Global CX Strategy Lead (Multi-Market)

British American Tobacco; Monterrey; On-site; MXN 700,000 - 1,100,000; Full time

Benefits offered by this job

Market leading annual performance bonu

Health plans and benefits

Work-life balance initiatives

Transportation support

Flexible holiday plan with incentives

Online learning platforms & growth

Job summary

British American Tobacco in Monterrey is seeking a Customer Experience Strategy Executive to shape consumer experience across markets, aligning brand direction with local realities. You will translate strategies into actionable plans across physical and digital touchpoints.

The role requires leading cross-functional teams, driving end-to-end CX initiatives, and delivering measurable consumer and business outcomes while escalating issues early to maintain momentum and quality.

Qualifications

• Extensive experience in Marketing Deployment and Shopper Marketing.
• Proven ability to manage multiple markets and cross-functional teams.
• Strong strategic thinking and decision-making under uncertainty.
• Excellent English and Spanish communication.

Responsibilities

• Develop insight-led, multi-category CX strategies for assigned markets.
• Translate global guidelines and brand strategy into campaign plans and roadmaps.
• Lead cross-functional planning with Brand, End Markets, Digital, Trade, Insights, Legal, Finance, Procurement, agencies and suppliers.
• Challenge old ways of working to transform into CX future ambition and WoW.
• Drive end-to-end initiatives from diagnosis to post-implementation learning, escalating early when needed.

Skills

Marketing deployment

Shopper marketing

Strategic roles

Project leadership

Stakeholder management

English & Spanish communication

Job description

British American Tobacco in Monterrey is seeking a Customer Experience Strategy Executive to shape consumer experience across markets, aligning brand direction with local realities. You will translate strategies into actionable plans across physical and digital touchpoints.

The role requires leading cross-functional teams, driving end-to-end CX initiatives, and delivering measurable consumer and business outcomes while escalating issues early to maintain momentum and quality.