Consumer Experience Executive

BAT is evolving at pace - truly like no other organization.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

SENIORITY LEVEL: Junior Manager

FUNCTION: Marketing – Trade Marketing & Distribution

LOCATION: San Pedro Sula, Honduras

ROLE POSITIONING AND OBJECTIVES

This role is responsible to generate strategies for the consumer in different canals especially entertainment like event or activations.

Reports to: Marketing Deployment Manager

Geographic Scope: Honduras, Guatemala and El Salvador

WHAT YOU WILL BE ACCOUNTABLE FOR

• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels.
• Analysing customer feedback, surveys, and data to identify customer problems and different ways to improve the customer journey and create a positive experience.
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Monitoring and measuring key performance indicators related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Monitor external agencies to ensure day-to-day activities related to Brand programmes are performed with required quality and agreed cost & timescales accordingly.
• Brand positioning (Brand equity), guarantee that all the values of the brand are transmitted to the consumer.
• Define strategy for ecommerce including the monitoring of ecommerce performance starting with the consumer experience on the site to the delivery and costumer care experience.
• Handle local approval processes with brand agents like LEX team & Global Brand Guardians.
• Monitor and report Brand expenditure to ensure it does not exceed budget defined in operational Brand plan.
• Commit to Global IMP´s.

CAN THIS BE YOUR FUTURE ROLE?

• Do you have event organization and BTL experience?
• Are you proactive and passionate about offline consumer experience?
• Are you proficient in English?

ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE

• Bachelor's Degree required, related to marketing.
• Fluent in English, written and spoken.
• 3 – 4 years of consolidated experience in event planning and brand/ trade marketing.
• Experience developing and maintaining relationships with external Suppliers
• Negotiation and influencing skills.
• Consumer oriented and data driven.
• Empathy and listening skills.
• Speed, flexibility, and agility.
• Valid driver’s licence.

BENEFICIAL

• Availability in high demand time periods (Holy Week/ Christmas / Weekends).
• Development strategy experience.

WE ARE BAT

At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

• Global Top Employer with 53,000 BAT people across more than 180 markets
• Brands sold in over 200 markets, made in 44 factories in 42 countries
• Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
• Diversity leader in the Financial Times and International Women’s Day Best Practice winner
• Seal Award winner – one of 50 most sustainable companies

BELONGING, ACHIEVING, TOGETHER

Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!