Job Description

Customer Care Supervisor

Welcome to PMI Here at PMI we want to be far more than a leading cigarette company. We’re building PMI’s future on smoke-free products that are a much better choice than cigarette smoking. Indeed, our vision – for all of us at PMI – is that these products will one day replace cigarettes. Our company is changing – and dramatically. Could you be part of a truly dynamic worldwide team dedicated to an ambitious new vision? About the Role As Customer Care Supervisor, you will play a pivotal role in the execution of the Customer Care strategy and market policies across direct and indirect retail and Field Force, to provide the highest standards of service to our customers. You will ensure that the customer services that are delivered in our Stores, 3rd parties and Field Force meet and exceed customer expectations and are in line with our strategy and standards. You will maintain consistency between Customer Services and all other channels where Customer Care is delivered – in terms of services delivered, data captured and accessed, reporting, rules and guidelines. As our Customer Care Supervisor it is crucial that you build a great collaboration with other functions and 3rd party partners to ensure optimum customer experience across all channels. You will act as a point of contact for all questions relating to Care from retail/Field Force. You will be also accountable for monitoring care activities delivered in direct and indirect retail as well via our Field Force: training and coaching; monitoring service levels; carrying out audits to ensure adherence to the customer care standards and policies. Together with the team, you will contribute to the Customer Care strategy development and process plans, based on a deep understanding of the target audience, targeted channels and programs to enhance customer experience You will monitor key customer satisfaction indicators and adjust services to achieve high customer satisfaction alongside with monitoring if the vendor performance meets or exceeds expected service levels and contractual agreements and address any issues. From a development perspective, you will develop Customer Care Retail/3rd party/Field Force processes and training materials; ensure all content and training material is up to date and design a training framework to coach stakeholders. You will design Customer Journeys and constantly adapt to customer needs and deploy global customer care programmes and develop local programmes to increase customer satisfaction and retention. About You We are looking for someone with a strong passion for excellent customer service, someone who can motivate and encourage a team, our partners and consumers to share our vision of a smoke free future. Ideally, you’ll have more than 4 years experience working across business functions or leading Customer Services / Supply Chain and have experience managing 3rd party vendors. You are a self-starter who is comfortable taking the initiative and demonstrates curiosity in keeping ahead of customer service developments. You have excellent analytical and problem solving skills and the ability to implement changes driven by customer insights. If you’re looking for a job that challenges, inspires and rewards you, take a closer look at what we’re trying to do, and apply now. At PMI we see equal pay for equal work between women and men as the baseline standard for equality and we've proven that our actual pay practices match our good intentions with the Global EQUAL-SALARY Certification. On top this PMI is an equal opportunities employer.
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    London, United Kingdom
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