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Reporting to: RRP Portfolio and CEM Lead

Duty Post: Seoul, South Korea

Application Deadline: July 15, 2025

Consumer Experience Manager

 

The RRP Consumer Experience Manager plays a critical role in shaping and delivering a comprehensive, consumer-centric journey for JTI’s Reduced-Risk Products (RRPs) in Korea. This position is responsible for orchestrating both online and offline consumer experiences, from awareness to retention, through data-driven strategies and integrated marketing activations that align with JTI HQ direction, local market priorities, brand guidelines, A&SP breakthroughs, and all applicable legal and regulatory requirements.

In a competitive and constantly evolving category, the incumbent will translate the Consumer Experience Management (CEM) framework into a market-specific deployment roadmap, focusing on delivering distinctive, relevant, and engaging touchpoints. A key focus will be optimizing the end-to-end consumer journey, with special emphasis on Paid Media, KOL & Viral Marketing, and earned social amplification, which are critical for driving visibility, conversion, and advocacy in Korea’s highly digital and trend-driven environment.

Other responsibilities include: 

Local, regional and global stakeholders managementManage relevant external agencies and educate them on JTI business & RRP CategoryPlan and manage CEM budget aligned in A&SP

The ideal candidate will demonstrate a strong entrepreneurial mentality, coupled with a high degree of resilience and agility, crucial for navigating the dynamic and fast-evolving tobacco industry. They will bring a a consistent track recordn designing and executing consumer journey strategies, along with deep expertise in implementing effective and high-impact consumer engagement initiatives that drive measurable business outcomes.

As the Consumer Experience Manager under the area of RRP Marketing you will do the following:

Translate overarching company and brand objectives into actionable Consumer Experience Management (CEM) strategies, initiatives, and activation plans across all relevant consumer touchpoints, ensuring alignment with business goals and RRP category priorities.Lead the development of a comprehensive, end-to-end consumer journey strategy, shaping a seamless experience across all digital and physical touchpoints. Collaborate closely with cross-functional teams to optimize consumer conversion and retention throughout the full engagement cycle.Be responsible for the planning, execution, and performance evaluation of both consumer-facing and activation programs, including but not limited to: consumer promotions, direct engagement mechanics (on and offline), content and communication material development, and post-campaign evaluations. Ensure all initiatives are impactful, cost-efficient, and enhance brand equity.Strategize, execute and effective monitoring of marketing programs. Work in close partnership with internal stakeholders (Marketing, Sales, Field Sales, Digital) and external partners (creative, activation, digital, and media agencies) to ensure seamless planning and execution of CEM initiatives. Provide clear direction and maintain strong, collaborative relationships to support the  growth of Ploom and future activations.Manage CEM budget, and consolidate overall Ploom budget, ensuring efficient allocation of resources and meticulous cost control.Be responsible fore the planning, approval, and monitoring of activation expenditures (BAP, Memo processes), ensuring return on investment and clarity through regular reporting and analysis.Lead or support ad-hoc projects and assignments as advised by management, giving to broader business priorities and departmental objectives.

Requirements:

High standard of University degreeMinimum 6+ years of experience in M&S, specialized in Consumer Engagement / Experience, Media Planning with direct experience in marketing campaigns.Coss-functional experience, good knowledge in marketing and strategic planning (Shaping Consumer Journey, building relevant initiatives and corresponding KPIs).Fluent in  English & Korean language.Stakeholder managementConnecting digital KPI to performance KPI Knowledge of consumer experience best practices and the ability to identify and address consumer pain pointsFamiliar with defining strategies, business planning, vendor management and budget managementExperienced in driving projects to completion as a project managerStrong analytical skills and the ability to use data to make informed decisionsStrong leadership and people management skills, with the ability to work collaboratively across teams and departmentsFamiliar with Microsoft Office applications and operations

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Phone screening with Talent Advisor > Assessment tests > Interviews > Offer. Each step is eliminatory and may vary by role type.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. If you need any specific support, alternative formats, or have other access requirements, please let us know.