The Global Consumer Care Product Expert Manager (Global Consumer Care Solutions - Product Expert Manager) is a strategic position sitting in HQ, responsible for supporting the global Consumer Care Digital Platform’s evolution and rollouts of technology capabilities. The role seats in JTI’s BTS M&S Global Consumer Care Solutions team, that serves M&S Global Consumer Care function by owning and delivering the Consumer Care Platform used by JTI Markets to provide support for Reduced Risk Products brands.

The BTS Consumer Care Product Expert Manager is the D&IT product manager, deployment plan owner, governance, and rollout efforts coordinator for technology capabilities related to Consumer Care capabilities . The role liaises with several JTI teams such as D&IT, Marketing & Sales, Markets and is responsible for delivering digital solutions in line with D&IT guidelines and business’ strategic roadmap. They are the single point of contact and responsible for coordinating the efforts of all D&IT teams involved, such as development teams, enterprise architecture, data, IT security, network and communications, etc.

Position:

Product Management:

• Define and manage the GCC platform's requirements and features backlog, prioritizing feature development in close collaboration with the GCC Business Owners.
• Drive Agile delivery ceremonies, requirement collection and solution's design.
• Oversee the development of new features, software integration, and configuration management within the GCC Platform, adhering to industry standards and best practices.

Project Management:

• Leading and delivering IT projects, and owning implementation plans for new digital consumer care capabilities.

Roll-outs:

• Lead the roll-out of the GCC Capabilities in JTI RRP Markets, coordinating teams to deliver projects within the overall GCC Platform Program.
• Ensure timely delivery of technical capabilities, guided by ServiceNow Delivery Center (SNDC) standards and JTI's quality benchmarks.

Vendor Management:

• Manage external consultants, ensuring alignment with project goals and budget constraints.
• Build and norture productive relationships with technology vendors to identify fitting technical solutions aligned with Business and D&IT objectives.

• Degree in engineering, computer science or related discipline, and / or degree in Business Management.
• Strong project management skills and proven experience (7-10 years) in delivery of digital technology projects working with business and IT developers.
• 7- 10 years Experience as business analyst / solution owner / project manager for IT systems.
• Excellent communication and coordination abilities, and ability to successfully lead technical discussions with both business and IT teams.
• Ability to work collaboratively with various teams and stakeholders to ensure successful delivery of projects within time, scope, budget.
• Understanding of consumer, customer care, or consumer experience digital cloud systems, possibly including knowledge of ServiceNow or other CRM/CX cloud solutions.
• Fluent English (Written and spoken).

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.