Job Description

Customer Care and Loyalty Executive - Bristol

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. About the role As Customer Care and Loyalty Executive, you will play a pivotal part in ensuring a seamless post-purchase consumer experience, increasing customer retention and reducing potential impact of “break” points along the journey. Reporting to the City Activation Manager, you'll work closely with different teams (Consumer Engagement Executive, Direct Retail, Try IQOS, Consumer Experience and Insight, Deployment Strategy) across channels and functions representing the “voice of the customer” as well as providing valuable insights on how to improve consumer experience. Main responsibilities Post Purchase Consumer Journey We’re looking for someone dedicated to providing truly excellent customer service along the entire consumer journey. This will involve managing post purchase daily consumer engagement across different platforms, voicesage, sms, phone, video call, email or in person, and channels with the aim of increasing retention and reducing potential impact of “break” points along the journey Consumer Point Points and “voice of the customer” As Customer Care and Loyalty Executive, you’ll capture and highlight consumer pain points and set up regular reviews across relevant teams and functions to effectively communicate feedback. You’ll represent the “voice of the customer” within the organization and improve the overall post purchase consumer experience. You'll ensure that consumer experience expectations are always met by maintaining strong customer engagement with agreed NPS and conversion rate objectives. Post Purchase IQOS Handbook As Customer Care and Loyalty Executive, you’ll partner with Development and relevant teams to create the “Post Purchase IQOS Handbook” and ensure that it is always accurate and relevant with the latest content development and systems process to be followed. Guru of Consumer and IQOS knowledge As Customer Care and Loyalty Executive, you will ensure that all required knowledge and training is provided. You’ll keep up-to-date of any changes in procedures on messaging, products and commercial offer updates. About You Ideally you’ll have previous experience in customer relationship management and you’ll be excited to take full advantage of a phenomenal opportunity to deliver fantastic customer service with us at PMI. You’ll be looking for a career in a company that is truly global in reach and offers great people the opportunity to develop and grow themselves. Take a closer look at what we’re trying to do, and apply now. The role is a 12 months FTC and is based in Bristol - a full understanding of this region is key. 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.
  • Contract
  • Location
    London, United Kingdom
  • Department
    Marketing & Sales
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