About the Role
The Consumer Journey Manager is responsible for establishing, orchestrating, and continuously improving Consumer Journey Management across key Global Travel Retail (GTR) touchpoints before, during, and after travel. This role ensures that consumer understanding, data, and insights are translated into journey priorities with a focus on aligning Marketing, Brand, Digital, and Activation efforts to enhance decision-making, strengthen execution, and support funnel performance across Awareness, Acquisition, and Retention.
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Operating as a cross-functional connector, the role balances strategic oversight with practical enablement, identifying journey opportunities and coordinating initiatives to provide a seamless, measurable, and value-adding consumer experience.
Responsibilities
- Lead the Development of Consumer Journey Management in GTR
- Collaborate with the Reduced Risk Products (RRP) & Digital Director to establish and evolve Consumer Journey Management within GTR.
- Define, test, and embed the Consumer Journey operating model and proactive ways of working, ensuring clear ownership and organizational alignment.
- Build the foundations for Consumer Journey Management to evolve into a scalable capability supporting future business needs, aiming for a dedicated function over time.
- Define and Lead Consumer Journey Strategy and Funnel Performance
- Develop the Consumer Journey strategy across key GTR touchpoints before, during, and after travel.
- Translate consumer understanding, data, and insights into journey priorities, actionable plans, and measurable objectives to enhance funnel performance across Awareness, Acquisition, and Retention.
- Identify priority opportunities, ensuring initiatives remain aligned with business goals, focusing on delivering measurable consumer and commercial outcomes.
- Establish Journey Governance, Performance, and Optimization
- Define key performance indicators (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 and business outcomes.
- Orchestrate Cross-Functional Journey Initiatives
- Coordinate with Strategy Implementation (SI), Brand, Digital, Activation teams, and other stakeholders to ensure a seamless consumer experience across key GTR touchpoints.
- Drive integration through shared ownership and clear priorities to 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.
- Proven ability to lead cross-functional initiatives and influence stakeholders in a matrix organization.
- Capable of using consumer insights, analytics, and performance data to drive decision-making and prioritization.
- Experience in building new capabilities, frameworks, or ways of working.
- Knowledge of Travel Retail and/or Reduced Risk Products is an advantage.
- Advanced proficiency in English (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, please inquire with the Talent Advisor.
