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Title:  Consumer Experience Manager

Job ID:  51448
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: jti.com


Consumer Experience Manager


The purpose of this position is to support the Omnichannel and Consumer Experience Team in strategizing and implementing the Reduced Risk Products (RRP) consumer experience program roll-out to successfully drive trial & conversion into JTI RRP Brands. Be part of the pioneer team to support the launch of JTI in the emerging RRP category. The incumbent will be responsible for mapping the RRP consumer journey and defining the RRP brands strategic responses along the different stages of the journey. Collaborations with other teams will be required to recommend the optimal RRP consumer experience strategy and deployment (SIBI, RRP, Sales, M&S Digital, RMC Marketing).


What will you do?


1. Consumer Experience Management: Work as a CEM specialist supporting the RRP Omnichannel & CEM Manager.  Define and translate brand requirements into CEM programs. Ensure all programs are centered on the consumerand in line with overall brand direction, applying SMART objectives to ensure short & long term objectives.


2. Direct-to-Consumer Management (1-2-1 Consumer Engagement & ambassadors): Experienced in managing and implementing 1-2-1 consumer engagement roll-out, particularly Ambassadors or Product Specialists, to successfully drive trial & conversion into JTI RRP Brands. This involves training of 1-2-1 resource, deployment and cycle-planning of ambassadors, the development of all consumer-facing engagement material.  Strong performance management attitude and collaboration with - able to proactively provide feedback to RRP and collaborative teams (Strategic Insights and Business Intelligence, Sales, RMC marketing).


3. Stakeholder & Agency Management: Experience in managing & collaborating with internal and external stakeholders.  Be able to select/source, train and manage 3rd party agencies and service providers (local or regional) to ensure achievement of CEM program KPIs & lead to the RRP business goals. Key resource in anything CEM and able to proactively educate the wider department in the area of Consumer Experience.


Who are we looking for?

  • You have 5 to 8+ years of combined proven work experience as a brand / consumer experience / CRM / marketing manager

  • At least 2 years of direct experience in marketing campaigns directed to consumers 

  • Bachelor's degree in Marketing or equivalent vocational training in Marketing / Experience Management / CRM / Digital

  • Experience in defining and building Consumer Journeys linking online & offline and bridging channels with optimized messaging.

  • Ability to plan and manage Direct-To-Consumer / 1-2-1 program & manpower training, deployment and reporting.

  • Experience in managing multi-channel campaigns (either standalone or as part of an overaching ATL campaign).

  • Strong experience in creating messaging and product position and translating them into effective and impactful engagement

  • Working knowledge of platforms and data management systems

  • Has a proven ability to manage complex projects and market requirements

  • Performance and analytical mindset (metrics, KPIs and measurement frameworks)

  • Has a proven ability to work within a technical environment and can adapt to using various technologies as a tool

  • Has a passion for innovation

  • Has the ability to provide good insights from analysis (business intelligence and foresight) and able to consolidate data in  a way that is actionable


What's in it for you?


  • Be covered with medical insurance upon hiring, with dependent coverage and medicine allowance
  • Receive cash allowances such as meal and transport allowance
  • Flexible working arrangements
  • Have access to over 200 company training
  • 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.


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