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RRP CONSUMER CARE ASSOCIATE PORTUGAL

Are you a junior marketing professional with a strong interest in consumer care? Are you excited about learning how to deliver exceptional consumer experiences while supporting innovative products? Join our team as a Consumer Care Associate for RRP Iberia. This is a unique opportunity to grow your expertise in a supportive environment and contribute to providing outstanding service to our customers.

Join the team behind Ploom, our flagship reduced-risk product, and be part of reshaping the consumer experience with cutting-edge innovation in the RRP industry.

Position Purpose

Support and Coordination: Assist the RRP Iberia Consumer Care (CC) Manager in developing and executing Consumer Care strategic plan to the Portuguese market, ensuring alignment with budget and quality standards. You will gain valuable insights into strategic planning and learn how to align consumer care initiatives with business objectives.Innovation and Market Monitoring: Contributes to identifying opportunities for innovation and developing proactive tools in Consumer Care for Ploom, ensuring continuous improvement and differentiation. Conducts ongoing competition monitoring to stay ahead of industry trends and adapt strategies accordingly. You will develop skills in market analysis, strategic thinking, innovation management, competitive intelligence, and effective communication, gaining expertise in identifying trends and driving consumer care excellence.Daily Partner Coordination: Collaborate with Consumer Care partners, maintaining regular contact and alignment with local and HQ support functions, GCC, and local management. You will build a strong foundation in stakeholder management and cross-functional collaboration.Escalated Case Management: Handle complex cases and special complaints that cannot be resolved by our Call Center supplier, gaining hands-on experience in solving 3R (Replacement, Return and Refund) processes. This is your chance to sharpen problem-solving skills in real-world scenarios.Standards and Procedures: Learn and ensure that all Consumer Care services meet market standards and adhere to company processes and procedures. This role will equip you with the knowledge to uphold and implement high-quality service standards.Feedback Management: Manage the Consumer Feedback platform, ensuring feedback is properly registered, classified, and addressed. Escalate special complaints to relevant stakeholders and coordinate the return process for complaint product samples. You will develop expertise in feedback analysis and how it drives business improvement.

Main Areas of Responsibility

Partner with the RRP Iberia Consumer Care (CC) Manager to create and implement Consumer Care plans, achieving budgetary goals while maintaining quality.Driving innovation and strategic insights in Consumer Care through proactive tool development and continuous market and competitor analysis, ensuring differentiation and excellence in service delivery.Oversee daily interactions with Consumer Care partners, ensuring smooth communication and alignment with all involved parties (local and HQ support functions, GCC, local management).Handle escalated cases that supplier cannot resolve, including special complaints. Learn to efficiently manage 3R processes to ensure the best consumer experience.Manage the Consumer Feedback Management platform to ensure all feedback is recorded and categorized accurately. Coordinate follow-up actions for complaints requiring investigation and escalate issues to relevant stakeholders. Support the return and sorting process for complaint product samples.

Requirements

University Degree2 years of relevant experience in a similar role, ideally in FMCG marketing/customer experienceFluency in Portuguese and English (C1) required - knowledge of Spanish is an additional advantageProficiency in computer skills at an advanced level required    Independent and autonomous work style with strong analytical and presentation skillsEffective stakeholder management and attention to detailExceptional organizational skills and ability to work well in teamsProficiency with technology and a collaborative approach to tasks

Recruitment process

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 TA > 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. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.