Consumer Care Analyst

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 Tobacco Greece has an exciting opportunity for a Consumer Care Analyst in Athens

Your key responsibilities will include:

• Manage the careline agency relationship, ensuring service quality, performance delivery and readiness for product launches and portfolio updates.

• Monitor consumer interactions and escalations, ensuring timely resolution and a best-in-class consumer experience.

• Analyze consumer feedback, complaints and contact trends to see opportunities for improvement and generate actionable insights.

• Develop and deliver training materials to ensure careline teams remain fully equipped to support consumers.

• Own and continuously improve careline-related Salesforce processes, data quality and system performance.

• Comply and implement activities in accordance with the rules of laws and regulations relating to environmental protection, safety at work and fire protection, and internal EHS or Sustainability standards and procedures.

What are we looking for?

• 1-3 years of experience in Marketing, Consumer Experience, CRM or Customer Service environments

• Strong analytical and reporting capabilities

• Experience with Salesforce or similar CRM platforms

• Consumer-centric mindset and problem-solving skills

• Ability to manage multiple stakeholders and external partners across markets

• English language proficiency

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.