Consumer Experience Lead

Our client is a trailblazing pioneer in the Tobacco Manufacturing Industry. What sets them apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavour has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client is leading from the front, with their pioneering vision and steadfast determination to create a smoke-free future.

With a workforce of more than 75,000 talented individuals worldwide across 180 countries, they have truly established themselves as a global leader in the industry. 

Responsibilities:

• Support in developing and deploying Consumer Experience programs concept & mechanics translating global guidelines and SOPs (standard operating procedures) into market requirements and consumer needs.
• Support in preparation of Consumer Experience programs briefs and gate submissions while collaborating with marketing, market, commercial ops and other stakeholders.
• Support in governance board submissions preparation.
• Consumer Experience programs data and performance analysis (leads, sales, trials and other program KPIs).
• Ensure program deployment in line with guidelines and propose remedial actions in case of potential R&C (Risk and Controls) issues.
• Collaborate with other stakeholders (marketing, customer care, digital, comm ops.) to ensure all program materials are timely deployed (visuals, digital assets, tools, etc..)
• Prepare and train (in collaboration with capability building) front-liners and customer care team on programs talking point and mechanics Participate in UAT/UVT (user acceptance test / user validation test) of program related functionalities.

Requirements:

• 2+ years’ experience in Marketing and/or Commercial.
• Online and offline content creation, and consumer experience / consumer journey.
• Digital literacy.
• Fluency in English & French both written & spoken. Arabic is a plus.