Rrp Iberia Consumer Care Manager

6 meses atrás

Lisboa, Portugal JTI - Japan Tobacco International Tempo inteiro

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for **the consumers to choose from**. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are** free to be themselves**, and they are given the opportunity to grow, travel and develop, **amazing things can happen**.

That’s why our employees, from around the world, choose to be a part of JTI.** It is why 83% of employees feel happy working at JTI.** And why we’ve been awarded **Global Top Employer status, nine years running**.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

**If you would like to know more about JTI Iberia, please follow **the link**.**

**RRP Iberia Consumer Care Manager**

**Position purpose**:
RRP Iberia Consumer Care Manager is responsible for the Consumer Care management for Ploom in alignment with the brand strategy, according to each market across Iberia cluster (Spain, Portugal, Canary Islands, Andorra and Gibraltair).

She/He is responsible for adapting global Consumer Care strategy and planning the local approach, translating it into plan, development and implementation, establishing and maintaining best-in-class operating model of Consumer Care service, in line with the agreed quantitative and qualitative objectives, and for their delivery against the brand objectives.

The jobholder is responsible to identify opportunities for innovation and proactive tools in Consumer Care for Ploom; on-going competition monitoring.

RRP Iberia Consumer Care Manager is in charge with day-to-day Consumer Care partners’ coordination, has regular contact and ensures on-going alignment with all parties involved (incl. local & HQ support functions), market standards conformity for the planned Consumer Care services & activities and conformity to the company’s processes and procedures.

**What will you do - responsibilities**:
1. Acts as Ploom Consumer Care Manager as per global requirements (including constant liaison with Global RRP QA & GCC teams) and has ownership of the process.

Responsible of adapting global Consumer Care strategy and planning the local approach, translating it into plan & programs, development and implementation, in alignment with the Ploom brand strategy and within allocated budget.

She/He ensures the most suitable Consumer Care activities mix in line with the brand’s and company’s objectives, Global/local brand guidelines, Iberia standards, budget compliance, in order to ensure a consistent consumer centricity and brand image.

Ensures all Ploom’s Consumer Care channels effective development and implementation, and technical solutions integrations with Ploom DES and local systems.

She/He oversees establishing and maintaining best-in-class operating model of Consumer Care service, offering continued support for all local processes.

2. In charge with the standardized process development of 3Rs (replacements, refunds and returns) to provide efficient service for consumers in online & offline channels, and enhance the consumer’s experience.

Closely collaborates with internal specialist functions and external suppliers to plan, align, develop and implement proposed 3Rs (Legal, CA&C, Logistics, DTC, Sales, Finance, etc.).

Liaising with HQ GCC and HQ BG and manages adaptation/revision of global guidelines in order to suit local market needs and responsible for alignment with relevant HQ functions.

3. Managing and controlling the Ploom consumer feedback & product compliance - product enquiries & complaints handling process, ensuring effective management of devices troubleshooting process, as well as defected devices replacement process.

Managing the Ploom Special Complaints (health, safety).

4. Monitors programs’ implementation by involving teams in regular meetings, data analysis etc. and is responsible for the Consumer Care program effectiveness and continuously recommend optimization of course of action based on brand/program evaluation against planned KPI's, in order to ensure achievement of targets.

Continuously monitoring Ploom’s Consumer Care KPIs, tools effectiveness, and identify opportunities & key challenges (short and long term), and recommending corrective actions in order to ensure objectives’ achievement and improved consumer experience.

5. Establish and maintain relationship with both Local and Global Functions, including 3-rd party Suppliers for Consumer Care strategy deployment, plan development & implementation, and improving process.

Establish and maintain effective working relationships with the 3rd parties/partners and brief them clearly in line with the objectives, to ensure timely and necessary support.

**Who are we looking for - requirements**:

- 3-5 years of experience in similar position, with proven track record in successful fulfilment of complex

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