RRP Retention & Consumer Care Manager

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

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.

RRP Retention & Consumer Care Manager (m/f/d)

The Reduced Risk Product (RRP) Consumer Care Manager designs, owns, and continuously develops the consumer care approach to deliver a consumer-centric, high-quality service experience. Working within corporate and regulatory guidelines, the role governs consumer care across channels, including enhanced support for critical cases, and translates consumer feedback into improvements to the consumer journey, product experience, and service model.

Position:

As the RRP Consumer Care Manager, you will:

• Design, own, and continuously improve the RRP consumer care approach, service principles, standards, and escalation models
• Govern end-to-end consumer care processes across all channels and support consistent, compliant, high-quality handling of requests, complaints, and quality incidents
• Oversee escalations, complex cases, and enhanced support processes for critical consumer situations and high-impact issues
• Identify systemic root causes of consumer issues and coordinate corrective actions with Consumer Journey Management, Product, Brand, Performance, and external partners
• Analyze consumer feedback, complaints, and service data, prepare management and regional reporting, and turn insights into actionable recommendations
• Develop and maintain service scripts, guidelines, training materials, and an up-to-date knowledge base for internal teams and external partners
• Support consumer retention, satisfaction, trust, and long-term engagement through service excellence
• Complete other tasks and projects as they arise and at the manager's request

Requirements:

• University degree in business, marketing, or economics an international university degree is an advantage
• At least five years of experience in consumer care, customer experience, service operations, or consumer-centric roles in a fast-moving consumer goods (FMCG) or consumer goods environment
• Proven experience designing and evolving consumer care or service models, in addition to operational delivery
• Hands-on experience managing complex consumer cases, escalations, complaints, quality incidents, and enhanced support scenarios
• Experience collaborating across Brand, Product, Consumer Journey Management, Performance, and external partner teams
• Demonstrated contribution to consumer retention, satisfaction, and trust through service excellence
• Fluent English and Russian Kazakh is an advantage
• Proficiency in Microsoft Excel and Microsoft PowerPoint
• Strong capability in service process design, documentation, standardization, feedback analysis, insight generation, stakeholder management, communication, and influencing
• Consumer-centric approach with a strong focus on retention and consumer lifetime value

What to expect:

A role with ownership of the RRP consumer care strategy and service model, combining operational governance, complex case management, consumer insight, and cross-functional collaboration. You will help strengthen service quality, consumer trust, retention, and continuous improvement across the consumer lifecycle while working in line with corporate, regulatory, health and safety, and quality management requirements.

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.