Consumer Journey Manager GTR
Role Overview
The Consumer Journey Manager establishes, orchestrates, and continuously improves journey management across Global Travel Retail touchpoints before, during, and after travel.
The role connects consumer understanding, data, and insights with Marketing, Brand, Digital, and Activation efforts to improve decisions, execution, and funnel performance.
The role balances strategic oversight with practical enablement and coordinates initiatives for a measurable, value-adding consumer experience.
Key Skills for This Role
Full Job Posting
Role overview
The Consumer Journey Manager establishes, orchestrates, and continuously improves journey management across Global Travel Retail touchpoints before, during, and after travel.
The role connects consumer understanding, data, and insights with Marketing, Brand, Digital, and Activation efforts to improve decisions, execution, and funnel performance.
The role balances strategic oversight with practical enablement and coordinates initiatives for a measurable, value-adding consumer experience.
Role responsibilities
- Establish and evolve Consumer Journey Management, defining, testing, and embedding an operating model and ways of working.
- Build ownership, organizational alignment, adoption, and a scalable capability for future business needs.
- Lead journey strategy across key Global Travel Retail touchpoints and translate insights into priorities, action plans, and measurable objectives.
- Set journey KPIs, governance frameworks, and performance review routines; monitor performance and drive optimization.
- Coordinate SI, Brand, Digital, Activation, and other stakeholders to integrate initiatives and improve the consumer experience across Awareness, Acquisition, and Retention.
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 Reduced Risk Products experience is advantageous.
- Advanced written and spoken English required.
Benefits and work arrangements
- The posting mentions well-being initiatives, flexible work arrangements, growth opportunities, and benefits including a family leave policy.
- Local policies are available from the Talent Advisor.
Selection process
- The stated selection process may include a phone screening, assessment tests, interviews, and an offer.
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