Mexico City, Mexico





Job ID


Be a part of a revolutionary change At PMI, we’ve 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. With huge change, comes huge opportunity. So, wherever you join us, 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. Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model – and our newly created Customer Centric Organization (CCO) team is driving that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products. We’re looking for customer-centric people with strong B2C experience to play a part in this major transformation. If you have omni-channel skills in channel strategy, customer experience or digital strategy, it’s a career-changing opportunity to shape a new global function and help create a smoke-free future. Your ‘day to day’ • Responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels. Lead the development of long-term customer relationship based on customer insights. • Define, together with the Consumer Experience Team, the strategy for customer care and loyalty programs to maximize customer conversion and retention, and reduce potential negative word of mouth. Coordinate the Customer Operations Teams, prioritizing activities, and aligning the strategy and action plans. Manage operation processes & flows through all CC Touchpoints. • Manage the relationship with the Contact Center Partners ensuring capacity, quality, extended capabilities (sms, instant messaging, email, video call), performance and budget are aligned with our business needs. Support the management team and the rest of the Heads of Functions (Marketing, Retail, Digital, IT, Finance) in the definition of IQOS Service and Retention plans. • Lead the Product Care strategy, including solutions for all product related issues and managing customer rights arising from warranty requirements, goodwill policies or paid entitlement packages. Support the omni-channel integration for speed and cost efficiency, enhance customer loyalty by minimizing interrupted experience due to product issues, manage PMI’s cost exposure arising from warranty and goodwill policies, ensure effortless customer experience by streamlining the front-end processes and contribute to PD/QA efforts to enhance usability and minimize returns. • Supervise Service points & Customer Care toolbox implementations and performance in terms of quality and compliance. • Define and manage Customer Experience KPI's, efficiency analysis and continuous improvement plans. • Liaise with the rest of function managers (digital, retail, sales, marketing) to contribute in the definition of strategic plans and support the development of the IQOS Service and Retention activities. Who we’re looking for • University degree MBA is considered a plus • 7+ years of professional experience in Contact Center or Vendor Management roles. Retention and Customer care experience is preferred. • Proven ability to motivate teams and lead through influence. • Confident personality with the ability to successfully defining goals, lead teams and drive execution with minimal guidance amidst multiple priorities and goals. • Project Management experience is a plus • Language: English proficient • Business Process Management is a plus What we offer Our success depends on the people who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers. To join our growing team…