Head CRM & Consumer Journey

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 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. TERMS OF EMPLOYMENT - Contract Type : Permanent - Work location : Philip Morris Korea, 10, Gukjegeumyung-ro, Yeongdeungpo-gu, Seoul, Korea YOUR ‘DAY TO DAY’ The Head of CRM leads the entire strategy, planning, deployment and working hand in hand with the other execution channels in data collection on consumer insights concerning overall CRM and the business as a whole. This is for the purpose of ensuring that there is a consistency in data-driven decision making and strategy formulation within the CRM department, and governs all CRM outbound communications to consumers. 1) Develop, manage, deliver insights and implement segmentation within PMK's database while defining the best strategy to connect channel and content - for the right messaging, delivered in the right form, at the right time, for the right person. This will cover the goal of encouraging customer acquisition, customer retention and customer loyalty. 2) Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information across omni-channel in the customer life cycle. Ensuring best practices for various CRM formats (on/offline) across omni-channels, and continuously offer 'Next Best Action' for the campaigns or CRM journeys. 3) Working closely with all departments to ensure the CRM works effectively for all aspects of the company - High interaction with Channels (offline and online) and CSC. Monitor campaigns and promotions and identify ways to maximize customer lifetime value strategies ensuring maximum profitability. Act as an advisor to local teams (incl. digital, RRP and commercial team) to identify most relevant consumers, format/layout and promotions. In addition CRM team will work closely with marketing to develop content based on CRM journey's that achieves the specific objective spelled out during the development of each journeys. 4) Analytical responsibilities to undertake rigorous monitoring and evaluation of CRM communications in order to measure ROI, prioritize resources, and enable continuous improvement in consumer acquisition and retention initiatives. At this capacity, the Head of CRM also conducts consumer experience research, consumer segmentation, and consumer roadmap analyses when needed. 5) Customer Journey Mapping analyzing opportunities, gaps, strengths and weaknesses of each stage of the CJ including developing a quarterly report on status of CJ. Managing the NPS system to deliver insights, and develop new NPS in the system upon request from related teams, or projects. 6) Ability to work with limited direction, often within a complex and ambiguous environment. 7) Regularly review team performance, provide constructive feedback, recognize and appraise good performance and promote a team spirit in order to establish motivating working environment and superior team performance and achievement of set objectives. WHO WE’RE LOOKING FOR - University degree in Business Administration/ Marketing with minor in Information Systems Management, Technology Management or related field. Dig Data expertise as a plus. - Total 12+ years of experience - 5+ years of experience in CRM working in a fast-paced and competitive market setting is must - People managing experiences is must - Solid background in customer acquisition strategies - Technical expertise with CRM and analytical systems - Strong communication skills along with a customer-oriented attitude - Strong attention to details. - Proficiency in English and Korean Language 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. - Be able to work in flexible work schedule (half-day Fridays), and receive competitive compensation & benefits including Group life and accident insurance, Welfare card etc. HOW TO APPLY - Go PMI career site, "www.pmi.com/careers" and set ‘South Korea’ and search for the job - Click ‘Apply Now’ button and ‘Upload a File’ for new applicants - Upload your English Resume either in Word or PDF format (merge your files into one file named as your English name, i.e., CV Gildong Hong) - Fill in basic information such as employment and education - Create password and submit application At PMI, we are committed to equal employment opportunity and inclusion and workplace diversity. Our focus is on creating an environment where our employees from across the globe can be their true selves at work, contribute their best, support each other, and drive the innovation and consumer-centricity needed to help us to achieve our vision of a smoke-free future That means a work environment where personal situations are understood, differences are valued, and everyone is treated with fairness and respect. We are promoting an environment where every voice is heard and valued, regardless of gender identity, age, race, nationality, ethnicity, sexual orientation, religion, disability, or any other characteristic that makes them visible or invisible.