Global Consumer Care Strategy & Digital Director

Objectifs du poste :
As GCC Strategy & Digital Director you will set and execute the strategy, delivering exceptional consumer experiences, measurable operational efficiencies, and lead an AI-driven transformation. Your decisions will have significant business impact in driving higher retention & satisfaction across our users. You will lead the GCC HQ Strategy team in Geneva, developing and inspiring Managers to drive improvements in service quality, cost-to-serve, and global program deployment. You will champion the value-add potential of Global Consumer Care across the business and raise GCC profile amongst senior stakeholders. In close partnership with Global Marketing & Sales, JTI markets, and other global functions, you will leverage digital and AI capabilities to shape cross-functional initiatives that strengthen consumer engagement, optimize processes, and enable sustainable growth.

Domaine de responsabilités :
Lead and inspire GCC Strategy & Digital team to deliver exceptional results, driving strategic impact and operational excellence.
Support GCC Head of Department to define and shape the GCC strategy and vision for each 3-year ASP cycle.
Translate the strategy into actionable programs with a clear set of priorities fully aligned with GCC strategy and JTI corporate and commercial objectives.
Champion the identification and deployment of digital and AI-driven initiatives that enhance efficiency, scalability, and value within the Global Operating Model.
Drive the data-to-insight transformation by embedding AI-powered analytics to uncover consumer trends, sentiment and emerging needs – to turn insight into action.
Ensure AI is at the heart of our interactions, using predictive care models to uplift consumer engagement — enhancing satisfaction and long-term brand advocacy.
Collaborate with operational, digital, and market teams to prioritize initiatives and optimize the deployment of resources and budgets.
Lead and coordinate cross-functional strategic programs extending beyond GCC, fostering seamless collaboration with R&D, Marketing, Sales, and Digital.
Oversee the development of global technology capabilities that enhance operational efficiency and elevate the consumer experience (including GCC ServiceNow RoW and Japan platforms).
Strengthen GCC Voice of Consumer (VoC) program to measure satisfaction and operational excellence whilst also ensuring insights can be translated into action.
Prepare Global VoC for convergence into the company wide ONE VoC initiative (in partnership with LeadMetrix).
Provide strategic support to the Head of Global Consumer Care through insights, recommendations, and execution on key priorities.
Foster a high-performance culture by mentoring and developing HQ Strategy Managers based in Geneva.

Qualifications :
Storytelling : Robust commercial understanding and translation of business questions into actionable business recommendations and implications are necessary

Expérience professionnelle :
10+ years’ international experience shaping Consumer Care and/or Experience strategies within FMCG or Consumer Goods industries.
Proven global leadership experience in managing teams, outsourced vendors, and strategic partnerships.
Extensive experience in digital transformation — identifying, implementing, and scaling solutions that drive efficiency and uplift consumer experience.
Proven track record in delivering AI, including Generative AI (GenAI) and practical experience in real-world AI technologies and applications.

Diplômes et formations :
Bachelor’s degree, master’s or equivalent preferred

Compétences linguistiques et informatiques – lesquelles & niveau :
Fluent in English with strong written and verbal skills (second language is a plus)