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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: RRP CONSUMER CARE ASSOCIATE Are you passionate about delivering exceptional consumer care and driving process excellence? Join our team as a Consumer Care Coordinator for RRP Iberia, where you will play a crucial role in supporting our Consumer Care Manager and ensuring top-notch service for our customers At JTI, Reduced-Risk Products (RRP) are a strategic priority, reflecting our commitment to innovation and consumer well-being. The Consumer Care department plays a pivotal role in this journey by ensuring exceptional support and engagement, helping consumers navigate and embrace these new product categories with confidence and satisfaction Position purpose: You will support the development and execution of annual Consumer Care plans aligned with market priorities and global standards, while driving strategic initiatives that enhance consumer experience and deliver actionable business insights. By anticipating challenges and focusing on evolving consumer needs, you'll help shape future strategies and identify opportunities for innovation within the RRP landscape. Support and Coordination: Assist the RRP Iberia Consumer Care (CC) Manager in developing and executing Consumer Care plans, ensuring they align with budget and quality standards.Escalated Case Management: Handle complex cases and special complaints that cannot be resolved by our suppliers, overseeing device troubleshooting and replacement processes.Daily Partner Coordination: Manage day-to-day activities with Consumer Care partners, maintaining regular contact and alignment with local and HQ support functions, GCC, HQ Brand Group, and local management.Standards and Procedures: Ensure all Consumer Care services and activities meet market standards and adhere to company processes and procedures.Feedback Management: Oversee the Consumer Feedback Management platform, ensuring feedback is properly registered, classified, and followed up on. Escalate special complaints to relevant stakeholders and coordinate the return process for complaint product samples. Main Areas of Responsibility: Consumer Feedback & Complaint Management You will be responsible for managing escalated consumer cases, ensuring timely and effective resolution when issues cannot be handled directly by the supplier. This includes overseeing special complaint workflows such as device troubleshooting and replacements. You'll ensure all consumer feedback is accurately registered, classified, and followed up within the digital platform, in line with Global Consumer Care Center (GCC) processes. Additionally, you'll coordinate product sample returns and pre-sorting, maintaining full traceability and compliance with company standards. Partner & Vendor Coordination In this role, you will lead daily collaboration with our Consumer Care partner, Teleperformance, fostering a strong working relationship and promoting knowledge-sharing. You'll monitor partner performance across reactive and proactive channels, ensuring consistent, high-quality service delivery. A key part of your responsibilities will be to develop initiatives that enhance agents' brand knowledge, product expertise, and communication skills, all aimed at delivering outstanding consumer experiences. Process Optimization (3R Process Refinement) You will identify and implement improvements to the 3R (Repair, Replace, Refund) processes, enhancing efficiency, accuracy, and stakeholder coordination. By introducing process-tracking tools and performance monitoring systems, you'll drive continuous improvement and ensure seamless execution across all touchpoints. Cross-Functional Collaboration and Alignment As a central liaison between local, regional, and global teams, you'll ensure alignment across key functions such as GCC, Brand Group, and Sales. You'll integrate Consumer Care into strategic initiatives like Gen 4 and Trade-In, adapting processes to local market needs while maintaining a best-in-class consumer experience. Regular communication and transparent reporting will be essential to keep all stakeholders informed and aligned. Visibility and Communication of Consumer Care Impact You will champion the visibility of Consumer Care initiatives, performance, and results across RRP Spain and the Canary Islands. By sharing insights, success stories, and learnings, you'll promote cross-departmental collaboration and highlight the strategic value of Consumer Care in driving consumer satisfaction and business growth. Requirements University Degree2 years of relevant experience in a similar role, ideally in FMCG marketing/customer experienceFluency in English required - knowledge of Spanish is an additional advantage (B1)Proficiency in computer skills at an advanced level required Independent and autonomous work style with strong analytical and presentation skillsEffective stakeholder management and attention to detailExceptional organizational skills and ability to work well in teamsProficiency with technology and a collaborative approach to tasks Recruitment process Thank you very much for your interest in the role. You are welcome to apply. Are you ready to join us? Build your success story at JTI. Apply now Next Steps: After 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.
