Reynolds American Inc. (RAI) Senior Manager Consumer Marketing - Call Center in Winston-Salem, North Carolina

Senior Manager Consumer Marketing - Call Center

Date:Jul 9, 2018

Location:Winston-Salem, NC, US


Reynolds American Incorporated is positively transforming the tobacco industry. We’re a family of companies that strives for success in everything we do. The future inspires us because our people are igniting the breakthroughs that are redefining the ways adult tobacco consumers enjoy tobacco in the 21st century.

When other companies talk about growth, they only talk about size. At RAI, we focus on the growth of our people. We take pride in each other’s growth and well-being throughout our careers. We invest in your career and total well-being because we know our companies succeed when our people thrive.

At the RAI companies you’ll have the opportunity to work on iconic brands and revolutionary products by collaborating with visionary, principled and passionate people every day.

This position is with RJ Reynolds Tobacco Company—the second-largest U.S. tobacco company. The company's brands include Newport, Camel and Pall Mall.

We are looking for a dynamic, creative and passionate individual to join the Consumer Marketing Services team. This is an exciting opportunity to change the landscape and lead the transformation of the tobacco industry. This position will work with a group of dedicated and talented professionals, supported with the best in class industry resources and tools, to help analyze, develop and evaluate innovative digital CRM programs and strategies supporting iconic tobacco brands (Newport, Camel, Pall Mall, and Grizzly), the emerging vapor category (Vuse), and the new world of innovative products in the fast-paced and highly competitive U.S. tobacco category.

The Consumer Relations Senior Manager will primarily be responsible for management of the third party contact center, control of the consumer relations internal team and product quality regulatory compliance. This role will require the ability to apply judgment to assess and resolve sensitive issues as well as have the ability to react appropriately in a challenging and changing environment. The Consumer Relations Senior Manager will support the development of an Adult Tobacco Consumer (ATC) insight driven culture, utilizing CRM data, ATC trends, and best practices to make more effective strategies across all channels of direct to consumer marketing as well influence innovative ATC strategies across the organization. They will work collaboratively with other vital functions, including Brand Management, Information Management, Regulatory & Compliance, Product Integrity Legal, Public Affairs and Finance.

Principal Duties and Responsibilities

  • Lead and manage a team of planners in providing insights and recommendations in planning activities in addition to overseeing training and compliance with third party contact center

  • Train and mentor team of planners in order to elevate team performance

  • Coordinates with business partners on the operational launch of new business opportunities, products and services

  • Develop, manage and monitor scopes of works for business initiatives

  • Ensures compliance with RJRT legal, corporate, industry guidelines and marketing standards

  • Provides daily management, communication, training, and coaching

  • Translates the broader company vision into their areas objectives, strategies and action plans

  • Helps champion innovation and change while embedding a culture of continuous productivity improvement throughout their team

  • Analyze performance report and create presentations and other deliverables to provide results, recommendations, and advice to brand teams and other business partners in a clear, concise manner

  • Promotes strong teamwork and collaboration with cross-functional teams

  • Manage day-to-day Contact Center oversight

  • Develop and actively manage planning budget

  • Heightened sensitivity to deadlines and the ability to manage competing priorities to accomplish a variety of goals

  • Ability to apply judgment to assess and resolve sensitive issues as well as have the ability to react appropriately in a challenging and changing environment

  • Facilitating and managing proprietary product-related information for RAI tobacco-manufacturing operating companies

  • Proactively evaluate new capabilities for the department

  • Oversee third-party support relationships, strategies, reporting and analysis of performance to lead a culture of continuous learning & improvement

  • Serve as liaison with internal and external legal team to provide guidance and suggested responses to consumer requests, questions, and sensitive issues

Leadership and Supporting Competencies:

  • Promotes strong capacity to elevate individual and team performance to build a motivated and productive workforce

  • Demonstrate strong analytic and problem-solving skills; demonstrated experience synthesizing disparate learnings

  • Strong skills in quantitative and qualitative market research design, execution, analysis, and reporting

  • Demonstrated budgeting, resource and vendor management skills

  • Ability to manage multiple projects simultaneously; work with a high degree of independence

  • Business acumen and understanding of consumer marketing and operational planning

  • Strategic thinking and ability to translate data into crucial business implications

  • Capacity for discerning and applying appropriate sensory protocols to address objectives (descriptive, discrimination, acceptance, etc.)

  • Demonstrated ability to influence, persuade others to new/different perspective; negotiate and resolve conflict

  • Excellent communication skills (written and oral), advanced presentation skills

  • Ability to work with a broad range of disciplines and cross-functionally, collaborate

Key Experiences:

  • A minimum of 5 years plus related work experience in Consumer Marketing

  • Proven ability to manage and meet deliverables

  • Proven ability to lead, coach and develop individuals in motivating and productive manner

  • Strong communications and project management skills


  • Bachelor’s Degree Required

Compensation/Targeted Bonus

  • Competitive Annual Salary

  • Targeted Annual Bonus

  • Relocation assistance available for those who qualify.

Benefit Summary

Our company offers very competitive compensation and benefit plans, including:

  • 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation. Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent

  • Comprehensive health- and welfare-benefits package

  • Eleven paid company holidays annually, plus a generous paid vacation plan based on length of service

  • Company-paid sick and personal days, funeral leave and jury duty leave

  • Confidential personal financial counseling service

  • On-site health clinics and fitness centers

  • A matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice

  • Health-care advocacy service

  • Volunteer service opportunities

  • Federal credit union membership through Allegacy Federal Credit Union

  • Extensive training opportunities


Reynolds American Inc. is an indirect, wholly owned subsidiary of British American Tobacco p.l.c., and the U.S. parent company of R. J. Reynolds Tobacco Company; Santa Fe Natural Tobacco Company, Inc.; American Snuff Company, LLC; Niconovum USA, Inc.; Niconovum AB; R. J. Reynolds Vapor Company; Lorillard Licensing Company, LLC; and Reynolds Brands, Inc..

Reynolds American Inc. and its affiliated companies is an Equal Opportunity / Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Our organization offers a level of challenge, responsibility and creativity for motivated employees that stands apart from the crowd.

We are also committed to employing a diverse workforce and valuing different perspectives, experiences and talents to maximize the company's potential for successfully achieving its business objectives.

Onlyapplicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly.



Nearest Major Market:Winston-Salem