CX Program Manager

Consumer Experience Program Manager

📍 Location: Bucharest / Hybrid
🧭 Function: Smoke Free Products / Marketing
🕒 Type: Full‑time

We are looking for a Consumer Experience Program Manager to lead the design, orchestration, and optimization of consumer‑centric initiatives that shape meaningful, seamless experiences across all touchpoints.
This role is ideal for a strategic, hands‑on professional who thrives in complexity, takes strong ownership, and is passionate about transforming strategy into impactful CX programs.

🎯 Key Responsibilities

• Lead the development and deployment of Consumer Experience (CX) programs, aligned with long‑term vision and overall business objectives.
• Own end‑to‑end program orchestration — planning, execution, tracking, optimization — across initiatives such as conversion journeys, engagement programs, and CX platforms.
• Ensure excellent execution across channels, delivering consistent, high‑quality consumer experiences at every interaction and touchpoint.
• Monitor performance, define success metrics, and drive continuous improvement based on insights and learnings.
• Ensure efficient use of resources, identifying and implementing best practices that enhance quality, scalability, and impact.
• Collaborate cross‑functionally with Marketing, Commercial, Digital, CX, and other stakeholders to ensure seamless delivery of initiatives.
• Identify opportunities to enhance consumer journeys, proposing new initiatives that drive innovation, relevance, and measurable impact.

🧠 What We’re Looking For
We’re looking for professionals who are comfortable navigating ambiguity, influencing across teams, and turning vision into execution:

• 5+ years of experience in Marketing, ideally within the FMCG industry
• Strong commercial awareness and ability to apply business insights to decision‑making
• Proven ability to think strategically and translate strategy into actionable programs
• Excellent communication and collaboration skills, with experience working cross‑functionally
• Strong critical thinking and project/program management capabilities, able to manage multiple initiatives simultaneously
• High level of ownership, agility, and resilience in fast‑changing environments
• Fluent Romanian and strong English proficiency

🚀 Why Join Us?

• Shape the future of consumer experience in a dynamic, high‑impact organization
• Lead visible, strategic initiatives with real business impact
• Work in a collaborative, innovation‑driven environment
• Opportunity to grow and influence CX at scale