Consumer Journey Manager GTR

Role overview

Position responsibilities

• Lead the establishment and evolution of Consumer Journey Management in GTR, working closely with the Reduced Risk Products and Digital Director.
• Define, test, and embed the Consumer Journey operating model and ways of working, ensuring ownership, organizational alignment, and adoption.
• Develop a scalable capability that can support future business needs and may evolve into a dedicated function.
• Define and lead strategy across key GTR touchpoints, translating insights into priorities, action plans, and measurable objectives.
• Identify priority opportunities and keep initiatives aligned with business priorities and measurable consumer and commercial outcomes.
• Set journey KPIs, governance frameworks, and performance review routines; monitor performance and address gaps and friction points.
• Drive continuous optimization to improve consumer experience, funnel performance, and business outcomes.
• Coordinate with SI, Brand, Digital, Activation, and other stakeholders to integrate initiatives and deliver a seamless experience.

Requirements

• A high-standard university degree is required.
• At least 7 years of professional experience is required.
• Experience in Consumer Journey, Customer Experience, or Consumer Engagement is required.
• Experience leading cross-functional initiatives and influencing stakeholders in a matrix organization is required.
• Experience using consumer insights, analytics, and performance data for decision-making and prioritization is required.
• Experience building new capabilities, frameworks, or ways of working is required.
• Travel Retail and/or RRP experience is an advantage, not a requirement.
• Advanced written and spoken English is required.

What to expect

• The employer mentions well-being initiatives, flexible work arrangements, growth opportunities, and benefits including a family leave policy.

Selection process

• The stated selection process may include a phone screening, assessment tests, interviews, and an offer; timing and steps may vary by role.