Petaling Jaya, Malaysia





Job ID


At PMI, we have chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. You’ll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions. We are looking for a best-in-class talent to lead the up-scaling of the Customer Care capability and performance. This is an opportunity to identify opportunities for improvement, to design-build and deploy effective and impactful consumer-centric solutions, Key responsibilities: • Improving the customer experience and satisfaction within the lens of Customer Care by understanding the customer journeys, policies, business processes and workflows to establishing causal factors, opportunities, trends and challenges. • Deliver to customers the best value (high impact, low effort) through optimization of efficiency and costs by - Identifying areas for improvement using quantitative and qualitative data and insights to synthesize accurate, timely and actionable strategies for continuous improvement and compliance. - Challenging status quo to drive innovation. • Owner of all customer care practices and ensure consistent deliverables through standardization and embedding right and impactful operating methods by - Develop concepts and strategies into working solutions with frameworks, processes, communication and deployment plans. - Governance for customer and operational processes. • Lead and manage the reporting, audit, and quality control to deliver data-driven Insights. Essential Skills and competencies: • At least 8 years work experience within Customer Care. Proven experiences in driving, upscaling and optimizing Customer Care practices and capabilities. • Experienced in using DMAIC (Define, Measure, Analyze, Improve and Control) methodologies, value stream mapping, facilitation, and Lean Six Sigma experience desirable. • Proven analytical & leadership skills. Sound understanding of statistical methodologies. • Good listening skills and able to articulate ideas and thoughts in the impactful way to deliver results. • Ambitious self-starter who possesses exceptional time management skills, has great attention to detail and business acumen. • Ability to prioritize, manage multiple projects, conflict-resolution skills and adhere to business-critical deadlines. • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Demonstrates authentic ambition, sense of urgency, agility and tenacity and a genuine commitment to revolutionizing the industry. • Excellent written and verbal communication skills. • Degree in Bachelor in Business, Economics, Marketing or equivalent.