JTI GBS Philippines
Reporting to: CONTACT CARE OVERSIGHT MANAGER Duty Post: BGC, Taguig Application Duration: This job posting will remain open until the vacancy is filled. Telesales and CBU Support Manager The Telesales and CBU Support Manager will define and track overall Telesales KPIs, including program-level performance metrics, and oversee vendor management (manpower, platforms, and services) to ensure seamless operations, cost efficiency, and long-term sustainability. The role also ensures platform readiness for capturing customer data, transforming insights into operational reports and Voice of the Consumer (VOC) outputs. These insights will guide stakeholders in improving customer experience and informing business decisions. This position works closely with the broader Digital Operations function, including Digital Brands, Trade Customer Experience, CRM \& Marketing Automation, Digital Experience, and E-Commerce, ensuring alignment with the overall digital agenda. Key Responsibilities 1\. Strategy \& Operations Management Set the strategic direction for Telesales and Contact Care, aligned with JTIP objectives Oversee key workstreams including RMC, RRP, Product Quality, CBU Support, and stakeholder support 2\. Vendor \& Performance Management Manage telesales vendors to ensure efficient and high-quality operations Drive business impact while maintaining cost efficiency and service standards 3\. Insights \& Analytics Partner with Digital Experience, IT, and Data teams to generate customer insights Leverage VOC reporting to influence business decisions and improve customer experience 4\. Cross-Functional Collaboration Build strong partnerships across functions (IT, Legal, Finance, CBUs, FMG, GCC, etc.) Ensure integrated processes and effective delivery of telesales and support services Position Requirements: Degree in Marketing, Business, Digital, Media \& Communications, or related field 4–5 years of experience in Marketing, FMCG Sales, Telesales, Digital, or BPO Strong English communication skills; Tagalog is an advantage Functional Skills Experience in telesales, customer/consumer care, or project management (FMCG, Financial Services, IT/Mobile preferred) Strong understanding of the Philippine trade landscape and customer dynamics Proven experience in vendor and P\&L management Customer-centric mindset with strong focus on experience and satisfaction Familiarity with CRM platforms and data/reporting systems Strong stakeholder management, organization, and collaboration skills Self-driven, adaptable, and comfortable in fast-paced environments Pay: Php80,000\.00 - Php120,000\.00 per month Benefits Additional leave Company car Company Christmas gift Company events Employee discount Employee stock ownership plan Flexible schedule Flextime Free parking Health insurance Life insurance On-site parking Paid training Pay raise Transportation service provided Work from home Work Location: Hybrid remote in Taguig
JTI GBS Philippines
