rNPS Manager

rNPS Manager Location: Mexico City 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. If you’re a forecaster and forward-thinker, you can make a huge impact, creating sales strategies across all markets. But, here, your innovation will do more than just improving sales. You’re not persuading someone to savings account or try a new drinks brand. Purpose of the Job: Implement Retailer NPS strategy and processes for CSC, Field Sales Force, DTE and Brand Communication through OPEN page. Enhance current scope of work implemented by global and Mexico, in order to ensure accurate and constant feedback collection. Align operative processes as a result of feedback collection to ensure actions are taken for detractors. Implement a processes and extended core team to effectively solve pain points faced on CSC, FSF, DTE and Brand Comms Align communications with global teams to align the standard operative processes with the one we are implementing in our market. Accountabilities: • rNPS project implementation and improvements • Negative sentiment management for operative solutions to our retailers • Alignment on the operative improvements and being the guardian of the retailer experience • Led the rNPS board(monthly) and Omnichannel focus group (weekly) and involve the main stakeholders on relevant decisions for our retailers • Led the communication with global teams to align standard operative processes on the market • Pain points management project and processes definitions. Who we’re looking for: Education: Bachelor´s degree – Marketing, Economics, Business Administration or other commercial areas Experience: NPS implementation Operative improvements Customer experience journey mapping Project management Will be a plus if: Experienced in Call Center Operative Processes and Retail Operations What we offer: Our success depends on our talented employees who come to work here 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. • Take pride in delivering our promise to society: to deliver a smoke-free future.