About us

We're a truly international company, fourth largest in our industry and operating across 119 markets. An inclusive, innovative global FMCG business supported by 26,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.

As we move forward, our consumers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The Role

The Global Consumer Experience Manager will support the Head of Consumer Experience and Marketing Capability with building out consumer engagement capability as part of the Brand & Marketing Centre of expertise in the CCO organisation.

You will deliver advice and expertise on how to best engage with consumers and deliver consumer engagement playbook / implementation guidelines and toolkits.

You will develop new ideas and frameworks for consumer engagement (omnichannel touchpoints) in different market environments and for different consumer types / segments and create implementation guidelines in collaboration with tier 1 markets and ready for localisation for tier 2 and 3 markets.

Principle Accountabilities

• Develop consumer engagement playbook and toolkit for relevant consumer segments and / or markets
• Develop new ideas and frameworks for consumer engagement (omnichannel touchpoints) for market environments and consumer types / segments
• Create implementation guidelines in collaboration with Tier 1 markets and/or Tier 2 lead market ready for localisation for tier 2 and 3 markets
• Collaborate closely with Regional Marketing/Clusters / Markets to ensure full understanding and application of consumer engagement techniques and implementation guidelines
• Collaborate with Insights to get access to consumer metrics and market intelligence
• Use brand activation and identity guidelines developed by brand teams as well as best practice guidelines from the activation CoE to create most impactful toolkits that will enable best consumer experience and ROI

Education Skills and Experience Required

Essential:

• Current and previous experience of working in a Global FMCG business 
• Activation experience at global and local level
• Experience in building and producing global communications
• Experience of using customer and market insight to drive commercial gain
• Experience of working with global agencies 
• Proven experience of leading global projects and working with multiple stakeholders 
• Educated to degree level in relevant field
• Outstanding English verbal, written and interpersonal communications skill
• Commercial understanding combined with strong analytical skills
• Demonstrated ability to think both strategically and creatively
• Highly collaborative
• Creative and entrepreneurial spirit

 

What we offer

Imperial Brands offer a competitive package of salary, bonus scheme, pension, discount scheme, private medical cover, health share scheme + many other health & wellbeing benefits and 25 days holiday + bank holidays (with an additional 4 days on top to cover the Christmas period).

Next steps

Interested applicants should apply with their CV highlighting their suitability for the role against the essential criteria.