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Consumer Journey Manager GTR

JTI - Japan Tobacco International
Dubai, UAE
Onsite
Discovered Yesterday
Consumer journey managementCustomer experienceConsumer engagementConsumer insightsAnalytics and performance dataCross-functional leadership

Full Job Posting

Role overview

The Consumer Journey Manager establishes, orchestrates, and improves consumer journey management across Global Travel Retail touchpoints before, during, and after travel.

The role translates consumer understanding, data, and insights into journey priorities and aligns Marketing, Brand, Digital, and Activation efforts to improve decisions, execution, and funnel performance.

The role connects teams, identifies journey opportunities, and coordinates initiatives for a seamless, measurable consumer experience.

Position responsibilities

  • Work with the Reduced Risk Products and Digital Director to establish and evolve Consumer Journey Management in GTR.
  • Define, test, and embed the operating model and ways of working, securing clear ownership, organizational alignment, and adoption.
  • Build a scalable capability that can support future business needs.
  • Define journey strategy across key GTR touchpoints before, during, and after travel.
  • Turn consumer insights and data into priorities, action plans, and measurable objectives across Awareness, Acquisition, and Retention.
  • Define journey KPIs, governance frameworks, and performance review routines; monitor results and drive optimization.
  • Coordinate with SI, Brand, Digital, Activation, and other stakeholders to integrate initiatives and improve the consumer experience.

Requirements

  • High-standard university degree required.
  • At least 7 years of professional experience required.
  • Experience in Consumer Journey, Customer Experience, or Consumer Engagement required.
  • Experience leading cross-functional initiatives and influencing stakeholders in a matrix organization required.
  • Experience using consumer insights, analytics, and performance data to drive decision-making and prioritization required.
  • Experience building new capabilities, frameworks, or ways of working required.
  • Travel Retail and/or RRP experience is an advantage.
  • Advanced written and spoken English required.

What to expect

  • Well-being initiatives, flexible work arrangements, growth opportunities, and benefits including a family leave policy.

Selection process

  • Selected applicants can expect a phone screening, assessment tests, interviews, and an offer process; timing and steps may vary by role.

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