Senior Manager Consumer Experience

At Swedish Match we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. Swedish Match is an affiliate of PMI and have been a leader in the industry for more than 200 years.

In the Nordic region, we are 1,800 employees based in Sweden, Denmark, Finland and Norway working in various functions and teams and together we are collaborating to deliver a smoke-free Nordics.

Role Summary

As Senior Manager of Consumer Experience, you will play a key role in shaping and driving the market’s multi-category direction and translating it into impactful initiatives and consumer programs across nicotine categories in Sweden. You will bring together category and commercial priorities into clear, integrated plans, working closely with Category teams, Commercial teams, and Channel owners to strengthen business performance and deliver a cohesive omnichannel consumer experience.

You will be responsible for turning strategic priorities into actionable plans and ensuring strong coordination across functions to enable effective execution. The role involves close collaboration across the organisation, connecting category priorities with commercial opportunities and channel execution to deliver a focused and impactful market approach.
You will also lead the planning and delivery of omnichannel consumer programs from concept through to implementation within a project-based environment. In addition, you will drive local initiatives, particularly within the oral category, where solutions may be partly or fully market-specific.

As a senior leader, you will contribute to and drive the commercial governance agenda, working closely with Strategy & Portfolio Development and PMO to ensure alignment, clarity, and successful execution.

Key Responsibilities

• Own and guide the market’s multi-category roadmap, setting priorities aligned with business objectives, category strategies, and commercial opportunities


• Partner with Category teams, Commercial teams, and Channel owners to shape and execute the multi-category agenda


• Lead the development and delivery of consumer programs and omnichannel initiatives, from concept through to follow-up


• Drive prioritisation and governance of initiatives, ensuring clear ownership and effective use of resources


• Oversee execution of multi-category commercial programs, balancing impact, efficiency, and business needs


• Ensure initiatives are effectively activated in-market and continuously improved based on performance and insights


• Strengthen cross-functional ways of working to enable efficient and aligned delivery


• Contribute to a consumer-focused, collaborative, and high-performing team environment

Qualifications & Experience

• Degree in Business, Marketing, Economics, or a related field


• 10+ years of experience within consumer experience, commercial, or marketing roles (FMCG or retail preferred)


• Experience working with consumer insights and data to inform and drive business outcomes


• Understanding of consumer experience management (e.g. customer journeys, NPS, omnichannel engagement)


• Strong analytical mindset and ability to translate insights into clear, meaningful recommendations


• Experience leading cross-functional projects or programs, ideally within agile environments


• Familiarity with route-to-market strategies and omnichannel execution (digital, retail, customer care)


• Experience in leadership, coaching, or developing others

What Success Looks Like

You bring together curiosity, insight, and business understanding to turn consumer feedback and data into meaningful actions that improve the overall experience. You combine strategic thinking with a strong sense of priorities and execution, enabling you to navigate complex initiatives with clarity and impact. You collaborate naturally across teams, contribute to an inclusive and supportive environment, and help ensure a high standard of delivery across retail, customer care, and sales.

Please note that relocation support is available for this role.

What we offer

Our success depends on the dedicated people who come to work every single day with a sense of purpose and an appetite for progress. Join Swedish Match and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.


• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.


• Enjoy flexibility of hybrid way of working - split your time between working from our office or the comfort of your home, where it works best for you in line with business needs.


• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.


• Take pride in delivering our promise to society: to deliver a smoke-free future.

#SWMA