Global Consumer Care (GCC) is driving the delivery of best-in-class consumer care across JTI. We are passionate about our consumers and fully devoted to enhancing their experience at every stage of their journey — from the very first contact to becoming loyal users and true brand ambassadors.

We are firmly committed to becoming the #1 organization in delivering superior consumer experience globally, working hand in hand with JTI markets to realize our shared Vision #1. To support this ambition, we are seeking experienced, consumer-centric, and highly motivated professionals to join our dynamic Global Consumer Care team based in Athens, Greece.

Position:

As Regional Consumer Care Manager for Western Europe, you will oversee market operations within our outsourced model, driving vendor performance to ensure the consistent delivery of best-in-class consumer care services. You will lead the development and delivery of high-quality training and knowledge management across the region. A key part of your role will be ensuring overall alignment with global initiatives whilst driving operational excellence. This highly collaborative position involves close partnership with vendors, local markets, HQ colleagues, and central functions.

In this role, you will:

• Market Relationship: Support markets in building best-in-class consumer care operations tailored to local needs. Act as primary escalation points for local markets.

• Vendor Management: Manage regional vendors, ensuring strong performance, inc. SLA & KPI achievements for your allocated markets. Identify continuous improvement opportunities, create action plans and ensure follow up. Supporting the management of regional budgets, forecasting, and vendor invoicing.

• Training and development: Designing, implementing, and evaluating all types of training programs (onboarding, new product launches, new initiatives, process improvements, continuous learning etc.) delivered by Vendors to improve advisors’ performance, often coordinating resources like facilitators, technology, and materials.

• Training organization: Coordinating resources like facilitators, technology, and materials as required for the successful delivery of all training. Maintain and monitor relevant KPIs and metrics on training outcomes

• Content curation: Organizing and structuring information to ensure content remains accurate, consistent, and up to date.

• Strategy & Analysis: Partner with the GCC HQ team to develop and enhance knowledge management and training strategies aligned with business goals, ensuring measurable impact and continuous improvement of all initiatives

• Knowledge Management: Build and maintain systems to capture, organize, and share the organization’s knowledge assets — including knowledge bases and digital content — to support both advisors and consumers.

• Continuous Improvement: Foster collaboration among markets and vendors by encouraging knowledge sharing and connection. Partner with the Global Consumer Care team to identify opportunities and translate them into actionable initiatives that enhance training and knowledge effectiveness.

• Training & Knowledge Champion: Prepare and deliver presentations on training and knowledge management initiatives to senior stakeholders and HQ leadership.

• Travel: Travel within the Western European region to support local markets and operational partners, with occasional visits to JTI Headquarters in Geneva, Switzerland, and other hubs as required.

Requirements:

• Degree in Management, Business Administration, Marketing, or related field

• 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

What to expect: 

Expect growth opportunities, training, good compensation package, social security package. For more details on local policies, speak with the Talent Advisor.