Title:  Consumer Experience Specialist

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

Department: Marketing and Sales

Reporting to:RRP Omnichannel & Consumer Experience Management Manager

What this position is about: 

Be part of the pioneer team to support JTI in the emerging RRP category. The purpose of this position is to support the Omnichannel and Consumer Experience Team in implementing the RRP consumer experience programs to successfully drive consumers along the consumer journey (Acquisition to Loyalty) into the JTI RRP Brands. The incumbent will be responsible for managing the content and key engagement activities for strategic omnichannel touchpoints. Support the consumer experience team to optimize the RRP consumer journey to increase customer lifetime value (CLV), acquired data, and long-term business goals. Collaborations with other teams will be required to recommend the optimal RRP consumer experience strategy and deployment (Strategic Insights, Marketing & Sales, Digital, Other Functions)

What will you do:

1.Consumer Experience Management: Work as a CEM specialist supporting the RRP Omnichannel CEM Manager. Manage and deploy key CEM programs to ensure acquisition & retention of new consumers applying SMART objectives to ensure short & long term objectives.

2. Direct-to-Consumer Engagement Management (1-2-1 Consumer Engagement & ambassadors): Experienced in managing and implementing 1-2-1 consumer engagement roll-out, particularly Ambassadors or Product Specialists, to successfully drive trial & conversion into JTI Brands. This involves training of 1-2-1 resource, deployment and cycle-planning of ambassadors, the development of all consumer-facing engagement material. Strong performance management attitude and collaboration with - able to proactively provide feedback to RRP and collaborative teams.

3. Loyalty Program Management: Drive and optimize loyalty programs to build consumer retention and re-purchase, including: lifecycle engagement, personalized triggers, reviews and campaigns across channels. Ensure a seamless experience across life stages and channels. Maintain JTI consumer database to ensure data integrity and accuracy across all systems.

4. Lifecycle Management (Consumer Lifetime Value): Work closely with the Omnichannel and Consumer Exprience teams to ensure the 360 consumer journey is simple and integrated across channels. Manage key retention programs and ensure proper alignment with relevant stakeholders on our long term strategies.

5. Stakeholder & Agency Management: Experience in managing & collaborating with internal and external stakeholders. Be able to select/source, train and manage 3rd party agencies and service providers (local or regional) to ensure achievement of CEM program KPIs & lead to the RRP business goals. Key resource in anything CEM and able to proactively educate the wider department in the area of Consumer Experience.

Who are we looking for:

• Graduate degree of equivalent vocational training in Marketing / Business / Digital /
• Media & Communications
• Work Experience: 1 to 5 years of combined proven work experience in Marketing / Consumer
• Experience and Engagement Programs / CRM & Loyalty Programs / Digital
• Language Skills: English - Advanced written and oral
• Tagalog - spoken, is an advantage

Functional Skills:
- Experience in managing integrated marketing campaigns, acquisition / retention programs via omnichannel touchpoints with proven results.
- Manage deployment of Direct-To-Consumer (DTC) / 1-2-1 personnel and programs including product training and reporting.
- Plan & conduct A/B testing on programs to fine-tune process/workflows, mechanics and messaging to improve performance and consumer retention.
- Strong experience in creating content, messaging and product position translating them into effective and impactful engagement.
- Experience working on new channels and agile environments.
- Working knowledge of digital apps/ platforms to support acquisition programs - standalone or thru deployed DTC personnel
- Have proven ability to manage complex projects and requirements
- Able to work with multiple agencies to deliver campaigns.
- Performance and analytical mindset (metrics, KPIs and measurement frameworks)
- Have proven ability to work within a fast-paced and highly technical environment
- Experience working with regional and in-market cross-functional teams notably with IT teams to successfully roll-out platforms/programs

Thank you for applying! We will make sure to provide you feedback within the next two weeks.