Consumer Care Manager

We are JTI, Japan Tobacco International, and we are present in 130 countries. We have spent years innovating, creating new and better products for the consumers to choose from. This is our business. But not only. Our business is our people. Their talent. Their potential. We believe that when they are free to be themselves, and they are given the opportunity to grow, travel and develop, amazing things can happen.

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running.

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea.

Learn more: jti.com

Department: Marketing
Location: Kuala Lumpur, Malaysia
Reporting to: Brand Lead

WHAT IS THIS ROLE ABOUT - PURPOSE

The incumbent will join a dynamic and fast paced environment, working closely with the Brand lead to generate strategies on consumer engagement through in depth understanding of consumers journey, their motivations and addressing pain points to ensure a seamless transition within the brand funnel.

He / she will be responsible to develop and deploy the scope of Global Consumer Care, manage the creation of all training materials and ensure the necessary integration to local platforms. Ensure all communication channels are integrated, monitor and track related KPIs, and continuously strive to improve provided services.

He / she will work closely to collaborate with other Marketing & Sales functions to ensure consistency related to communications and other related functions including external business partners.

WHAT WILL YOU DO - RESPONSIBILITIES

• Develop (where necessary) and deploy the scope of Global Consumer Care (GCC) in Malaysia. Manage the creation and deployment of all training materials for the appointed business partner/vendor. Manage the recruitment alongside business partner to ensure high quality consumer service.
• Coordinates all interactions and activities with market stakeholders (marketing, sales, logistics, etc)
• Work in close collaboration with multiple stakeholders including HQ and vendor to manage all the services, in and out-of-scope. Support cross-functionally including BG, Legal etc.
• Manage 3R (returns, refunds and replacements) for both online and offline. Manage the escalation on special complaints not covered in initial training materials
• Ensure all consumer communication channels are integrated. Monitor and track complaints and create actionable plans where applicable. Monitor and continuously strive to improve the service level, CSAT, NPS etc.

WHAT ARE WE LOOKING FOR - REQUIREMENTS

• University degree (required).
• Minimum 3 years of proved experience in consumer care/customer service and equipped with the knowledge of project management.
• Deep understanding and experience of call center KPIs and structure.
• Highly creative with ability to think out of the box.
• Has strong agency management skills.
• Experience in identifying target audiences and devising campaigns that engage, inform and motivate.
• Strong analytical skills and data driven thinking. Comfortable working with numbers, metrics and spreadsheets.
• Good understanding of operational constraints with strong executional reflex and solution-driven mindset.
• Appreciation of legislation / taxation, external relations, marketing standards in your industry.
• Advanced communication and interpersonal skills. Team player.
• Experience in delivering training sessions (desirable).
• Both global & regional experience (desirable).

Functional Skills required:

• Brand positioning
• Brand communication
• Consumer / trade trends monitoring
• Competitive intelligence / assessment
• Consumer, shopper & trade insight
• Consumer relationship marketing
• Consumer marketing
• Negotiation skill
• Budget resource allocation & brand contribution management