Csc Acquisition and Retention Lead Lausanne

vor 2 Wochen

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.

The Customer Care Acquisition & Retention Lead will be the Subject Matter expert for all retention and acquisition deployed and to be deployed on the Swiss Market. Insure set-up, management and deployment of operational activities for the acquisition and retention programs & activities are in line to meet excellence in service level towards our B2C customers on RRP channels.

In this position you will focus on:

- Retention and Acquisition : Customer Care SME for trade-in (Exchange - 40% of overall trade-in for Swiss market), MGM, IQOS Club & Automatic Delivery programs, ensuring process updates & optimization, omnichannel approach, proper quality level are reached operationally.
- Create and increase awareness on digital and remote options for our B2C customers on RRP channels.
- Manage entirely Order on behalf customer care program/channels, from implementation to cash collection and further enhancements. (eCRM POC, gather communication planning & informing Customer Care team and CSC to forecast impact and capacity)
- Manage the entire development, process, monitoring and quality optimization at operational level, 22 agents covering all 4 languages. Manage, set-up and deploy process for all inbound & outbound interactions on the 2 Way SMS Channel. Understand business needs, proposing adequate solutions shifting capacity on digital channel (2 way SMS) to increase effeciency and consumer's reach. Ensure Customer Care service KPIs above-market standard with strong focus on customer centricity
- Project Management: Develop, deploy and manage based on project management requirement adequate strategy & support for Swiss market's new acquisition and retention activities executed and/or supported by our CSC team based in Lisbon
- Manage the entire development and deployment process at operational level of the project in Contact Service Center channels for B2C to meet excellence on service level for Consumers
- Develop, deploy and manage adequate reporting and based on figures deploy action to meet market's KPIs above target
- Support to all team members in various projects on top of dedicated ones that will shape the Customer Care operations to ensuring a positive experience, so customers and retailers build brand loyalty and affinity
- Contribute to excellent daily support to the Contact Service Center team (CSC) and the customer Care Team to achieve market strategical goals above KPIs

We’re looking for someone with:

- Customer at the core mindset on every initiative
- Resolution and results oriented
- Project management experience
- Synthetic mindset focuses on quality results
- Autonomy on the job
- English/French oral and written

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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