Customer Care Planning

vor 5 Monaten

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 team (Swiss Market), we are therefore looking for a Customer Care Planning & Prioritization Lead based in Lausanne.

In this position you will be responsible for seamless coordination, planning and prioritization of projects/processes impacting Customer Care by fully managing PMSS and TP backlogs. This includes management and housekeeping of the project space to centralize and coordinate workload with a cross-departmental approach.

Based on operational insights, you will ideate, develop, manage, deploy continuous improvements projects and initiatives by identifying enhancement opportunities (incl. current processes and flows), while analyzing impact and share early feedback.

Your responsibilities:

- Monitor and develop strategically the Customer Care Information Library and its related development to acquire full knowledge and impact on any new activities directly or indirectly impacting Customer Care.
- Mentor and educate the organization to optimize knowledge and information sharing through the planner ensuring full overview of activities, to all partners.
- Monitor and develop strategically the Customer Care backlog process. Ensure all projects impacting Customer Care follows the proper governance process, for proper alignment between development and deployment, for information to be shared in due time with partners (TP) and for processes to be compatible with existing CSC tools.
- Leverage on available insights and data to develop new creative customer centric solutions (enhance CX), and decomplexifying existing CSC processes (ex: reduce tools).

1. Ideate, develop, deploy, manage and monitor continuous improvements projects, to enhance brand loyalty while creating business value (B2C/B2B, multicategory). This includes briefing to cross-departmental partners including D&A, to build accurate reporting enabling proper project monitoring.

2. Support deployment team by coordinating process simplification initiatives (ex: through collection of correction).
- Provide adequate Development strategies on care services that matter most at the right time and stage of journey.
- Fully using all engagement opportunities to improve customer satisfaction and increase acquisition effectiveness.
- Ensure Customer Care service KPIs above-market standard with strong focus on customer centricity.

We’re looking for someone with:

- Strong Customer understanding, ideally enhanced by Customer Service oriented experience
- Planning and project management experience, ideally in cross functional projects
- Experience in supporting and implementing projects with multiple partners
- Reporting and dashboard creation/briefings
- Experience in reading and analysis of data reports
- Strong sense of collaboration, teamwork and time management
- Problem solving and critical thinking mindset
- Data, numbers and dashboard tools knowledge
- Agility to stop or pivot projects in a timely manner
- Autonomy on the job and partner management
- Proficiency in English oral and written; very good knowledge of French, German, or Italian

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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