies to the projects and platforms.
  • Lead and develop the Activation Team, fostering a collaborative OneTeam mindset.

Requirements:

  • A Bachelor's degree or equivalent education in Marketing, Business Administration, or Economics.
  • +5 years relevant experience in defining and building brand activation, marketing, or trade marketing in Food, FMCG, Consumer Electronics, or Tobacco (RRP).
  • Experience in consumer activation in horeca, festivals, and partnerships.
  • Fluency in English and Spanish.
  • Excellent working knowledge of MS Office, particularly PowerPoint and Excel.

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