Global Consumer Care Strategy & Digital Director

Global Consumer Care Strategy & Digital Director

GENEVA, CH, 1202

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!

Learn more: jti.com

Please, apply till 5th of December, 2025

Global applicants welcome

Location: Geneva, Switzerland

Global Consumer Care Strategy & Digital Director

Global Consumer Care (GCC) is a dynamic and fast-growing team, firmly committed to becoming the #1 benchmark in delivering best-in-class care globally. We care deeply about our consumers and are committed to enriching their experience at every stage of their journey — from first contact to lifelong advocacy.

AI is redefining the way we connect with our consumers, not as a replacement for human connection, but as a powerful enabler of deeper, more meaningful interactions. By harnessing AI, we can better anticipate consumer needs, deliver personalized engagement, and transform every interaction into a moment of value — driving loyalty to our brands.

Position purpose:

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.

Main Responsibilities:

• 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.

What we are looking for - Requirements:

• 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.
• Deep business acumen with proven results in acquisition, retention, and satisfaction. • Experienced in defining and executing global consumer care strategies and cross functional programs.
• Influential communicator and visionary leader, skilled at aligning senior stakeholders. • Analytical and results-driven, translating complex challenges into actionable solutions.
• Fluent in English; other languages an asset.
• Willingness to travel internationally.

We are looking for individuals that align closely to Our Way behaviors, which are made up of 4 core pillars; Start with us, Make it count, Welcome challenge and Shape tomorrow, today. More details on these pillars can be found on our website.

Thank you very much for your interest in the role. You are welcome to apply.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.