Guatemala City, Guatemala





Job ID


Are you a curious, disruptive, digitally skilled individual who enjoys finding solutions that are much better than the status quo? Do you want to make a difference in society and help our company design a Smoke-Free Future? Are you solution oriented and creative problem solver? Do you have good communication tools, teamwork, and loves to take initiative? If the answer is yes, we want to hear from you. We are looking for a Retention Executive to join our Philip Morris International team based in Guatemala, Dominican Republic or Costa Rica. The Retention Executive will be responsible in understanding customer conversion journeys along the different reduced-risk products markets, then to design the best ways to connect with LAUS (Converted, hesitators, abandoners, predominates) and keep them happy and engaged with reduced-risk products though the implementation of retention projects and initiatives and be active advocates (loyalty). Responsibilities • Define the retention and loyalty strategy for 5 different markets together with the retention and CS Manager, guarantee the development of the retention and loyalty programs and projects based on the different consumer segments. • Develop the consumer experience design for retention and loyalty of the consumer journey and its seamless deployment across Commercial, with accountabilities for satisfaction results. • Lead the retention programs / initiatives / projects coordinating cross-functional teams across Consumer Experience, Marketing & Digital, Commercial Operations. • Lead measurement and tracking of retention and loyalty programs with supporting areas/markets • Support Retention & CS Manager for the benefit realization and the timely execution of programs, projects and initiatives among cross-functional teams • Translate the consumer insights into corrective actions to improve the experience in the specific journey phase addressing specific gaps and opportunities • Ensure alignment, implementation and follow up of global playbook and SOP for retention and loyalty and contact point for Region and OC for retention initiatives • Support Markets with LMS (loyalty system) administration Minimum requirements • Bachelor’s Degree in Marketing, Business Administration or any related field • 4+ years of experience in sales, marketing or consumer focus (loyalty programs) or commercial areas • Project Management & FFWD/Agile ways of working • Consumer knowledge, insights & analytics in to action • Consumer Experience Management/ Consumer Data Analysis and insight • Advanced English and Spanish level Find a new path Our company offers you a fresh perspective, where you will never stop exploring and discovering. We take on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. With innovative technologies, services, and processes, backed by a competitive salary and compensation package. You will work in a professional setting with a diversity of clients and team members from all over the world.