Tokyo, Japan





Job ID


This positions objective is to maintain and stabilize call centers (CSC, HCC, TSC, SE, SNS, Text) operations and propose improvement plans to drive better performance. This position also requires to create opportunities to maximize profit/benefit and performance for the consumer, PMJ, and for the call center vendor. Both these objectives are to be achieved within the allocated budget for call centers. Drive Operations Implement and drive behavior towards our call center vendor which will lead to the success of our channels business/KPI's and in the end contribute to our vision of a smoke free future. This role is responsible to explain the vision of PMJ to our vendors and make them understand how each operation (BAU, programs, and initiatives) are connected to reaching a smoke free future. Cost Management Check if there is a gap between the monthly estimates and invoices and explain to the governance team and finance team if there is any gap. Analyze/evaluate the cost and actuals every 6 months and lead the initiative to revise the price table. Increase eNPS Motivate and drive performance of our call center vendor and increase eNPS Active collaboration with the vendor teams and PMJ teams to ensure relevant business knowledge transfer/sharing within the teams Achieve KPI's Offtake, eNPS, cost per inbound case, locker pick up.