Consumer Care and Telesales Manager

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

Reporting to: Serge Arnold Rodriguez, Contact Care Oversight Manager

Duty Post: HQ BGC Taguig City, Regularly travelling to Cebu

Application Duration: This job posting will remain open until the vacancy is filled.

TA POC: Princess Sophia Guzman, Talent Attraction Expert 

Consumer Care and Telesales Manager

You are responsible for the day-to-day operations of the Consumer Care team, ensuring world-class service delivery aligned with the company’s Consumer First strategy. The role oversees vendor management, quality assurance, and process improvements that enhance the customer experience across all communication channels. Acting as the voice of the consumer, this position collaborates cross-functionally to ensure insights and feedback drive business excellence and operational efficiency.

As the Consumer Care and Telesales Manager, you will:

• Lead Contact Care operations to ensure efficient handling of consumer and customer interactions across all touchpoints, maintaining high service quality and compliance standards.
• Oversee complaints management processes, ensuring timely resolution, root cause analysis, and preventive action to enhance consumer satisfaction.
• Act as the Voice of the Consumer, consolidating feedback and working closely with key stakeholders to identify opportunities for process and service improvement.
• Manage external vendors and service partners, ensuring adherence to service-level agreements (SLAs), quality metrics, and performance expectations.
• Develop and implement contact center KPIs, regularly reviewing performance and driving continuous improvement initiatives.
• Collaborate cross-functionally with Marketing, Sales, and Trade teams to ensure consistent consumer engagement strategies and alignment with brand objectives.
• Lead Quality Assurance (QA) initiatives, acting as the main point of contact for QA-related matters and implementing programs that strengthen service standards.
• Champion digital transformation by adopting new tools, systems, and processes that improve the customer journey and operational efficiency.
• Provide coaching and leadership to Contact Care Specialists to enhance capability, engagement, and accountability within the team.
• Prepare and present performance reports, identifying trends, insights, and strategic recommendations for senior management.

Requirements:

• University degree, preferably in Marketing, Business, or a related field.
• 4–5 years of combined proven experience in Contact Center Operations, Customer Experience, or Service Management, preferably in an FMCG or BPO setting.
• Strong background in vendor management, complaints handling, and quality assurance processes.
• Excellent communication skills in English (advanced written and oral) and Tagalog.
• Knowledge of contact center systems, CRM tools, and reporting platforms.
• Demonstrated ability to analyze performance metrics and translate data into actionable insights.
• Skilled in stakeholder management and cross-functional collaboration.
• Strong leadership skills with a focus on team motivation, performance, and development.
• Agile and proactive, with a continuous improvement mindset.
• Organized, results-oriented, and capable of managing multiple priorities simultaneously.

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.