REGIONAL CONSUMER CARE MANAGER (EE)

Regional Consumer Care Manager for Eastern Europe position at JTI. Oversee market operations, drive vendor performance, and develop training and knowledge management across the region. Collaborate with vendors, local markets, HQ colleagues, and central functions.

Requirements

• Minimum 5+ years' experience as a Consumer Care Training Manager / Knowledge Manager/Contact Center Manager or in a similar leadership role
• Solid understanding of all aspects of Consumer Care operations in a multi-hub, outsourced environment
• FMCG and/or Consumer Goods industry experience strongly preferred; tobacco and RRP category knowledge is a plus
• Excellent organizational skills with the ability to manage and prioritize multiple initiatives simultaneously
• Strong understanding of the latest training and knowledge management best practices, including techniques and technology landscape
• Deep understanding of change management practices and techniques
• Excellent influencing skills and experience of working with vendors and partners in the training / knowledge management area
• Exceptional communication and collaboration skills, both one-on-one and in group settings, across all functions and levels of the organization
• Proven ability to multi-task, adapt, and perform under pressure
• Proficient in MS Office and consumer care systems/platforms (e.g., ServiceNow)
• Fluent English (written and spoken); additional languages are an advantage

Benefits

• Best-in-class consumer care operations
• Strong vendor performance
• Opportunities for training and development
• Chance to work with a dynamic and collaborative team
• Travel opportunities within the Eastern Europe region