RRP RETENTION & CONSUMER CARE MANAGER

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

JTI is seeking a RRP Retention & Consumer Care Manager to design, own, and evolve the consumer care approach across channels, ensuring a consumer-centric service experience that supports retention and long-term engagement. The role governs escalation frameworks and hypercare processes within regulatory guidelines.

Responsibilities include partnering with Brand, Product and CJM teams, improving processes, and delivering insights from service data to drive improvements in the consumer journey and

Qualifications

• University degree in business, marketing or economics.
• 5+ years in consumer care, customer experience, service operations, or consumer-centric roles within FMCG or consumer goods.
• Proven experience designing and evolving consumer care or service models, not only executing them.
• Hands-on experience managing complex consumer cases, escalations, and hypercare scenarios.
• Strong background in consumer complaints management, quality incidents, and service governance.
• Experience working cross-functionally with Brand, Product, Consumer Journey, Performance, and external partners.
• Demonstrated impact on consumer retention, satisfaction, and trust through service excellence.
• English and Russian - fluent, and Kazakh (is a plus).
• Proficient in Excel and PowerPoint.
• Consumer care strategy and service model design.
• Consumer-centric mindset with focus on retention and lifetime value.
• Stakeholder management and cross-functional collaboration.
• Strong communication and influencing skills.

Responsibilities

• Own and continuously improve the RRP Consumer Care strategy across all touchpoints.
• Define and govern service standards, escalation frameworks, and hypercare processes.
• Oversee end-to-end consumer care operations, ensuring high-quality service across channels.
• Manage complex consumer cases and drive cross-functional resolution of critical issues.
• Analyze consumer feedback and service data to identify trends, root causes, and opportunities.
• Partner with CJM, Product, and Brand teams to enhance consumer experience, retention and loyalty.
• Prepare consumer care performance reports and deliver actionable recommendations.
• Develop and maintain service guidelines, knowledge bases, and training materials.

Skills

Consumer care

Service governance

Escalation handling

Cross-functional collaboration

Stakeholder management

Data analysis

Excel

PowerPoint

Communication skills

English language

Russian language

Kazakh language

Education

University degree in business, marketing or economics

Tools

CRM software

Job description

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

Learn more:

RRP RETENTION & CONSUMER CARE MANAGER

This position exists to design, own, and continuously evolve the RRP consumer care approach, ensuring a consumer‑centric, high‑quality service experience that supports retention and long‑term engagement. Within established corporate and regulatory guidelines, the role governs consumer care processes across all channels, including hypercare scenarios, and translates consumer feedback into systemic improvements to the consumer journey, product experience, and service model.

REQUIREMENTS:

• University degree in business, marketing or economics. International university degree will be a plus.
• 5+ years of experience in consumer care, customer experience, service operations, or consumer‑centric roles within FMCG or consumer goods environment.
• Proven experience in designing and evolving consumer care or service models, not only executing them.
• Hands‑on experience managing complex consumer cases, escalations, and hypercare scenarios.
• Strong background in consumer complaints management, quality incidents, and service governance.
• Experience working cross‑functionally with Brand, Product, Consumer Journey, Performance, and external partners.
• Demonstrated impact on consumer retention, satisfaction, and trust through service excellence.
• English and Russian - fluent, and Kazakh (is a plus).
• Proficient in Excel and PowerPoint.
• Consumer care strategy and service model design.
• Consumer‑centric mindset with strong focus on retention and lifetime value.
• Stakeholder management and cross‑functional collaboration.
• Strong communication and influencing skills.

RESPONSIBILITIES:

• Own and continuously improve the RRP Consumer Care strategy, ensuring a consumer-centric approach across all touchpoints.
• Define and govern service standards, escalation frameworks, and hypercare processes.
• Oversee end‑to‑end consumer care operations, ensuring consistent, compliant, and high‑quality service across all channels.
• Manage complex consumer cases and drive cross‑functional resolution of critical issues.
• Analyze consumer feedback and service data to identify trends, root causes, and improvement opportunities.
• Partner with CJM, Product, and Brand teams to enhance consumer experience, retention, and loyalty.
• Prepare consumer care performance reports and provide actionable recommendations for business improvement.
• Develop and maintain service guidelines, knowledge bases, and training materials to strengthen operational capabilities.

At JTI, we strive to create a diverse and inclusive work environment. As an equal‑opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.