Supervisor Remote Care RRP - Almaty

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 one clear purpose – to deliver a smoke-free future. 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. Your ‘day to day’: • Development, Adapting and maintenance of an efficient model for managing remote support programs for new RRP consumers; • Local orchestration of creation and implementation process of digital content aimed to new RRP consumers (SFP); • Designing and executing strategic plans to meet customer needs and support new users of low-risk products; • Optimization and automation of current processes; • Monitoring procedure execution, along with the development and implementation of new innovative processes; • Development/Deployment of solutions aimed at retaining and expanding consumer base; • Collaborating with various company departments to expedite technical and business decision-making; • Increasing the conversion rate via tools deployed to the market; • Managing remote care communication channels with customers; • Budget management responsibility to ensure optimal resource allocation within the division; • Managing remote communication channels with customers; • Preparing presentations and reports within the scope of responsibility. Who we’re looking for: • Experience in managing customer-oriented programs and tools; • Experience in developing and implementing new business models tailored to unique customer needs; • Experience with remote communication channels (e-mail, SMS, Social Media platforms); • Ability to handle incidents and problem-solving, managing complex situations; • Skill in overseeing team tasks, evaluating their impact, and refining approaches for optimal outcomes; • Practical experience in effective use of CRM or a solid understanding of CRM operations; • Skills in providing periodic and one-time reporting as requested; • Proficiency in reporting tools (ex. PowerBI); • Managing conversion metrics; • Experience in adapting global processes for the local market and successful project implementation; • Proficiency in English, both written and spoken, for effective communication; • Managing key quality assessment metrics for operators or channels (CES, CSAT, NPS); • Familiarity with understanding of data handling, database management, integration of systems/platforms, and understanding of reporting systems (e.g., Power BI, Tableau) for providing process analytics; • Experience in digital content creation. What we offer: • An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress; • An opportunity to build an international career and for cross-functional moves; • Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more. Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 8 consecutive years as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards. Relocation support is not available for this job.