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Title:  CRM Platform Specialist

Job ID:  85517
Country:  Philippines
City:  Taguig
Professional area:  Reduced Risk Product
Contract type:  Permanent
Professional level:  Experienced
Location: 

Taguig, 00, PH, 0000

 

 

We’re JTI, Japan Tobacco International and we believe in freedom.

 

We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries. But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel, and develop, amazing things can happen for our business. 


That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six 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)

 

WHAT THIS POSITION IS ABOUT - PURPOSE

The position exists as part of the Consumer & Customer Experience team. Reporting into the Consumer & Customer Care Manager, the incumbent is responsible for the development and management of consumer & customer care platforms and engagement vehicles.

 

This is a new role that has been developed with the aim of consolidating a range of different existing consumer & customer care touchpoints to ensure an effective, engaging and seamless user experience in the management of consumer & customer complaints and problems.

Having analysed and consolidated existing platforms, the incumbent is responsible for the development, launch and ongoing management of simpler, more co-ordinated consumer & customer care platform solutions.

 

Collaborations with various internal and external teams will be required to be successful (Marketing & Sales, Legal, Corporate Affairs, Finance, and IT).

 

WHAT WILL YOU DO - RESPONSIBILITIES

  • Consumer & Customer Care Analysis & Consolidation: Under the direction of the Consumer & Customer Care Manager to undertake a thorough review and analysis of existing consumer & customer care platforms and to use the results of that analysis to make recommendations for the development of consolidated and coordinated engagement platforms
  • Consumer & Customer Care Platform Development: Under the direction of the Consumer & Customer Care Manager to work cross-functionally with colleagues in the development of consolidated and coordinated engagement platforms in line with the departmentally agreed plan
  • Consumer & Customer Care Platform Management: To ensure the effective ongoing management of consumer & customer care engagement systems across multiple platforms to guarantee an effective, engaging and seamless use experience in the management of consumer & customer complaints and problems.
  • Measurement & Data analysis: Identifies, tracks, and analyzes key performance and satisfaction metrics (qualitative and quantitative data) to drive continual optimization of the JTIP consumer & customer experience and to achieve overall strategic goals. Works closely with SI/BI in preparing required reports, dashboards to be shared with key stakeholders.
  • Manage various tasks and projects as they arise and upon manager’s request.

 

WHO ARE WE LOOKING FOR - REQUIREMENTS:

  • Graduate degree in Computer Science/Programming, Marketing, or Digital
  • 3+ years of project management experience specifically towards digital products and platforms, or as a Web or IT Project Manager, Digital Strategist, Digital Marketing Manager, and/or E-Commerce Specialist
  • English - Advanced written and oral

           Tagalog - spoken, is an advantage

  • Knowledge of and experience in working in the field of consumer/ customer care, preferably within FMCG, Financial or IT/Mobile industries
  • Knowledge of and experience in developing consumer & customer care platforms and data management systems
  • Proven ability to manage complex projects with a performance and analytical mindset (metrics, KPIs and measurement frameworks)
  • Have proven ability to work within a technical environment
  • Organized and able to work effectively with multiple stakeholders in cross-functional teams
  • Self-motivated and a team-player
  • Good interpersonal, communication and presentation skills
  • Able to work well in a fast-paced, consensus-driven, diverse environment

 

WHAT’S IN IT FOR YOU?

  • Work in JTI Philippines Headquarters Taguig
  • Be covered with medical insurance and HMO upon hiring, with HMO dependent coverage and medicine allowance
  • Receive bonuses and cash allowances such as meal and transport allowance
  • Have access to over 200 company training
  • Well-being programs for employees
  • Opportunities for your career growth
  • Recreational facilities in the office - Videoke, billiard and table tennis
  • Be part of a truly international and diverse company with over 40,000 employees in 130 countries.
  • Experience the culture of an Investors in People certified company
  • Find out why 9 out of 10 employees recommend us to a friend.
  • Understand why 9 out of 10 employees say they feel free to be themselves.

 

WHAT ARE THE NEXT STEPS - THE RECRUITMENT PROCESS:

  • Thank you very much for your interest in the role. You are welcome to apply.
  • We will make sure every candidate will receive a reply within 2 weeks after the application deadline.
  • Should you have any questions, you are welcome to contact Venus Villanueva (venusmargarette.villanueva@jti.com).

 


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