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Reporting to: Digital Operations Director

Duty Post: BGC, Taguig

Application Duration: This job posting will remain open until the vacancy is filled.

CRM Data and Platform Manager

The CRM Data and Platform Manager plays a crucial role in driving the strategic direction of JTI's CRM efforts. The position exists to lead a team of associates and specialists in identifying opportunities to enhance customer acquisition, retention, and loyalty through innovative, compliant channels. Operating within the constraints of strict legal regulations and rising communication costs, the role focuses on developing scalable best practices and fostering a culture of continuous improvement and cross-functional collaboration. The manager oversees data-driven campaign optimization, audience segmentation, and ensures alignment across brands, driving consistent, measurable results that contribute to the company's long-term business goals.

Responsibilities:

CRM Strategy and Vision

Lead the CRM team in identifying opportunities to enhance customer acquisition, retention, and loyalty through compliant alternative channels, while addressing rising SMS costs. Develop scalable best practices that can be replicated across markets, fostering a culture of innovation in campaign strategies. Promote continuous learning and improvement within the team, ensuring that CRM principles are embedded across all company programs, whether online or offline.

CRM Operations Oversight

Oversee the coordination of cross-brand CRM strategies, ensuring that team members execute campaigns efficiently within legal parameters. Foster innovation and creative approaches to consumer engagement despite regulatory constraints, exploring new ways to leverage external platforms and offline channels.

Consumer and Customer Audience Management

Effectively manage consumer data, ensuring full compliance with legal regulations while optimizing segmentation for personalized engagement. Oversee segmentation strategies to ensure precise and performance-driven targeting across all channels, considering both consumer and retailer data.

Cross-Functional Leadership & Strategic Alignment

Lead cross-functional efforts to leverage CRM in strengthening and optimizing existing programs across the organization. Collaborate with teams such as Brand, D&F, and DX to drive strategic alignment, ensuring CRM initiatives, particularly in audience segmentation and analysis, are integrated effectively and consistently. Maximize each team's strengths and capabilities to enhance overall business performance.

Campaign Analytics and Optimization

Oversee the performance of CRM campaigns across brands, ensuring they are continually optimized and aligned with overarching business objectives Leverage data-driven insights to refine targeting, engagement strategies, and content delivery, enhancing campaign effectiveness. Focus on delivering measurable results that contribute to customer acquisition, retention, and long-term business growth, while maintaining agility to adapt to market trends and performance feedback.

People Management

Lead and mentor the CRM team by providing strategic direction, coaching, and professional development opportunities. Foster a collaborative and innovative team culture that encourages knowledge sharing, creativity, and problem-solving. Set clear performance expectations, provide regular feedback, and support individual growth through training and upskilling initiatives. Actively manage workload distribution, ensuring the team operates efficiently while meeting deadlines and performance targets.

Stakeholder and Agency Management

Lead the management of key internal stakeholders, such as Brand, IT, Ecomm, Sales, and Digital teams, to ensure alignment with strategic CRM objectives and seamless delivery of CRM initiatives. Oversee agency performance and ensure their execution aligns with strategic goals, driving consumer engagement and business growth. Facilitate high-level communication and collaboration across all stakeholder groups, ensuring transparency, alignment, and accountability throughout all CRM activities. Regularly provide strategic updates to senior stakeholders, highlighting key milestones, performance metrics, and areas for optimization.

CRM Campaign Budget Management

Lead the forecasting, budgeting, and planning of CRM campaigns across multiple brands, ensuring efficient allocation of resources while maintaining cost-effectiveness. Take a strategic approach to managing the rising cost of SMS and other communication channels, exploring alternative and more cost-efficient methods for customer engagement without compromising campaign effectiveness. Collaborate closely with finance and procurement teams to monitor expenditures, ensure budget adherence, and adjust strategies as necessary.

Position Requirements:

-University degree in statistics, mathematics, business, marketing, economics, social science, IT, or media and communications.

-At least 10 years of CRM / digital marketing experience, preferably in a large FMCG or digital marketing agency. Has strong background on Digital Analytics, Digital Media, CRM. Has experience leading a team that work independently.

- Demonstrate expert knowledge in CRM management and Marketing Automation

- Excellent understanding of technology infrastructure including third party applications and technology infrastructures using databases and automated marketing platforms like MoEngage and Adobe Campaign

- Has intermediate skills in Data Visualization Tools like Power BI, Datorama, Google Data Studio.

- Has good knowledge of Filipino digital consumers and their behavior

- Has good interpersonal, communication, and presentation skills

- Has good stakeholder management skills and able to work effectively in cross-functional teams

- Is able to work well in a fast-paced, consensus-driven, diverse 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 Talent Advisor 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. If you need any specific support, alternative formats, or have other access requirements, please let us know.

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