Job Objectives
As the GCC Strategy & Digital Director, you will set and execute the strategy to deliver exceptional consumer experiences and measurable operational efficiencies while spearheading an AI-driven transformation. Your decisions will significantly impact business by driving higher retention and satisfaction among our users. Leading the GCC HQ Strategy team in Geneva, you will develop and inspire managers to enhance service quality, reduce cost-to-serve, and deploy global programs effectively. You will champion the potential value of Global Consumer Care across the business, elevating its profile among senior stakeholders. In close collaboration with Global Marketing & Sales, JTI markets, and other global functions, you will leverage digital and AI capabilities to shape cross-functional initiatives that strengthen consumer engagement, optimize processes, and enable sustainable growth.
Responsibilities
- Lead and inspire the GCC Strategy & Digital team to deliver exceptional results, driving strategic impact and operational excellence.
- Support the GCC Head of Department in defining and shaping the GCC strategy and vision for each 3-year ASP cycle.
- Translate the strategy into actionable programs with clear priorities fully aligned with GCC strategy and JTI corporate and commercial objectives.
- Champion the identification and implementation of digital and AI-driven initiatives that enhance efficiency, scalability, and value within the Global Operating Model.
- Drive the data-to-insight transformation by embedding AI-powered analytics to uncover consumer trends, sentiments, and emerging needs — turning insights into action.
- Ensure AI is central to our interactions, utilizing predictive care models to uplift consumer engagement, enhancing satisfaction and long-term brand advocacy.
- Collaborate with operational, digital, and market teams to prioritize initiatives and optimize resource and budget deployment.
- Lead and coordinate cross-functional strategic programs that extend beyond GCC, fostering seamless collaboration with R&D, Marketing, Sales, and Digital teams.
- Oversee the development of global technology capabilities that enhance operational efficiency and elevate the consumer experience.
- Strengthen the GCC Voice of Consumer (VoC) program to measure satisfaction and operational excellence, ensuring that insights can be acted upon effectively.
- Prepare Global VoC for convergence into the company-wide ONE VoC initiative in partnership with LeadMetrix.
- Provide strategic support to the Head of Global Consumer Care through insights, recommendations, and execution on key priorities.
- Foster a high-performance culture by mentoring and developing HQ Strategy Managers based in Geneva.
Qualifications
Storytelling: A robust commercial understanding with the ability to translate business questions into actionable business recommendations and implications is essential.
Professional Experience
- 10+ years of international experience shaping Consumer Care and/or Experience strategies within the FMCG or Consumer Goods industries.
- Proven global leadership experience in managing teams, outsourced vendors, and strategic partnerships.
- Extensive experience in digital transformation, identifying, implementing, and scaling solutions that enhance efficiency and consumer experience.
- A proven track record in delivering AI solutions, including Generative AI (GenAI), with practical experience in real-world AI technologies and applications.
Educational Background
A Bachelor’s degree; a master’s degree or equivalent is preferred.
Language and Technical Skills
Fluent in English with strong written and verbal communication skills (a second language is a plus).
Apply online using the form below. Please note that only applications matching the job profile will be considered.