regional consumer care manager

This job is with JTI, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.At JTI we celebrate differences, and everyone truly belongs.46,000 people from all over the worldare continuously building their unique success story with us.83% of employees feel happyworking at JTI.To make a difference with us, all you need to do is bring yourhuman best.What will your story be? Apply nowLearn more: Regional Consumer Care ManagerTraining & Knowledge (Eastern Europe)Global Consumer Care (GCC)is driving the delivery ofbest-in-class consumer careacross 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 sharedVision #1. To support this ambition, we are seekingexperienced, consumer-centric, and highly motivated professionalsto join our dynamic Global Consumer Care team based in Bucharest, Romania.What will you do?As Regional Consumer Care Manager for Eastern 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.Key ResponsibilitiesMarket 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 outcomesContent 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 initiativesKnowledge 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 Eastern Europe region to support local markets and operational partners, with occasional visits to JTI Headquarters in Geneva, Switzerland, and other hubs as required.Skills And Experience RequiredMinimum 5+ years' experience as a Consumer Care Training Manager / Knowledge Manager/Contact Center Manager or in a similar leadership roleSolid understanding of all aspects of Consumer Care operations in a multi-hub, outsourced environmentFMCG and/or Consumer Goods industry experience strongly preferred; tobacco and RRP category knowledge is a plusExcellent organizational skills with the ability to manage and prioritize multiple initiatives simultaneouslyStrong understanding of the latest training and knowledge management best practices, including techniques and technology landscapeDeep understanding of change management practices and techniquesExcellent influencing skills and experience of working with vendors and partners in the training / knowledge management areaExceptional communication and collaboration skills, both one-on-one and in group settings, across all functions and levels of the organizationProven ability to multi-task, adapt, and perform under pressureProficient in MS Office and consumer care systems/platforms (e.g., ServiceNow)Fluent English (written and spoken); additional languages are an advantageEducationDegree in Management, Business Administration, Marketing, or related fieldRecruitment ProcessIf you are an experienced and passionateConsumer Care Training or Knowledge Managerwho is looking for an exciting and rewarding opportunity within a fantastic company – we need you, come and join usApplication deadline:December 14, 2025Are you ready to join us? Build your success story at JTI. Apply nowNext StepsAfter applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.