Customer Care Enhancement

vor 1 Tag

Lausanne, Schweiz Philip Morris International Vollzeit

Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible We’re totally transforming our business and building our future on one clear purpose - to deliver a smoke-free future.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions.

For our Customer Care Development team (Swiss Market), we are therefore looking for a Customer Care Enhancement & Performance Team Lead.

In this position you will be developed continuous improvements and optimizations on current processes and flows. Part of your responsibilities will be to set-up, develop, manage, and deploy strategical as well as operational Customer care activities including reporting on RRP activities & programs to be able to reach Global and Local KPIs above target, in order to be able to meet excellence in service level towards our B2C customers on RRP channels.

Your responsibilities:

- Collaborate with all parties for defining and providing more efficient, realizable operational strategies on care services that matter most at the right time and stage of journey.
- Fully leveraging and using any engagement opportunities to improve customer satisfaction and increase acquisition efficiency.
- Monitor and develop strategically the Customer Care Activity Planner and its related development to acquire full knowledge and impact on any new activities directly or indirectly impacting the customer care service group.
- Define adequate training strategy & support needs for Swiss market-s Contact Service Center team. Collaborate with global and local Capability teams and support the development and deployment of Customer Care and CSC training.
- Manage the entire development and deployment process at operational level of the project in Contact Service Center channels for B2C and B2B as well as on Conventional to meet excellence on service level for Consumers and Retailers.
- Manage the team by excellent daily support on their Customer Care activities to achieve market strategical goals and develop them to contribute to their next career ladder development level.
- Bridge and coordinate among capability partners to ensure entire training deployment process at operational level for agents reaching consumers for both inbound and outbound interaction with our CSC agents are achieved.

We’re looking for someone with:

- Strong training experience on field and remote areas.
- Strong Customer understanding, ideally enhanced by Customer Service oriented experience.
- Project management & planning experience, ideally in cross functional matrix, having led developments to realization/execution of post defined deployment plans from A to Z.
- Familiar with data reports and analysis with GDPR acknowledge (Data Privacy) for translating into actions planning and resources optimization.
- Ability to manage project and team with multiple stakeholders of diverse seniority in multiple language.
- Experience in leading team.
- Proficient in English and very good knowledge of French and German. Italian would be an asset.

What we offer:
Our success depends on the talented employees who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

- Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business - our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future

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