consumer care coordinator (fixed-term contract) - hybrid
Sep 22, 2026 · Imperial Brands Hellas
What you'll do
- Coordinate customer care services and operational activities with the Consumer Care Supervisor and cross-functional teams
- Oversee daily operations of the external contact center provider and monitor agent and support-function performance
- Provide regular feedback, enforce service standards, and ensure compliance with policies and procedures
- Identify improvement opportunities with the contact center provider and ensure KPIs meet operational requirements
- Coordinate initiatives that enhance the post-purchase Consumer Journey and support its ongoing development
- Prepare and distribute monthly reports on consumer interactions, feedback, complaints, and product replacements
- Use consumer insights to support decision-making and continuous improvement
Key requirements
- Consumer care operations coordination and contact center operations management
- KPI monitoring and operational reporting
- Customer service and consumer experience management
- Consumer care/customer service management platforms, including Salesforce and Zendesk
- Microsoft Excel and Microsoft Office
- Complaint management, business opportunity identification, English proficiency, and policy and procedure compliance
- Business Administration / Marketing / Any Field
Benefits
- The company offers a comprehensive compensation package including salary, bonus scheme, and further benefits.
- Employees receive opportunities to grow, learn, and innovate, with inspiring places to work and collaborate with purpose.
About the job
The Consumer Care Coordinator is a pivotal role within our organization, designed to ensure the highest standards of customer care and experience in the Greek market. The role’s main Objective is to coordinate and support Customer Care Services & Operational Actions, work closely with the Consumer…
About the company
We are a global consumer-focused business with a distinctive challenger role in the transforming tobacco and nicotine industry
Our differentiated brands
Our strategy is driving a more consistent performance from our portfolio of combustible products – international and local cigarettes, fine cut and other tobacco brands that are sold in around 120 markets worldwide.
In turn, focused reinvestment means we are building scale in smoke-free alternatives. Our innovative range of vape, heated system and modern oral brands are now available in more than 20 markets.
Our purpose and vision
The part we are playing in the global transition to a new generation of nicotine products is underpinned by our purpose and our vision.
Our Purpose
Forging a path to a healthier future for moments of relaxation and pleasure
We want to see a healthier future both for our adult consumers and the planet we all share. That’s why we are creating a compelling range of potentially less harmful products that provide moments of relaxation and pleasure. And that’s also why we are on a path to becoming fully Net Zero by 2040.
Our Vision
To build a strong challenger business powered by responsibility, focus and choice
Becoming a stronger challenger is about having the best understanding of our consumers and their choices. It is about having simple and efficient operations that enable us to be agile. And it’s about building a culture where our people can perform their best work.
We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all. Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.
As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.
About the company
We are a global consumer-focused business with a distinctive challenger role in the transforming tobacco and nicotine industry
Our differentiated brands
Our strategy is driving a more consistent performance from our portfolio of combustible products – international and local cigarettes, fine cut and other tobacco brands that are sold in around 120 markets worldwide.
In turn, focused reinvestment means we are building scale in smoke-free alternatives. Our innovative range of vape, heated system and modern oral brands are now available in more than 20 markets.
Our purpose and vision
The part we are playing in the global transition to a new generation of nicotine products is underpinned by our purpose and our vision.
Our Purpose
Forging a path to a healthier future for moments of relaxation and pleasure
We want to see a healthier future both for our adult consumers and the planet we all share. That’s why we are creating a compelling range of potentially less harmful products that provide moments of relaxation and pleasure. And that’s also why we are on a path to becoming fully Net Zero by 2040.
Our Vision
To build a strong challenger business powered by responsibility, focus and choice
Becoming a stronger challenger is about having the best understanding of our consumers and their choices. It is about having simple and efficient operations that enable us to be agile. And it’s about building a culture where our people can perform their best work.
We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all. Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.
As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.