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Title:  RRP Loyalty and Advocacy Manager

Job ID:  51461
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


RRP Loyalty and Advocacy Manager


Be part of the pioneer team to support the launch of JTI in the emerging Reduced Risk Products (RRP) category. The purpose of this position is to lead and drive all aspects of customer loyalty and advocacy (retention) and optimize the RRP consumer journey to increase the customer lifetime value (CLV) of our consumers. Develop, implement and manage the RRP Loyalty Program & Platforms - linking brand website, e-commerce & offline retail. The incumbent will ensure that we are able to optimize and maximize acquired data, triggers and segmentations to achieve our retention KPIs and long-term business goals. Collaborations with other teams will be required to recommend the optimal RRP loyalty strategy and deployment (SIBI, RRP, Sales, M&S Digital, RMC Marketing).


What will you do - Responsibilities:


1. Loyalty Program Management: Define, drive and optimize loyalty program strategies to build consumer retention and re-purchase, including; lifecycle engagement, personalized triggers, reviews and campaigns across channels.


2. Loyalty Platform Management: Able to strategically manage, optimize and deploy the different technology stacks and data platforms related to consumer loyalty to ensure a seamless experience across life stages and channels. Manage and maintain the customer database and ensure data integrity and accuracy across all systems, to best support our business needs. 


3. Lifecycle Management (Consumer Lifetime Value): Work closely with the Omnichannel and Consumer Exprience teams to ensure the 360 consumer journey is simple and integrated across channels. Lead the strategies for retention and ensure proper alignment with relevant stakeholders on our long term strategies.


4. Stakeholder & Agency Management: Experience in managing & collaborating with internal and external stakeholders.  Be able to select/source and manage 3rd party agencies and service providers (local or regional) to ensure achievement of loyalty and advoicacy program KPIs and business goals. Key resource in anything loyalty and advocacy and able to proactively educate the wider department in the area of consumer retention and satisfaction.


Who are we looking for - Requirements:

  • 5 to 8+ years of combined proven work experience as a brand / CRM / marketing manager / Loyalty Marketing

  • Bachelor's degree in Marketing or equivalent vocational training in Marketing / Experience Management / CRM / Digital
  • Has working experience with Customer Data Platforms (CDPs)
  • Able to design, build and roll-out a holistic loyalty program strategy including the relevant lifecycle programs to increase retention and deliver on key strategic objectives of JTIP.

  • Has ability to collaborate with internal cross-functional teams to plan and deploy relevant loyalty program communications and activities.

  • Can develop segmentation and targeting strategies based on customer data and business needs to drive retention and expansion of consumer engagement and basket size.

  • Able to plan & conduct A/B testing to fine-tune workflows, segments, activities and messages to improve efficiency and results of our retention programs. 

  • Ability to evaluate micro journeys and map, analyze drop-offs and suggest initiatives to improve user retention and advocacy. 

  • Can identify trends and insights, and optimise performance based on the insights.

  • Able to evaluate and provide recommendations to improve the effectiveness of user retention programs.

  • Has working knowledge of CRM platforms and data management systems

  • Can work in partnership with the global digital BU, local digital teams and IT to define and prioritise technical platform requirements for successful execution of core strategies

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

  • Possesses a performance and analytical mindset (metrics, KPIs and measurement frameworks)

  • Has proven ability to work within a technical environment; possesses a highly technical aptitude

  • 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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