Istanbul, Turkey





Job ID


Jr. Manager Customer Care Are you a consumer centric, agile and digital savvy professional with robust collaboration and project management skills? Do you want to work for a Top Employer with international career opportunities? If so, then please keep on reading. PMI wants to work with the best talent available. Our diverse workforce of around 73,500 people speaks more than 80 languages. Our priority is to attract, support, and retain individuals from across the planet – no matter their age, gender, religion, or disability. Our people are our greatest strength, and we're proud of our culture of openness and respect. We believe that this is a big part of what makes PMI such a great place to work. We are looking for a Junior Manager Customer Care who will work in İstanbul and be responsible for customer care channels, services and programs delivering an omnichannel service marketing experience with digital first mindset to ensure high customer satisfaction, conversion and retention. Read further if you want to learn what the main responsibilities of the role are: 1. Manage customer care touchpoints including Call Center, Facebook, Livechat to ensure omnichannel experience and implementation of guidelines across channels; digitalization of touchpoints / introduction of new ones when necessary. 2. Develop and continuously improve customer care programs, processes and guidelines with a full view of customer insights, market dynamics and competitive environment, enabled by digital tools/platforms. 3. Design replacement processes in line with global guidelines, ensuring high customer satisfaction. Develop user-friendly, digital tools/processes for after sales to ensure convenience and ease at service points. 4. Co-lead budget for customer care services & channels, propose allocation of resources to maximize efficiency and ROI This position can be something for you if you recognize yourself in the below profile. You: -Hold a university degree -Have at least 4 years of experience in marketing (customer care, customer experience design is preferred) -Fluent English and solid MS Office knowledge -Hands-on experience in digital transformation of consumer programs / engagements is a strong plus -Ability to leverage consumer data and technology to create relevant and engaging customer experiences with consumer centric, data driven mindset -Strong project management, communication skills and ability to manage internal & external stakeholders -Action oriented and curious & creative thinking to drive results, bring new approaches. One more thing: at Philip Morris we see equal pay for equal work between woman and men as the baseline standard for equality. Our good intentions do match our practices as we achieved the Global Equal Salary Certification. Moreover, we invest in creating a diverse workforce & a culture based on personal and career development, both on local as well as international level. How does this sound? If you are interested, go ahead and apply! #LIJobs