Title: RRP Consumer Experience KPIS Strategy & Deployment Manager

Geneva, GE, CH, 1202

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Learn more: jti.com

RRP Consumer Experience KPIS Strategy & Deployment Manager

Position purpose:

The RRP LeadMetrix Strategy & Deployment Manager plays a key role to bring relevant consumer-related indicators at the core of the steering equation for whole JTI. He/she is accountable & responsible for the strategic set-up & successful global deployment of the LeadMetrix platform, a global initiative aimed at enhancing consumer insights and driving strategic decision-making within the organization. By understanding consumer preferences, behaviors, pain points, the organization will tailor its propositions and experiences to better meet customer needs, thereby continuously enhancing satisfaction, loyalty, and retention. Ultimately, the goal is to empower the organization with the necessary tools, knowledge, and resources to leverage consumer insights effectively, drive business growth, and maintain a competitive edge in the market.

What will you do – responsibilities:

• Strategically guide the development of one global platform used across markets and regions to systematically understand & address adult consumers' feedback, continuously enhancing our strategy, products and consumer experience. Act as the global guardian of the platform concerning how data is gathered, which questions are being asked and what touchpoints are being monitored to ensure consistency across markets and regions, enabling flexibility for effective implementation
• Gather & deepen consumer KPIs measurements experience & key learnings from most advanced markets. Drive the rollout of LeadMetrix across globally, prioritizing, supporting, and guiding teams throughout the process. This involves meticulously planning and overseeing the global implementation of LeadMetrix, ensuring its consistency with overarching business objectives and strategic priorities. Drive markets preparation for LeadMetrix pilots & implementation, by providing comprehensive guidance, resources, and support to local teams, empowering them to effectively adopt and implement LeadMetrix initiatives
• Evolve the current KPIs framework towards a holistic, consumer-centric, simplified, elevated overview, focusing and connecting relevant indicators to track consumers' feedback & satisfaction in a clear, consistent, actionable way
• Establish and safeguard global survey principles, encompassing metrics, touchpoints, and questions utilized in consumer research endeavors. This entails crafting comprehensive guidelines to harmonize governance & process of conducting surveys across various markets and regions, adapting to local specificities & business needs, ensuring consistency and reliability in data collection methodologies
• Oversee the development and implementation of training programs and communication strategies to enhance organization-wide understanding and utilization of LeadMetrix. This involves designing targeted training modules and launching communication campaigns to effectively educate employees on LeadMetrix tools and methodologies. Providing guidance, mentorship, and support to consumer insights professionals in markets to foster their growth and development. Cultivating a collaborative and inclusive team culture where diversity, creativity, and excellence in consumer research are valued and celebrated
• Establish a solid, clear and actionable global consumer KPIs strategy, to foster consumer-centricity, focusing on the most valuable metrics to maximize consumer understanding, aiming to continuously improve our brand propositions & experiences

Who are we looking for – requirements:

• Bachelor's degree in Marketing and/or Business Administration. Specialization and/or master degrees related to Consumer Behavior Science or Data Science are considered as a plus
• Preferably 8+ years with a proven track record of setting marketing and/or brand strategies, piloting and rolling out consumer engagement or large-scale transformation programs
• Experience in consumer insights and brand marketing are highly welcomed
• Proficiency in data analysis tools & techniques, including statistical analysis and data visualization welcomed
• Fluent written and spoken English language skills. Any additional language will be considered as a plus
• Proven leadership skills with the ability to inspire and motivate teams, fostering a culture of innovation and continuous improvement.
• Strong conceptual and analytic skills allowing to shape and govern consumer experience and touchpoints management frameworks
• Deep experience in strategy definition and target setting for consumer experience programs
• Background in project management and planning for global rollout and implementation of programs at scale
• Ability to adapt rapidly to change at ease to work in a dynamic and agile environment that is fast paced

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