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Title:  Consumer / Customer Care Associate

Job ID:  85516
Country:  Philippines
City:  Taguig
Professional area:  Marketing
Contract type:  Permanent
Professional level:  Experienced

Taguig, 00, PH, 1635


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

We think that the possibilities are limitless when you’re free to choose. We’ve spent the last 20 years innovating and creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries, and how we’ve grown from 40 to 4,000+ employees in the Philippines since 2009.
But our business isn’t just business, our business is our people. Their talent. Their potential. We believe that when they’re free to be themselves, to 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 recognized as INVESTORS IN PEOPLE in the Philippines.

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

Learn more:


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 supporting the team in improving Trade customers’ experience of JTIP, driving satisfaction and fostering engagement & loyalty.


In collaboration with the Consumer & Customer Care Manager, CC Platform Specialist, the incumbent is responsible for all aspects of Consumer / Customer Care, across multiple touchpoints and platforms, managing and developing various initiatives to support Trade customers and ensure their satisfaction and continued commercial relationship with JTIP. 


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:

1. Consumer & Customer Care Initiatives: Under direction of Consumer & Customer Care Manager to support in the development, launch and ongoing management of a range of Consumer/Customer Care initiatives aimed at building effective relationships and commercial objectives, by means of active, two-way engagement across a range of coordinated platforms


2. Consumer & Customer Care Operations: Manage day-to-day operations in collaboration with internal stakeholders and agencies (Brand Marketing, Field Marketing, Sales, Corp Comms & Legal)  to support the Consumer & Customer Experience team. Key SPOC between 3P Contact Center team and JTI Internal team. Ensure all Consumer/Customer-related documentation, FAQs, and Communication across relevant platforms are centralized within the platform.


3. Stakeholder and Project Management: Success in this role will be determined by the ability to manage multiple stakeholders (internal & external) without impact to commited timelines. Ensure that information is cascaded to the working team and that resolution of concerns follow the approved matrix and SLA as defined by the Consumer & Customer Care team.


4. Customer Insights: Working with SIBI, FM and TDL colleagues to support the team in developing an in-depth understanding of the needs, pain points and motivations of JTIP’s Trade customers to ensure the delivery of customer-centric care solutions that most effectively and efficiently meet those needs


5. Measurement & Data analysis: Identifies, tracks, and analyzes key performance and Customer satisfaction metrics (qualitative and quantitative data) to drive continual optimization of the JTIP Customer experience and to achieve overall strategic goals. Works closely with SI/BI in preparing required reports, dashboards to be shared with key stakeholders.


6. Manage various tasks and projects as they arise and upon manager’s request.



Who are we looking for - Requirements:

  • Graduate degree of equivalent vocational training in Marketing / Business / Digital / Media & Communications

  • 2-3 years of combined proven work experience in Marketing / Consumer Experience and Engagement Programs / CRM & Loyalty Programs / Digital / BPO

  • English - Advanced written and oral
    Tagalog - spoken, is an advantage

  • - Knowledge of and experience in working in the field of consumer/ customer care & project management preferably within FMCG, Financial or IT/Mobile industries
    - Knowledge of the Trade landscape in Philippines and a curiosity to find out about the diverse range of JTIP Customers to deliver an effective Customer Care experience
    - Strong empathy and focus on Customer experience and satisfaction
    - Working knowledge of platforms and data management systems
    - 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 are next steps - Recruitment process:


Thank you for your interest in this role. You are welcome to apply. We will make sure that all candidates will receive a reply within 2 weeks after the application
deadline. Should you have any questions, please contact Venus Villanueva ( .


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