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Consumer Journey Manager

Global Travel Retail

The Consumer Journey Manager is responsible for establishing, orchestrating and continuously improving Consumer Journey Management across key GTR touchpoints before, during and after travel. The role exists to ensure that consumer understanding, data and insights are translated into journey priorities and that Marketing, Brand, Digital and Activation efforts are strategically aligned to improve decision-making, strengthen execution and support funnel performance across Awareness, Acquisition and Retention.

Operating as a cross-functional connector, the role balances strategic oversight with practical enablement, identifying journey opportunities and coordinating initiatives to deliver a seamless, measurable and value-adding consumer experience.

Position:

Lead the Development of Consumer Journey Management in GTR

• Working closely with the Reduced Risk Products (RRP) & Digital Director, lead the establishment and evolution of Consumer Journey Management within GTR. Define, test and embed the Consumer Journey operating model and ways of working, ensuring clear ownership, organisational alignment and adoption across the business. Build the foundations required for Consumer Journey Management to develop into a scalable capability supporting future business needs, with the ambition to evolve into a dedicated function over time.

Define and Lead Consumer Journey Strategy and Funnel Performance

• Define and lead the Consumer Journey strategy across key GTR touchpoints before, during and after travel. Translate consumer understanding, data and insights into journey priorities, action plans and measurable objectives that strengthen funnel performance across Awareness, Acquisition and Retention. Identify priority opportunities, ensuring initiatives remain aligned with business priorities and focused on delivering measurable consumer and commercial outcomes.

Establish Journey Governance, Performance and Optimization

• Define journey KPIs, governance frameworks and performance review routines. Monitor performance across priority consumer and traveler journeys, identify performance gaps and friction points and drive continuous optimization to improve consumer experience, funnel performance and business outcomes.

Orchestrate Cross-Functional Journey Initiatives

• Coordinate with SI, Brand, Digital, Activation teams and other relevant stakeholders to support a seamless consumer experience across key GTR touchpoints. Drive the integration of initiatives through shared ownership and clear priorities, helping maintain consistency and maximize overall journey impact across Awareness, Acquisition and Retention.

Requirements:

• High standard university degree required.
• 7+ years of professional experience.
• Experience in Consumer Journey, Customer Experience or Consumer Engagement.
• Experience leading cross-functional initiatives and influencing stakeholders in a matrix organization.
• Experience using consumer insights, analytics and performance data to drive decision-making and prioritization.
• Experience building new capabilities, frameworks or ways of working.
• Travel Retail and/or RRP experience is an advantage.
• Advanced level of English language (both written and spoken).

What to expect:

Expect well-being initiatives, flexible work arrangements, growth opportunities, and excellent benefits, including a unique family leave policy. For more details on local policies, speak with the Talent Advisor.

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

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.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.