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Customer Relationship Management Manager

3 months ago

Manila, National Capital Region, Philippines Jollibee Group Full time

The Customer Relationship Management Manager is instrumental in ensuring the marketing capability on audience and communications activation is carried out and optimized across businesses and brands. He/She should be well-adept in the different multi-channel customer engagement platforms, social media management tools, and be responsible for the formulation of strategies in support of the roadmap for Channels Orchestration. Likewise, he/she will assist in the implementation of key Marketing Operations programs specific to the JFC Marketing Community.

Strategic Development

High involvement in the formulation of Global Channels Orchestration strategies that are aligned with overall Global Marketing thrusts. Active participation in the Unit Marketing Planning by leading the performance review and assessment, identifying key opportunity areas, and business imperatives of Channels Orchestration, that will input to the Marketing Plan.High involvement in the alignment and coordination with other stakeholders and cross-functional units such as Regional units (i.e. PH Region), BU Champions, Global Digital Technology etc.Ensures adequate measures for critical elements of strategic execution and monitors progress vis-à-vis objectives. Able to lead in optimizing the initiatives and attaining performance objectives. Channels Orchestration Capability Portfolio ManagementOversees the planning and implementation of the Channels Orchestration aspect of an identified BU project. Highly involved in the day-to-day coordination and alignment with the cross-functional teams and external parties. Able to assess and recommend a CHO program specific to the BU needs/requirements.Oversees the day-to-day coordination with the Social Media Management tool vendor and ensures alignment, drives continuous upskilling, and training for all the BU users. Acts as one of the Super Admins of the tool.Able to spearhead the evaluation and assessment of customer engagement platforms and social media management tools, in coordination with other cross-functional units and BU users. Acts as the SPOC of the unit with the vendors/suppliers and other internal teams (i.e. Procurement). InnovationAble to identify opportunities for the CHO capabilities and Social Media Management tool, level-ups and improvement points, and any new trends based on desk research, and vendor capabilities.Ensures regular assessment and feedback solicitation from the BU users and project teams as deemed necessary, to ensure the continuous improvement of capabilities. Project Management: Marketing OperationsAssist immediate superior in the planning, coordination, and implementation of key Marketing Operations programs (i.e. JFC Marketing Learning Academy).Have exposure to the development of Marketing frameworks in support of the JFC Way of Marketing via participation in key discussions. JOB QUALIFICATIONSBachelor's degree, preferably in Marketing Management, Business Administration, or any related course.At least 5 years of work experience in any or all of the following areas: Marketing or Brand or Product Manager (or the equivalent).Not a must but is an advantage if with Training/Certification in Social Media Management, Social Listening, Customer Engagement Platforms/Tools (Customer Data Platform, Channel Orchestration).Has excellent written and verbal communication skills.Willing to be assigned in Ortigas, Pasig City (hybrid set-up).