Title:  Trade CX Retention Manager

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Reporting to: Trade CX Oversight Manager

Location: BGC, Taguig

Department: Digital

Application Duration: The advertisement will remain open until the vacancy is filled.

Trade CX Retention Manager

As the Trade CX Retention Manager in the area of Digital, you will: 

• The Trade CX Retention Manager supports the Trade CX Oversight Manager and is responsible for developing and executing strategies to retain key trade partners on the JTIP Negosolve platform. This role is crucial in ensuring long-term engagement and satisfaction of trade partners (wholesalers and retailers) by providing exceptional customer experience and value. The incumbent will focus on fostering strong relationships, maximizing platform usage, driving continuous improvement in retention metrics, and managing the Negosolve loyalty program.

• In addition to management of NegoSolve loyalty program, the incumbent will proactively ensure that the mechanics deliver on set commercial objectives and rewards maintain relevance amongst our key trade partners.

• It is important that the Trade CX Retention Manager works closely with the Trade CX Acqusition Manager since their functional focus overlaps as the trade partner engages with the Negosolve trade engagement platform.  In addition, collaborations with other teams will be required to recommend the optimal Trade CX strategy and deployment (Data & Foresight, RMC & RRP Brands, Field Marketing, and Commercial Business Units).

• Trade Experience Management: Serve as a CEM expert, supporting the Trade CX Strategy & Oversight Manager. Develop and implement trade engagement programs that meet Trade CX retention targets, ensuring long-term engagement and satisfaction of high-potential trade partners (wholesalers and retailers) on the Negosolve platform.

• Digital Trade Engagement Platform Expertise: Collaborate with the Trade CX Oversight Manager and Trade CX Acquisition Manager to become an expert in understanding and deploying the Negosolve platform, with a focus on trade partner retention. Ensure all programs are customer-centric and aligned with strategic goals, providing ongoing value to trade partners.

• Segmentation & Analysis: Actively manage the trade database to maintain the most up-to-date information and develop segmentation models that ensure the highest potential trade partners remain engaged and loyal to the Negosolve platform. Utilize data analytics to monitor retention metrics and develop insights for continuous improvement.

• Loyalty Program Management: Oversee the Negosolve loyalty program, including the development and implementation of program mechanics, reward structures, and loyalty management strategies. Utilize CRM systems to enhance loyalty program performance and ensure trade partner satisfaction.

• Cross-Functional Collaboration: Work closely with the Trade CX Acquisition Manager and the wider Digital Operations team to ensure a seamless trade customer experience as they engage with the Negosolve platform. Additionally, collaborate with other teams to ensure the optimal trade customer experience strategy and deployment, including SIBI, M&S, Field Marketing, and CBUs.

Requirements: 

• Graduate degree of equivalent vocational training in Loyalty Program Management / Marketing / CRM / Digital
• Min. 5 years of combined proven work experience as a brand / CRM / marketing manager / Loyalty Marketing
• Fluent Tagalog and advance in oral and written english

• Functional Skills:

  • Proficient in the strategic development, design, build and roll-out of loyalty programs, including the relevant lifecycle programs to increase retention

  • Able to build segmentation and targeting strategies based on customer data and business needs to drive retention and expansion of trade engagement 

  • Experienced in using A/B testing to fine-tune workflows, segments, activities and messages to improve efficiency and results of retention programs

  • Team player mindset with strong collaborative skills

  • Extensive knowledge of CRM platforms and data management systems and expert knowledge of loyalty platform management

  • Have proven ability to manage complex projects and market requirements

  • Performance and analytical mindset (metrics, KPIs and measurement frameworks) to deliver ongoing evaluation, and analysis, including identification of trends and insights

  • Have proven ability to work within a technical environment

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 TA > 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. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Talent Advisor know during the selection process.