Manager Customer Care

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. Our success depends on people who are committed to our purpose and have an appetite for progress. The Manager of Customer Care will oversee all remote human-interface service channels (inbound and outbound), based on the defined strategy. Develop and deploy strategic commercial programs, projects and initiatives to deliver the best-in-class consumer experience within the channel, in order to achieve channel P&L, commercial performance and NPS. Your ‘day to day’: • Deploy commercial programs, projects and initiatives across customer service channels (in-house and outsourced) ensuring effective execution of the Consumer and Customer Journeys to enable seamless omni-channel consumer and customer experiences and achieve Brand, Customer and Consumer Experience (NPS) and commercial targets • Participate in commercial programs, projects and initiatives from idea generation to go-to-market (GTM), as defined by the market commercial governance, providing deep channel expertise. • Provide channel specific consumer insights leveraging outcomes of huddles and NPS inner loop practices, to support Consumer Experience in identifying and addressing experience gaps and opportunities • Deliver on-brand service experiences ensuring the application of Brand, Marketing and Consumer Experience guidelines (B2C and B2B(2C)) • Deploy global processes and knowledge management for customer service with respect to local consumer requirements and service model • Continuously optimize channel productivity and operational effectiveness • Provide input to the Head of Customer Care on the optimal in-house/outsourced mix, external partners selection and contracting and channel development, with the analytical support of Commercial Planning. • Identify opportunities to digitalize the channel through the adoption of CRM & customer service platforms (e.g. ServiceCloud) new features/releases and define requirements for future improvement (Commercial Planning to own the roadmap across all channels) • Drive complementary e-order support strategy to ensure orders are placed in a timely manner, implement and drive telesales execution (where applicable) • Operationalize pre-determined business builder call mission support to drive efficiencies • Ensure a high quality, engaged and skilled front line (directly or indirectly employed) applying all people management levers (communication, recognition, reward, training, performance management, etc.) Who we’re looking for: • Bachelor’s Degree with 8 or more years of experience in vendor management, customer service and customer retention and acquisition. • Experience with Customer Service Platforms (Salesforce, etc.) is preferred • MBA Preferred but not required. • Legally authorized to work in the US. Annual Base Salary Range: $124,000 - $170,500 #LI-Hybrid What we offer • We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more! • We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. • 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. • Take pride in delivering our promise to society: To improve the lives of a billion smokers. PMI is an Equal Opportunity Employer PMI Global Services Inc. and PM Global Brands Inc. are a subsidiary of Philip Morris International Inc. Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company, its shareholders, and its other stakeholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, as well as smoke-free products, associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. In addition, PMI ships versions of its IQOS Platform 1 device and consumables to Altria Group, Inc. for sale under license in the U.S., where these products have received marketing authorizations from the U.S. Food and Drug Administration (FDA) under the premarket tobacco product application (PMTA) pathway; the FDA has also authorized the marketing of a version of IQOS and its consumables as a Modified Risk Tobacco Product (MRTP), finding that an exposure modification order for these products is appropriate to promote the public health. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI's smoke-free product portfolio includes heat-not-burn and nicotine-containing vapor products. As of September 30, 2022, PMI's smoke-free products are available for sale in 70 markets in key cities or nationwide, and PMI estimates that approximately 13.5 million adults around the world, excluding Russia and Ukraine have already switched to IQOS and stopped smoking. For more information, please visit www.pmi.com and www.pmiscience.com. Philip Morris International is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, PMI recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company’s discretion.