Position Title:  Specialista CX

We are currently looking for a Product Care Specialist.

Drive achievement of Product Care objectives by developing and enhancing a comprehensive strategy that ensures compliance with local regulatory requirements, maximizes customer experience, and optimizes cost efficiency. This role focuses on the Smoke-Free Products (SFP) category, including leading brands such as IQOS ILUMA, VEEV, and Zyn.

WHAT WILL BE YOUR ROLE?

• Lead the development and execution of product replacement strategy across all categories
• Design and deliver training programs for frontliners to ensure flawless replacement execution
• Manage and optimize product care tools, including hardware and software, to support operational excellence
• Resolve ad hoc customer issues related to product care, ensuring timely and effective solutions
• Monitor and analyze replacement performance, identify root causes, and implement corrective measures
• Drive initiatives to enhance customer experience throughout the replacement process
• Optimize inventory levels to balance stock availability for replacements while minimizing excess
• Ensure compliance with legal frameworks and align internal processes with regulatory requirements
• Build and maintain strong relationships with external partners to support seamless operations
• Collaborate with global teams to deploy and integrate global toolboxes effectively

WHAT ARE WE LOOKING FOR?

• Bachelor's in a relevant field is an advantage
• At least 3 years of experience in product care, technical issue resolution or a similar customer‑facing role
• Fluent Czech and English is a must
• Consumer centricity and performance marketing mindset
• Experience in project management
• Strong analytical skills and ability to drive insights into actions
• Team player & collaborative spirit
• Experience working in lean, agile, test & learn environments

WHAT CAN WE OFFER