ABOUT IMPERIAL BRANDS HELLAS

Is a member of Imperial Brands, a global consumer-focused organization and the fourth largest 
international tobacco company with presence in more than 120 markets and 25.000 employees. Imperial Brands Hellas, with 40 years of successful presence in Greece, has achieved, amongst others, to build the most premium cigarette brand in Greece, Davidoff and has a strong presence in the New Generation Products, since its portfolio includes No. 1 brand in Εlectronic Cigarettes blu and No1 in Disposables blubar, Heating Device PULZE, Heated Tobacco Sticks iD and Heated Nicotine Sticks iSENZIA.

Imperial Brands Hellas is aiming to offer a variety of innovative products, developing new consumer experiences, meeting the evolving needs of the adult nicotine users, while focuses on building a strong challenger business powered by responsibility, focus and choice, forging a path to a healthier future. 

Please access the link for more information on the Company’s website www.imperialbrands.gr

THE ROLE

The role reports to Cluster Consumer Care & Experience Manager who is located in Athens. The Consumer Care Coordinator is a pivotal role within our organization, designed to ensure the highest standards of customer care and experience in the Greek market. The role’s main Objective is to Coordinate and Support Customer Care Services & Operational Actions, as well as work closely in conjunction with brand, digital & sales Teams, taking responsibility for a number of local consumer initiatives required to enhance consumer satisfaction and drive commercial success.

POSITION KEY RESPONSIBILITIES

• Oversee daily operations of the external contact center provider, ensuring that the team of agents and the support functions perform at their best. This includes supervising performance, providing regular feedback, and ensuring devotion to established standards.
• Proactively engage with the contact center provider to identify areas of improvement & development. Ensure that KPIs are consistently met and that operational requirements are aligned with the company's strategic goals.
• Secure operational excellence on the innovative Consumer Journey (Post purchase experience) to loyal consumers & support Group functions to further develop Consumer Journey.
• Plan, direct & coordinate work flow of contact center agents, monitoring performance of staff members according to established standards.
• Lead & coordinate initiatives to enhance the post-purchase experience for loyal consumers. Collaborate with Group functions to further develop and refine the Consumer Journey, ensuring it remains innovative and customer-centric.
• Generate and distribute monthly reports on consumer interactions and feedback, including tracking of consumer complaints and product replacements. Use these insights to inform decision-making and continuous improvement efforts.
• Responsible for day-to-day application of organizational policies and procedures within the contact center, fostering a culture of compliance and excellence.

CANDIDATE REQUIRMENTS

The ideal candidate will be a focused, results-oriented, and self-motivated professional with the following qualifications:

• At least 2-3 years of relevant working experience in Customer Services or Consumer Experience roles
• Bachelor’s degree with focus on Business Administration/Marketing. Master’s degree will be considered an additional asset
• Proficiency in English (written and spoken)
• Strong analytical & communication skills
• Excellent MS Office skills (proficient in “Excel”)
• Knowledge of relevant IS tools (consumer care/customer services management platforms/i.e. salesforce- Zendesk)
• Excellent presentation skills with a hands-on approach and passion for growth
• Ability to identify and capitalize on business opportunities, aligning consumer care strategies with broader business objectives

THE COMPANY OFFERS

Competitive package of salary, bonus scheme and additional benefits