Telesales and CBU Support Manager

This newly created role supports JTIP’s initiative to improve efficiencies across CBU sales operations by offloading selected tasks from Field Sales. This enables Field Sales teams to focus on higher-value strategies and programs, driving commercial impact through cost savings, incremental volumes, and enhanced productivity.

The role is responsible for establishing and scaling Telesales capabilities and operations within CBU processes, ensuring readiness to support current and future alternative distribution channels. The incumbent will lead the strategy and execution of telesales programs in close collaboration with CBUs and key internal stakeholders, ensuring alignment with JTIP’s business and commercial objectives.

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