BAT is evolving at pace into a global multi-category business. Our purpose is to create A Better Tomorrow™ by Building a Smokeless World.
To achieve our ambition, we are looking for colleagues who are ready to join us on this journey! Tomorrow can’t wait, let’s shape it together!
British American Tobaccohas an exciting opportunity for a Customer Experience Strategy Executive in Monterrey.
Own the development of consumer experience strategies for assigned LANCAR markets, translating category and brand direction into coherent, distinctive and locally relevant execution across physical and digital touchpoints. Enable stronger consumer and business outcomes by connecting brand ambition, consumer insight, channel roles and market realities into clear strategic choices, activation plans and scalable experience solutions. Lead cross-functional teams through influence to move initiatives from strategy to execution with clarity, pace and accountability.
Your key responsibilities will include:
- Develop insight-led, multi-category CX strategies for assigned markets, defining priority consumers, journey opportunities, channel and touchpoint roles, experience principles, strategic choices and measures of success.
- Translate global guidelines, brand strategy, CX area office strategy and EM realities into strategic & actionable campaign and experience plans, briefs, toolkits and roadmaps across offline touchpoints, adapting global direction to each market’s commercial, channel and regulatory reality.
- Lead cross-functional planning with Brand, End Markets, Digital, Trade, Insights, Legal, Finance, Procurement, agencies and suppliers; create clarity on decisions, milestones, dependencies and ownership while influencing teams that do not report directly to the role.
- Challenge old ways of working constructively to transform into CX future ambition and new WoW, by using consumer, commercial and execution evidence to identify gaps, build recommendations and balance strategic depth with business pace.
- Drive initiatives end to end, from diagnosis and strategic framing through development, approval, execution support and post-implementation learning; anticipate risks, escalate early and maintain accountability and quality across strategic and business-as-usual priorities.
What are we looking for?
- Demonstrated experience in Marketing Deployment, Shopper/Trade Marketing, Strategic roles, Consulting or a related discipline.
- Experience leading complex projects or workstreams across multiple stakeholders, markets or business units.
- Experience leading people, project teams, agencies or cross-functional teams.
- Proven ability to manage competing priorities, make decisions with incomplete information and deliver with ownership and collaboration mindset.
- Strong strategic thinking and business judgment: frames ambiguous problems, identifies choices and trade-offs, and converts analysis into a clear point of view and roadmap.
- Strong consumer and business acumen, with the ability to connect consumer needs, category priorities, channel roles and market realities to business outcomes.
- Good stakeholder management: listens actively, adapts communication, negotiates trade-offs and challenges constructively while maintaining trust and engagement.
- Advanced communication, storytelling and presentation skills in English and Spanish, with the ability to simplify complexity and enable senior-level decisions
What we offer you?
- We offer a market leading annual performance bonus (subject to eligibility)
- Our range of benefits varies by country and includes diverse health plans, initiatives for work-life balance, transportation support, and a flexible holiday plan with additional incentives
- Your journey with us isn't limited by boundaries; it's propelled by your aspirations. Join us at BAT and become a part of an environment that thrives on internal advancement, where your career progression isn't just a statement – it's a reality we're eager to build together. Seize the opportunity and own your development; your next chapter starts here.
- You'll have access to online learning platforms and personalized growth programs to nurture your leadership skills
- We prioritise continuous improvement within a transformative environment, preparing for ongoing changes
WHY JOIN BAT?
We’re one of the few companies named as a Global Top Employer by the Top Employers Institute – certified in offering excellent employee conditions.
Collaboration, inclusion and partnership underpin everything we do here at BAT. We are looking forward to enabling every individual to thrive, regardless of gender, sexual orientation, marital or civil partnership status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability, age, skills, experience, education, socio-economic and professional background, veteran status, perspectives and thinking styles. We know that embracing talent from all backgrounds is what makes us stronger and best prepared to meet our business goals.
We see the career breaks as opportunities not obstacles. Through The Global Returners program, we support professionals looking to restart their careers after an extended absence from the workforce (e.g. time out caring for family, parental leave, national service, sabbatical and/or starting an own venture).
Come bring your difference and see what is possible for you at BAT. Learn more about our culture and our award-winning employee experience here.
If you require any reasonable adjustments or accommodations to help you perform at your best during the recruitment process, you are encouraged to notify us. We are fully committed to support you by making appropriate arrangements for you to demonstrate your full potential.
