RRP Consumer Care & Retention Lead

JT International (Philippines), Inc.; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

JT International (Philippines), Inc. is seeking an experienced RRP Retention & Consumer Care Manager to design, own, and evolve the consumer care approach.

You will govern consumer care across channels, ensure compliant, high-quality handling of requests, complaints, and incidents, and drive improvements across the consumer journey. You will lead cross-functional collaboration with Brand, Product, and external partners, and contribute to stronger consumer retention, satisfaction, and trust

Qualifications

• University degree in business, marketing, or economics; international degree is an advantage.
• At least five years in consumer care, customer experience, or service operations in FMCG/consumer goods.
• Experience designing or evolving consumer care or service models and operational delivery.
• Experience handling complex consumer cases, escalations, complaints, and quality incidents.
• Collaborates with Brand, Product, Consumer Journey Management, and external partners.
• Contributes to consumer retention, satisfaction, and trust through service excellence.
• Fluent English; Russian and Kazakh are an advantage.
• Proficient in Excel and PowerPoint.
• Strong service design, documentation, and stakeholder management skills.

Responsibilities

• Design and continuously improve the RRP consumer care approach, service principles, standards, and escalation models.
• Govern end-to-end consumer care across channels with compliant, high-quality handling.
• Oversee escalations, complex cases, and enhanced support for critical situations.
• Identify root causes and coordinate corrective actions with cross-functional teams.
• Analyze feedback and service data; provide management and regional reporting.
• Develop and maintain service scripts, guidelines, and knowledge base for teams and partners.
• Support retention, satisfaction, trust, and long-term engagement through service excellence.
• Complete other tasks as required by the manager.

Skills

English

Russian

Kazakh

Education

University degree in business/marketing/economics

Tools

Excel

PowerPoint

Job description

JT International (Philippines), Inc. is seeking an experienced RRP Retention & Consumer Care Manager to design, own, and evolve the consumer care approach.

You will govern consumer care across channels, ensure compliant, high-quality handling of requests, complaints, and incidents, and drive improvements across the consumer journey. You will lead cross-functional collaboration with Brand, Product, and external partners, and contribute to stronger consumer retention, satisfaction, and trust