Consumer Care Coordinator

The Role

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. The position is based in Athens and reports to Cluster Consumer Experience, Care & E-Commerce Manager Greece who is located in Athens.

Principle Accountabilities

• 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, ensuring devotion to established standards, application of organizational policies and procedures, fostering a culture of compliance and excellence.
• 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 workflow 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.

Skills & Experience Required

• Professional experience in similar position 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)
• Excellent MS Office skills (proficient in “Excel”). Knowledge of relevant IS tools (consumer care/customer services management platforms/i.e. salesforce- Zendesk)
• Excellent communication/ presentation skills, hands-on approach and passion for growth. Results-oriented and self-motivated.
• Ability to identify and capitalize on business opportunities, aligning consumer care strategies with broader business objectives

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and many extras including private Life Insurance and Health Care program, free light lunch and fuel allowance, hybrid/flexible working opportunities as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 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. 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.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.