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RRP Consumer Care Manager
Purpose
Lead local execution of the Consumer Care model for Reduced Risk Products, aligning with market strategy and global guidelines to deliver best-in-class consumer experience and drive consumer satisfaction.
This position will be based in Istanbul and will be reporting to Special Projects Manager within Marketing Department
Main areas of responsibilities:
Consumer Care model
- Collaborate with Geneva HQ to adapt and implement the global Consumer Care model to local market needs and legal requirements. Define local Consumer Care standards and work cross-functionally (Marketing, Legal, Finance, CA&C, Sales) to ensure effective rollout of tools and initiatives.
Consumer Care Provider contro
- Ensure agency performance meets contract terms and quality standards. Support training of third-party staff and prepare/translate scripts for new processes, products, and marketing programs in a timely manner.
Product complaint
- Manage RRP product complaints, refunds, and returns, including tracking via the Feedback Management System (FMS). Coordinate with central teams to ensure timely resolution of consumer issues.
Budget
- Track and analyze consumer KPIs to identify and drive improvements in product experiences.
Requirements
- University degree in Marketing / Economics
- Knowledge of marketing strategies and fundamental marketing principles
- Minimum 3-5 years of relevant managerial experience in marketing, consumer support and consumer communication, preferably in an international FMCG company or consumer service provider
- Local knowledge of the region and culture is an advantage
- Fluency in English - written and spoken. Turkish - as an advantage
- PC skills: MS PowerPoint, Outlook, Excel, Word, Teams; Acrobat Reader, Power BI; Nielsen; SAP
- Consumer centricity skills: Consumer marketing principles and trends, knowledge of consumer loyalty drivers, Digital marketing acumen
- Problem-oriented skills: Decision-making and Problem-solving, Prioritization, Time management, Process/Project Management, Stress management
- Collaboration skills: excellent Communication, active Team player, Interpersonal skills, Influencing others, incl. remote teams
- Ability to work with a huge amount of non-structured data, Management of external providers, Budget planning and control
Are you ready to join us? Build your success story at JTI. Apply now!
Next Steps:
After 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.