Roma, Italy





Job ID


CSC Outbound New Platform Executive Be part of a revolutionary change At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products . 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. Join us in Customer Care Team and you will contribute to implement of all the processes and procedures related to Acquisition and Outbound Activities peformed by third party operating DISC. You will collaborate with your coordinator to lead external provider execution of the acquisition campaigns in order to ensure KPI and targets achievements. In collaboration with Service Provider Management, you will ensure best qualitity in terms of service quality, including NPS consumer rating. Moreover, you will coordinate the external activities and support the coordinator to prepare and adjust training materials, scripts, systems, in order to ensure and monitor expected service quality. Your ‘day to day’ • Design, define and implement virtual coaching programmes collaborating with internal stakeholders and external technical supplier in order to ensure a successful and sustainable digital platform. • Proactively propose new solutions, innovation and improvements in terms of mechanics efficacy and/or digitalization, based on data and/or factual observation and aiming to create team synergy, implement new ideas and deal with different teams. • Support the communication process in agreement with coordination, cooperating with Communication team and Consumer Journey functions, in order to keep the service provider updated on all new initiatives/activities. • Define the requirements needed to implement outbound campaigns according to inputs received from internal stakeholder; adapt contents to Contact Service Center procedures in order to comply with Legal, Privacy and Corporate Affairs standards (all activities must be performed in full compliance with applicable policies and regulations). • Collaborate with IT department sharing CSC needs following the appropriate procedures (build and design processes, review flows criteria and logics, prepare and review scripts, open request tickets according to timing of scheduled sprints, organize tasks to cope with campaigns priority). • Coordinate the external service provider in charge of the execution of caring campaigns, ensure outbound contacts are handled within the defined time frame, monitor and meet KPIs assigned to the different campaigns, collaborate with CRM and other internal stakeholders. Adapt contents according to DISC procedures in order to be fully compliant with Legal, Privacy and Corporate Affairs approved materials. • Ensure timely and accurate reporting for Virtual Coach program, highlighting relevant trends and proposing corrective actions to the supervisor, using reporting to detect potential inefficiencies and preparing the Internal reports in order to share results and relevant insights to be transformed in actionable tasks. • For all Outbound initiatives, proactively propose potential improvements in terms of mechanics efficacy and/or digitalization, based on data and/or factual observations. Support the "communication process" in order to keep the Service Provider updated on all new activities, in line with proper and adequate visibility range (promo plan, new products, new processes, special campaigns, etc) and always in alignment with global and local Legal and Privacy requirements. • Support reporting processes and system developments, contributing to functional analysis and requirements design, testing and deployment. Who we’re looking for • Graduation in Economics, Business Administration or similar • At least 1/2 years experiences in similar roles in a multinational company, preferably FMCG in Customer Care area • Proven experience of Project Management, working by project or process • Experience in third parties management • Good problem solving attitude • Strong Analytical skills • Good communication and interpersonal skills • Ability to work alone and in team • Good knowledge of English and Italian • Good knowledge of excel What’s ‘nice to have’ • Good presentation skills • Deal with ambiguity • Team player, positive attitude and willingness to share competencies • Agility to work in complex and fluid environment with tight deadlines. • Entrepreneurship, positive attitude, attention to details. What we offer Our success depends on the men and women 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. Work location: Rome We offer a contract commensurate with effective experience Philip Morris Italia is one of the two Italian affiliates of Philip Morris International, a leading company in the tobacco and nicotine market. With almost 1000 employees, it is engaged in the development and commercialization of smoke-free products in Italy.