Consumer Care Associate

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 83% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, nine 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

Global Applicants Welcome. Local employment package will apply. 

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

• Work in close collaboration with respective managers of Marketing and Sale to ensure alignment with the market, HQ and integrated digital activities.
• Provide all the necessary input to the Annual & Strategic Plan (ASP) related to brand(s) equity.
• In close liaison with Strategic Insight Function to monitor brand performance in order to identify short and long term issues / opportunities. Analyse how the brand is positioned / is competing in the market and crystallize targeted consumer insights and competitiveness. 
• Translate brand strategies and objectives into brand product & packaging, trade and consumer engagement, and launch to market digital execution. 
• Lead the development of all digital elements of the marketing mix including new product and packaging, brand communication and strategies to strengthen brand equity and ensure alignment to brand positioning as defined by HQ.
• Drive innovation and digital program activation, determine new ways to reach the consumer while ensuring legal compliance. Oversee adaptation of global guidelines in order to suit local specificities.
• Monitor digital market trends, research consumer markets and competitors activities to identify opportunities and key issues in order to develop the most effective digital communication tools within the legislation.
• Measure and report performance of all digital marketing campaigns and assess against objectives (ROI and KPIs). 
• Responsible for all contact with global / local digital agency and management of projects contracted to the agencies. Manage timelines and negotiate communication budgets allocated to the agencies. Make annual assessments the agencies' performance and take corrective actions if necessary.

WHAT ARE WE LOOKING FOR - REQUIREMENTS

• University degree (required).
• Minimum 3 years relevant managerial experience in FMCG marketing function and equipped with the knowledge of project management. 
• Good understanding of full marketing mix. Proven ability to develop brand and marketing strategies and effectively communicate recommendations to executive management.
• Knowledgeable in delivering and implementing marketing activations.
• Experience in identifying target audiences and devising campaigns that engage, inform and motivate.
• Strong analytical skills and data driven thinking.
• Computer literacy in Microsoft Office & cloud-based document collaboration, specifically in Excel and Powerpoint
• Experience in customer service is desired. 
• Appreciation of legislation / taxation, external relations, marketing standards in your industry. 
• Both global & regional experience (desirable).
• Ability to effectively manage multiple assignments in a timely and accurate manner

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