Retention Manager (Loyalty)

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Duty Post:HQ BGC Taguig City

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

Retention Manager (Loyalty)

Join JTI's Reduced Risk Products (RRP) team and play a key role in shaping the growing RRP category. This role leads end to end customer loyalty and advocacy initiatives, optimizing the consumer journey to drive retention and maximize customer lifetime value. The role is responsible for building and managing retention programs and platforms across digital and offline channels, using consumer data, segmentation, milestones, and engagement to drive long-term consumer retention and business impact.

As the CX Retention Manager, you will need to deliver & manage:

Consumer Loyalty Strategies & Programs

• Own the end-to-end loyalty and retention strategy, ensuring continuous improvement and measurable impact
• Create integrated omnichannel loyalty experiences that deepen engagement and foster long-term advocacy
• Ensure effective, consistent, and sustained execution of loyalty initiatives across all customer touchpoints

Lifecycle Management (Consumer Lifetime Value)

• Collaborate with Omnichannel and Consumer Experience teams to deliver a cohesive, frictionless journey
• Activate data, segmentation, and real-time triggers to drive engagement and long-term customer value

Stakeholder and Agency Management

• Partner closely with brand, digital, IT, agencies, and other stakeholders across the market, region, and global teams
• Lead complex, multi-stakeholder initiatives including test & learn campaigns
• Select, manage, and collaborate with external agencies and service providers
• Act as a subject matter expert on loyalty and retention across the organization

Finance Management

• Oversee budget management and financial governance for total retention
• Establish ROI and ROO measurement frameworks to assess program effectiveness
• Enable informed investment decisions that balance brand growth, efficiency, and long-term value creation

Requirements:

• Bachelor's degree in marketing or equivalent experience in Loyalty Program Management, CRM, Digital, or brand management
• 5 to 8+ years of experience in loyalty, CRM, brand, or marketing roles
• Strong experience in retention, lifecycle management, and data driven decision making
• Ability to operate confidently in a technical and data enabled environment
• Strong stakeholder management and communication skills

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.