Petaling Jaya, Malaysia





Job ID


RISE TO THE CHALLENGE 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. Your ‘day to day’ The NPS Project Executive will be an integral member of the Consumer Experience team in promoting a consumer-centric culture across the organization through: analyzing the insights required as the basis to define product action plans; conduct of NPS trainings; continuously implementing the Net Promoter system, consultancy of PMM streams/channels to drive value-adding activities and improved consumer experience and loyalty. This is an opportunity to help develop and support new tools that further empower employees to deliver consumer experiences with speed and clarity. Additionally, supports partnership across the organization to facilitate cultural change and shift to consumer-centric mindset. You will be accountable to: • Support development of a long-term NPS strategy aligned with overall product business strategies measured with the NPS KPIs and metrics. • Consult channel teams and others to optimize and leverage consumer feedbacks for development of commercial strategies and allocate resources accordingly. • Lead role for implementation of global NPS trigger communication points. • Implementation of the NPS Huddle (Inner Loop/Outer Loop) process across all channels. • Optimize NPS Call Back mechanism by establishing as BAU • Develop and further improve reporting platforms e.g. Power BI and analyses including verbatim analysis and score evolution. • Streamline overall findings and insights in relevant reports and provide regularly and timely updates across hierarchies. • Support and drive the cultural transformation within organization to enable a consumer centric organization by establishing sound understanding of the Net Promoter System • Develop and maintain capability building programs and technology-based training. • Conduct trainings within the organization (new hires and moves) and for external partners including Train the Trainer for the national sales force. • Support compliance and compliance processes for overall Net Promoter System activities. • Support budget management. Who we’re looking for • Minimum 5 years of work experience in marketing, sales or research. • Analytical abilities including interpretation and translation of numbers and results into implications and knowledge. • Excellent interpersonal and communications skills to effectively influence stakeholders at different levels of the organization. • Strong project management, decision-making and problem-solving skills. • A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast changing environment. • Degree in Business, Marketing, Sales, Market Research or equivalent.