CX Strategy Lead – Central Europe (Hybrid)

The British American Tobacco Group; Warszawa; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Market leading bonus

Diverse health plans

Flexible holiday plan

Learning platforms

Job summary

British American Tobacco Polska Trading sp. z o.o. in Warsaw seeks a proactive Area CX Strategy Executive to coordinate the Consumer Experience (CX) agenda across Central Europe.

You will lead capability tracking, journey mapping, and data-driven optimization to improve omnichannel experiences and business impact. Responsibilities include scaling best practices, driving CX innovations, and managing digital budget performance while collaborating with cross-market stakeholders and ensuring strong

Qualifications

• 3+ years of experience in marketing-related roles within a matrixed international environment.
• Project and program management across complex multi-market initiatives.
• Strong analytical attitude with experience in consumer experience capability tracking, performance measurement, and translating data into actionable recommendations.
• Ability to collaborate optimally with cross-functional and cross-market stakeholders.
• Advanced proficiency in Excel and PowerPoint.
• Strong proficiency in English and another Central Europe language.
• University degree or equivalent experience within Business, Marketing or similar.

Responsibilities

• Lead CX Capabilities Tracking and deep dives across Central Europe, identifying opportunities, crafting improvement plans, and orchestrating cross-functional initiatives to improve consumer experience and business impact.
• Drive consumer journey mapping and optimization across Central Europe, identifying gaps and opportunities, coordinating improvement initiatives, and ensuring flawless omnichannel experiences across owned, partner, third-party, and trade touchpoints.
• Enable a data-driven CX Improvement Loop by aligning stakeholders, transforming insights into action, and ensuring continuous performance measurement and optimization.
• Drive Best Practice Scaling across Central Europe, assembling and replicating successful market initiatives, strengthening the CE CX Playbook, and driving greater consistency across markets.
• Drive Innovation and Omnichannel Enablement across Central Europe, identifying new CX technologies and opportunities, improving experience consistency across touchpoints, and scaling successful pilots across markets.
• Lead Digital Budget & Profitability Management across Central Europe, supervising budget performance, identifying efficiency and growth opportunities, and enabling data-driven decisions.

Skills

Marketing experience

Project management

Analytical mindset

Cross-functional collaboration

Excel

PowerPoint

English & CE language

Education

University degree in Business/Marketing or similar

Job description

British American Tobacco Polska Trading sp. z o.o. in Warsaw seeks a proactive Area CX Strategy Executive to coordinate the Consumer Experience (CX) agenda across Central Europe.

You will lead capability tracking, journey mapping, and data-driven optimization to improve omnichannel experiences and business impact. Responsibilities include scaling best practices, driving CX innovations, and managing digital budget performance while collaborating with cross-market stakeholders and ensuring strong