Consumer Journey Retention Manager

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Learn more: jti.com

The application deadline is 3.04.2026. We encourage you to apply before this date.

Consumer Journey Retention Manager

Position Purpose:

The Retention Manager leads the strategy, design, and continuous optimization of both digital and offline retention-based initiatives. This role leverages on journey design principles, data-driven insights and customer-centric logic to maximize consumer loyalty and lifetime value. Using an omnichannel approach, the Retention Manager ensures journeys are seamless, measurable, and consistently aligned with business priorities. The role collaborates closely with Marketing, Sales, Digital, IT, to maintain full-funnel coherence and sustain high-quality consumer experience in the Live and Advocate consumer journey stages.

Responsibilities:

As the CJ Retention Manager, you will:

• Analyze retention journeys with business and data analysts to identify pain points and churn risks.
• Prioritize key retention initiatives based on data-driven insights and business objectives.
• Present and validate retention improvement cases with senior leadership.
• Design retention and loyalty offline and online journeys together with channel owners using journey mapping tools, customer feedback, and data-driven insights.
• Coordinate with local and global relevant stakeholders to embed necessary journey optimizations.
• Manage cross-functional collaboration to enable improvements and ensure seamless cross funnel flows.
• Track key journey KPIs and measure the impact of new initiatives on retention performance.
• Promote feedback mechanisms and proactive outreach with regular journey-related alignments to early address new customers’ needs.
• Collaborate with CX KPIs Manager for data and insights sharing and with Awareness & Acquisition Manager to manage interdependence.

Requirements

• University degree in marketing or similar
• Expertise in journey mapping, design thinking, funnel analysis, and conversion optimization across retention and loyalty programs
• Understanding of digital & CRM platforms, IT systems, and personalization/orchestration tools as well as proficiency with analytics platforms and ability to convert data & insight into actionable improvements
• Deep understanding of consumer retention & loyalty behaviors
• Experience managing multi-channel programs in agile, cross-functional environments.
• Strong communication, collaboration, problem‑solving, and storytelling abilities.
• Fluent English, both written and spoken

What to expect

• an equal opportunity environment
• a variety of challenging projects to develop skills
• the freedom to express yourself
• hard work but in a flexible and fun working environment
• modern working space in the center of Milan & smart working opportunities

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.