Consumer Programs Specialist

Our client is a trailblazing pioneer in the Tobacco Manufacturing Industry. What sets them apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavour has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client is leading from the front, with their pioneering vision and steadfast determination to create a smoke-free future.

With a workforce of more than 75,000 talented individuals worldwide across 180 countries, they have truly established themselves as a global leader in the industry. 

Responsibilities:

• Understand consumer base, their needs and pain points by performing in depth data analysis utilizing the research data and consumer feedback to recognize gaps and opportunities in implemented programs.
• Formulate critical business needs & design business processes to enable teams to build, implement new or enhance existing omni-channel consumer programs
• Define clear goals and objectives for business processes within consumer programs, involve stakeholders in the process and document processes using process modeling techniques and tools.
• Continuously monitor and measure programs and processes performance. Validate the IT build for each service and consumer program to ensure seamless consumer experience. 
• Work with project teams to implement projects with well-defined outcomes, milestones, and metrics.
• Timely follow-up on the various project milestones with the underlying objective of fast but fully consumer centric execution. 
• Actively monitor program status & performance throughout its life cycle (KPIs, ROI, impact). 

Requirements:

• At least 3 years of experience in commercial systems and/or digital background, business/process/solutions design background.
• Experience with campaign management software and BI tools.
• Omni-channel program design & implementation experience
• Experience managing system developments.
• Prior experience in a quantitative or analytical role.
• Passionate about consumer experience, process mapping, and enhanced solutions.
• Highly collaborative with ability to manage various stakeholders and exercise indirect influence.
• BPM certification is a plus.
• Bachelor’s degree in Economics, Business Administration, or another relevant field.
• Legally authorized to work in the U.S.