RRP Retention Lead

Descrizione del lavoro:

Philip Morris International is looking for RRP Retention Lead.
Role Purpose
The Customer Care & Conversion Lead is responsible for designing and managing consumer conversion and retention strategies, ensuring high quality contact center operations, and driving respective programs across all channels.
Key Responsibilities:
* Manage cross-functional collaboration, lead a high-performing team, and manage key external partners.
* Plan and optimize Retention and Conversion programs across all channels, develop audience segmentation strategies, and manage program budgets to ensure efficiency Lead multi-channel contact center operations (calls, chat, email etc.)
* Monitor KPIs (NPS, CSAT, AHT, FCR, SL, Abandonment) and ensure readiness of CRM and operational systems (CRM, CTI, Salesforce, Twilio)
* Ensure compliance with PMI, regulatory, and privacy standards
* Use consumer data, insights, and predictive models to guide decisions and conduct segmentation, track engagement, evaluate ROI
* Develop and deploy consumer experience programs and oversee device care services
Requirements:
* Bachelor's degree in marketing, Business Administration, or related fields
* Certifications in analytics, CRM, or digital marketing are a plus
* 3-5 years in customer service, operations, sales, or marketing
* Experience with consumer engagement or loyalty programs preferred
* Excellent English (written and spoken)
* Experience leading small teams or projects
* Strong cross functional cooperation and stakeholder management skills
* Customer Centric approach and strong problem-solving ability
* Contact center background is an advantage
Skills & Competencies:
* Familiarity with CRM systems (Salesforce, HubSpot) - advantage
* Analytical mindset: knowledge of Power BI or Google Analytics
* Strong MS Excel, PowerPoint, and general digital literacy
* Ability to work with consumer data and extract insights