Antwerp, Belgium





Job ID


Welcome to our Philip Morris vacancy. Did you know that Philip Morris International is undergoing a revolutionary business transformation? We will be far more than a leading cigarette company. We want to change society and deliver a better, smoke-free future. Thanks to the imagination and perseverance of thousands of people at PMI, we have developed smoke-free products that are better alternatives to cigarettes. And it does not stop there. We are investing in a portfolio of innovative products beyond nicotine. So, whether in new product development, commercialization, operations, science, you name it, we are putting our vision into reality every day and make the change happen, right now. As part of the Customer Care team, the Customer Care Coordinator is responsible to support in the development and deployment of retention plans and projects. This can be in both a leadership role of Care department projects and a contributor role in strategic projects. This role will assist with developing & delivering improvements locally within the retention scope & across the wider business (internal & vendor) and support the requirements of operational needs. If so, then please continue reading. Responsibilities of the role: • Initiate, plan and implement projects with focus on improving the services towards consumers, in line with the local and global Customer Care Strategy, within Benelux cluster • Lead or contribute to projects related to the set-up of new Customer Care services, channels and touchpoints, starting from consumer pain points within different episodes of the consumer journey • Provide cross-industry understanding, best practices, and guidance to support the development of Customer Care concepts, strategies and service catalogues • Strong collaboration and support to the Customer Care daily operations, with a deep knowledge of processes and performance • Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders; ensure excellent communication with Global team • Ensure that all operational activities are executed in compliance with applicable laws, marketing code and PMI procedures You: • University degree in Business, Marketing, Economics or similar • Project management experience • Experience in development and deployment of consumer related initiatives, with a deep understanding of customer experience journey methodologies • Strong customer focus • Excellent analytical skills, where you can develop actionable measures from data results • Excellent communication skills • Involved in projects with a continuous improvement mentality • Excellent English skills Dutch and/or French are a plus • Integrity and trust What will the selection process look like? Talent Acquisition (TA) will perform an initial screening to assess whether candidates match with the defined vacancy requirements. If this is the case, the candidate will be invited for 2 competency-based (virtual) interviews. In parallel, you will be asked to complete online assessment tests*. At the end of the process, each candidate will receive the assessment results, as well as actionable feedback for their further development. *Assessment Tests The tests are integrated in the selection process to increase objectivity of the final decision making. The assessment tests for this role is a cognitive ability test. The results will not be saved in the employee’s file, and will only be used in the context of the vacancy for which the employee is applying. Results are therefore not used for purposes of performance evaluation. • Cognitive Ability Test: Report links under three headings: 1. Deductive reasoning (measuring the ability drawing logical conclusions) 2. Inductive reasoning (measuring conceptual and analytical thinking) 3. Numerical reasoning (measuring capacity to understand numerical data and interpret mathematical information correctly)