RRP Retention and Consumer Care Manager, Azerbaijan

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RRP Retention and Consumer Care Manager, Azerbaijan

Are you passionate about driving consumer engagement, optimizing retention strategies, and enhancing customer care operations? Join our Digital Marketing team as an RRP Retention & Consumer Care Manager, where you will play a key role for Retention strategy deployment, providing strategic oversight for the RRP Adoption Program, and ensuring seamless alignment between retention initiatives and consumer care pathways to maximize consumer lifetime value and program success.

Key Responsibilities:
 

• Develop comprehensive retention strategies, including loyalty programs, CRM, lifecycle communications, and MGM.
• Lead the RRP Adoption Program, ensuring alignment across touchpoints and driving engagement.
• Define, track, and analyze key performance indicators (KPIs) for retention and adoption programs.
• Ensure efficient handling of inquiries and complaints, maintaining global/local standards and SLAs.
• Monitor service quality and compliance, reporting on key Consumer Care KPIs (CSAT, FCR, response times).
• Optimize retention program mechanics and consumer care workflows for efficiency and improved user experience.
• Manage escalations and implement corrective actions based on complaint analysis and feedback.
• Generate integrated reports and actionable insights from performance data to inform strategic decisions.
• Develop and oversee the operational budget for Retention and Consumer Care direction.
• Ensure efficient resource allocation across retention and consumer care operations.
• Manage contracts and financial documentation related to vendors in scope.
   

Qualifications & Requirements:
 

• Bachelor’s or master’s degree (preferably in Marketing, Business Administration, Economics);
• Minimum 5+ years of relevant experience in Consumer Retention, Loyalty Programs, CRM, or Customer Lifecycle Management, preferably within FMCG, Consumer Electronics, or Digital/E-commerce sectors;
• Experience with Digital Marketing channels and platforms (Email Marketing, Marketing Automation, CRM systems, Analytics tools);
• Understanding Consumer Care strategy and processes is a strong asset;
• JTI experience (is desirable);
• Fluent English, Azeri, Russian (desirable);
• Strong leadership, strategic thinking & project management skills;
• Experience in managing teams;
• Ability to analyze data, generate reports, and translate insights into strategic actions.

Why Join Us?
 

• Opportunity to shape retention and consumer care strategies in a dynamic environment
• Work alongside a collaborative and innovative team
• You are joining Globally Well Known Top Employer

If you're ready to make an impact and lead retention and consumer direction, apply now, pass successfully the intensive recruiting process and be part of JTI Azerbaijan Marketing team!

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.