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Service and Quality Delivery Manager (Data Segmentation & Activation)
The Service and Quality Delivery Manager in the Data Segmentation & Activation team ensures the effective operation of JTI's consumer data platform and marketing automation tools. This role focuses on system stability, incident resolution, and user support, enabling marketing and CRM teams to execute their campaigns efficiently.
The manager collaborates with the product team to stay informed about new capabilities and provide feedback on user pain points, facilitating improvements in the platform.
You will also create monthly dashboards to track support operations, ticket resolution rates, system uptime, and service quality. Additionally, the manager encourages team learning through rotation programs, exposing team members to new features and enhancements in both development and support functions.
Position:
The service and Quality Delivery Manager will be responsible for:
Support Management & Incident Resolution – Oversee First levels of support for CDP and marketing automation tools, ensuring timely resolution of incidents
Third parties Coordination – Coordinate third-party vendors for flawless support execution. Ensure resource availability and allocation, report and escalate to management as needed
Performance Monitoring & Optimization – Continuously assess the performance of dashboards and analytics solutions, ensuring efficiency and reliability
Product Collaboration & Feedback Loop – Liaise with the product team to stay updated on new developments and provide insights from support tickets to drive platform enhancements
Service Metrics & Reporting – Develop and maintain monthly dashboards to track team efficiency, ticket resolution times, system uptime, and service quality trends
Team Development & Rotation Planning – Implement a rotation system within other support teams and product teams to foster knowledge expansion, engagement, and exposure to new feature development
Within 12 months you will:
Develop your career in a multi-national environmentIncrease your knowledge about Data Segmentation & Activation processes
Requirements:
Bachelor’s degree in computer science, Data Science, M&S, Statistics, Applied Math, Engineering or a related fieldMust have business professional expertise (with relevant industry experience) in data analysis and insights generationProven working experience in service deliveryAble to collect and organize data from different sources to solve a business question Should be passionate about challenging and interrogating data and its interpretation Should be a creative thinker who can offer a new perspective to analyze data and build storytellingMust be able to present findings to both business and technical stakeholdersShould be a creative thinker and propose innovative ways to look at problems by using data mining (the process of discovering new patterns from large datasets) approaches on the set of information availableStrong interpersonal skills and ability to collaborate with key stakeholders across functionsActs proactively to anticipate the future implications of actual decisionsDigital mindset, entrepreneurial and curiousFluent in EnglishAbility to operate in indirect/remote teamsDemonstrable experience in presentation, verbal and written communication skills Experience working with Microsoft Office, and with reporting tools such as Power BI/Tableau as well as web analyticsKnowledge of major "big data" storage/data platforms (i.e. Data Lake)Experience in project management tools, agile team coordination
What to expect:
Competitive pay and attractive annual bonus On-going development opportunities in a multinational environment, a wide variety of projects, ambitious goals, and independence in achieving them. Promoting from within the culture Freedom with responsibility (we trust your competencies, ability to manage your time, and your scope of work) lot of flexibility in terms of work arrangements (work from office or home) Private medical care (various options to choose) and life insurance Employee pension and savings programs JTI Family Leave Benefit – including extended paid paternity leave and fully paid maternity leave Multisport card, foreign language classes Wide variety of training, webinars, and professional courses on our e-learning platforms, including sponsored certification programs (for employees fulfilling the admission criteria) Modern office with traditions (Art Norblin Factory) in a convenient location, equipped with a library, mindfulness zone, spacious kitchen, garden terrace, massage chairs, and underground bicycle parking Working in a diverse and inclusive organization of over 40 different nationalities
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.
JTI GBS Poland Sp. z o.o. has introduced an Internal Reporting Procedure for Whistleblowers. If you would like to review this procedure, it is available upon request.
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