Relationship & Engagement Management Lead

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Date: 09-Jan-2021

Location: Bucharest, RO

Company: British American Tobacco

Country: Romania

Location: Bucharest 

Function: Global Business Services 

Grade: G36 

Job Type: Permanent 


BAT is evolving at pace - truly like no other organization.

To achieve the ambition, we have set for ourselves, we are looking for colleagues who are ready to live our ethos every day. Come be a part of this journey!

BAT GBS IS LOOKING FOR A Relationship & Engagement Management Lead



LOCATION: Bucharest



The role is responsible for focusing on engagement, innovation and quality, continually delivering insights to customers in line with future GBS strategy for a quality customer centric experience and innovative easy to use tools and processes for our customers. (Copy from ‘Role Summary’ section of JD)    

Reports to: Head of Function

Reporting Level: Management

Geographic Scope: Bucharest



  • Conduct regular business meetings with customers to find opportunities and maintain business relationship
  • Develop a sound understanding of the services provided to the business and the impact of service delivery failures
  • Proactively collaborate closely with business customers when incidents arise, assessing the business impact with the customer, and acquiring their approval for recovery decisions;
  • Agree End Market plans including resourcing, scope and timelines.
  • Engage with the identified key partners to ensure that support is maximized for project changes.
  • Maintain tight control on headcount, manpower cost, recruitment and possible redundancies as a result of the Project initiatives.
  • Active involvement in promoting the centralized financial services model within GBS and by our clients in terms of relevant activities, as defined by the GPS Project.
  • Ensuring compliance and maintaining a client service-oriented culture by training and role models, working directly and indirectly with superiors and with clients.



  • Requires 5+ years of customer experience and a customer-centric mindset with a proactive and empathic approach to problem-solving.
  • Functional Finance experience is needed in order to partner with the business and cross-functional business experience would be a plus;
  • Experience in building and delivering customer journeys and supporting the execution of customer experience programs and having knowledge & proven management level experience in development and delivery of end to end customer experience stranger.
  • Experience in leading customer centred activities and strategy (Customer research/problem solving)
  • Experience in SLA management process across geographies.
  • Demonstrated understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers.
  • Strong analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to partners in writing and verbally;
  • Good commercial awareness and of key interfaces as well as of the manner in which the activity registered with the accounting records affects other departments such as Treasury, Banking Operations, sales and distribution, public procurement etc.



At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation. See what is possible for you at BAT.

  • Global Top Employer with 53,000 BAT people across more than 180 markets
  • Brands sold in over 200 markets, made in 44 factories in 42 countries
  • Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
  • Diversity leader in the Financial Times and International Women’s Day Best Practice winner
  • Seal Award winner – one of 50 most sustainable companies


Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals. Come bring your difference!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.


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