We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.
But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business.
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

WHOM ARE WE LOOKING FOR – REQUIREMENTS:

• Strong expertise in CRM, consumer retention, data management, and loyalty marketing.
• Experience in data segmentation, predictive modelling, and personalization strategies.
• Deep understanding of consumer lifecycle management, omnichannel engagement, and automated marketing workflows.
• Proficient in CRM tools, marketing automation platforms, and data analytics software.
• Strong analytical mindset with the ability to translate data insights into actionable marketing strategies.
• Excellent collaboration skills to work cross-functionally and align business priorities with CRM efforts.

WHAT THIS POSITION IS ABOUT – PURPOSE

As the CRM & Retention Manager, you will be responsible for designing and executing data-driven strategies to enhance consumer retention, loyalty, and lifetime value. You will play a pivotal role in leveraging consumer data to create personalized, seamless, and engaging experiences at every stage of the funnel, ensuring a strong connection between consumers and the brand. This role is critical in leveraging data-driven insights to strengthen consumer relationships, enhance engagement, and maximize long-term brand loyalty.

WHAT WILL YOU DO – RESPONSIBILITIES:

• Consumer Retention & Engagement
• Develop and implement CRM strategies to onboard, engage, and retain active consumers through personalized digital experiences.
• Design and optimize automated consumer journeys based on behaviour, lifecycle stage, and engagement patterns.
• Deploy targeted re-engagement campaigns to minimize churn and increase repeat interactions.
• Data Management & Segmentation
• Oversee consumer data collection, management, and governance, ensuring compliance with data privacy regulations.
• Develop and maintain segmentation frameworks based on consumer behaviour, demographics, and business priorities.
• Leverage predictive analytics and insights to anticipate consumer needs and tailor engagement strategies.
• Ensure the integrity and accuracy of CRM databases, optimizing data flow and synchronization across platforms.
• Loyalty & Advocacy Programs
• Design and implement loyalty programs that reward engagement, drive retention, and encourage advocacy.
• Optimize loyalty mechanics, incentives, and touchpoints to maximize consumer participation and satisfaction.
• Develop referral marketing strategies to amplify organic consumer acquisition.
• Lifecycle Marketing & Personalization
• Execute lifecycle marketing strategies that enhance consumer experiences from onboarding to long-term retention.
• Personalize CRM communications and offers based on behavioral triggers, purchase history, and engagement levels.
• Optimize retention marketing performance through A/B testing, performance tracking, and continuous iteration.
• Data-Driven Decision Making & Reporting
• Define and track CRM and retention KPIs, including consumer lifetime value, engagement rates, churn rates, and loyalty program performance.
• Leverage data analytics tools and dashboards to provide real-time insights and actionable recommendations.
• Work with the SI team to enhance data architecture, ensuring robust tracking and reporting capabilities.
• Cross-Functional Collaboration
• Work closely with the Acquisition Manager, Digital Agency, SI, Brand, and Sales teams to align CRM initiatives with broader digital marketing and commercial goals.
• Partner with IT and Data teams to improve CRM infrastructure, automation, and integration across digital platforms.
• Collaborate with the content and creative teams to ensure CRM messaging aligns with brand strategy.