CUSTOMER EXPERIENCE DEVELOPMENT EXPERT

CUSTOMER EXPERIENCE DEVELOPMENT EXPERT
 
 
Are you inquisitive and self-driven? Will you make a difference to our Company and colleagues around you? If yes, then we’d like to hear from you! We are looking for passionate individuals who yearn for challenges and international work environments.
 
 
Responsibilities: 
 

• Define the strategy for Customer Care, plan key milestones, define tools needed and estimate investment, based on a deep understanding of the target audience, targeted channels;
• Development of distinctive loyalty and retention programs that ensure high customer satisfaction;
• Create the process framework for Customer Care keeping in mind the entire RRP ecosystem  and update it regularly;
• Design the core KPIs and reports in order to ensure intelligence and insights gathering. Derive actionable insights to enhance Customer Care Strategy;
• Develop toolboxes and organize and deliver specific trainings;
• Sharing Customer Care learnings, achievements & next steps with all key stakeholders with the objective to educate the organization and obtain buy in;
• Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders;
• Ensure all Customer Care activities are in line with deployment plans, utilizing the resource in the most efficient way;
• Provide compliance with PMI principles and practices and local legislation in all business related activities.

 
 
Qualifications:

• Profound understanding of customer service strategy and operations models;
• Customer focus and understanding;
• Proven record of driving simplified, effective solutions – Lean or similar expertise;  
• End to End understanding of service provision and service elements incl. fulfilment, customer care and E-commerce;
• Understanding of new service technologies and offerings (E-commerce, Social Media, automated customer support);
• Able to grasp new concepts quickly and efficiently;
• Strong analytical skills and decision making ability;
• Project management skills;
• Good command of the English language (writing and speaking).

FIND A NEW PATH

Our Company offers you a fresh perspective. Here, you will never stop exploring and discovering. We take on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. With innovative technologies, services, and processes, backed by a competitive salary and compensation package, you will work in a professional group of team members from all over the world.

JOIN A GLOBAL MARKET LEADER
 
Philip Morris InternationalInc. (PMI) is the world’s leading international tobacco company, with six of the world's top fifteen international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term PMI uses to refer to products with the potential to reduce individual risk and population harm in comparison to smoking cigarettes. Through multidisciplinary capabilities in product development, state-of-the-art facilities, and industry-leading scientific substantiation, PMI aims to provide an RRP portfolio that meets a broad spectrum of adult smoker preferences and rigorous regulatory requirements. For more information, see www.pmi.com and www.pmiscience.com.