Prague, Czech Republic





Job ID


Our dream is to convert every adult smoker that would otherwise continue to smoke, to smoke-free platforms. To help us achieve our dream, we need your help! We are currently looking for a Senior Team Lead CX IN THIS ROLE you will develop comprehensive consumer experience strategy based on voice of consumer to address gaps and needs across the journey, aligned with Category objectives and company goals. The aim is to continuously improve omnichannel consumer journeys for the entire consumer lifecycle and set the Next Best Actions on consumer level across channels integrating Multi-Category strategy. The position closely collaborates with Categories and Market Commercial Operations (CZ/SK). - Lead high performing CX team on a daily basis and ensure their personal & professional development. - Drive the customer audience segmentation, leveraging consumer and channel insights and analytics to identify specific consumer needs - - Define, facilitate deployment and continuously evaluate CX journeys (calls, CRM communication) aiming at increasing consumer value through increasing adoption, cross-category offers and preventing abandonment Consumers NBA (Next Best Action) strategy development and deployment - Support consumer-centric approach (collecting feedbacks, incl. Voice of Consumer and insights from other sources, and initiate corrective actions) - Manage product care related agenda, defining the strategy for after sales customer support and initiation of activities for effective resource utilization - Collaborates closely with Categories and other stakeholders to synchronization to ultimately deliver one voice and experience towards the consumer - Ensure efficient and effective use of resources WHAT WE ARE LOOKING FOR: - High School/University degree in business administration, Marketing, Digital Marketing or a related field - 5+ years commercial experience in sales or marketing, in the consumer goods industry, preferably in multinational environments - At least 3+ years of experience in omnichannel marketing strategies and digital marketing - Direct or strong indirect managerial experience - Experience in project management - Fluent English, Czech/Slovak is an advantage WHAT WE OFFER: We offer a competitive salary and excellent benefits package such as: Flexible working hours / home office possibility 25 vacation days and 4 sick days Summer/winter vacation contribution 11 000 points in Benefit Café, Multisport card, Meal tickets Life & accident insurance, Pension plan with contribution (3rd pillar)