Customer Care Operations Manager

Customer Care Operations Manager

Philip Morris International
Not Specified
Not Specified

Job Description

Be a part of a revolutionary change

At Philip Morris International, we've chosen to do something incredible. We're totally transforming our business and building our future on smoke-free products with the power 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.

As a Customer Care Operations Manager, you will have a pivotal role to lead the deployment and execution of the IQOS Customer Service strategy to deliver a multi-channel service offering and outstanding Customer Service Centre model across multiple GCC markets.

Your day to day
. Champion Omni-channel care and a consistent customer experience across all consumer touchpoints (Web, Email, Social, CSC, F2F) Lead development and localization of operational care fit for Omni-channel B2C use. Lead the deployment and continuous improvement of programs/services.
. Focus on Digital Care strategy and solutions to increase service quality and reduce service costs. Lead the strategy and execution of digital care touchpoints including Social Care (Twitter/Facebook) and the website support page.
. Lead market product care practices and governance which enhance customer satisfaction while creating efficiencies and minimizing costs
. Lead the operational deployment of all programs performed via the customer service center channel. Evaluate and refresh processes periodically to ensure the health of the process is sound and always adheres to SOPs.
. Challenge and improve the performance and development of vendors (LSP/CSC/PSP) to ensure B2B consumers needs are heard and met.
. Define, lead and report on program critical metrics in a digestible and practical format to the wider business to highlight program performance and priority areas of focus Use Care data as a key catalyst for evaluating improvement and customer frustration
. Supervise and drive performance of the local customer care team to ensure each market SLA's observed and targets met.
. Work cross-functionally with Markets, Distributors, Vendors, Hub teams etc. to ensure the voice of the customer is represented in planning of programs and projects as well as the creation and improvements of service offerings

Who we're looking for
. College / university degree. MBA would be an asset
. Experience in managing a customer care team and strategic customer care programs preferably in FMCG, Logistics, or Telecommunications industry
. Previous experience in handling and analyzing sensitive/confidential information from varied sources
. Planning & organization experience with strong problem solving & analytical skills
. A systematic and logical approach to problem solving and a capacity to work around problems
. Ability to adapt and respond quickly to a constantly evolving environment with a consumer-centric mindset
. Excellent command in English (written and spoken), Arabic is a plus

What we offer
Our success depends on the people 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 and scale provides endless opportunities to progress.
. Take pride in delivering our promise to society: to deliver a smoke-free future

Job Details

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Philip Morris International (PMI) is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. 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. PMI's smoke-free IQOS product portfolio includes heated tobacco and nicotine-containing vapor products. As of July 2020, PMI estimates that approximately 11.2 million adult smokers around the world have already stopped smoking and switched to PMI’s heated tobacco product, which is currently available for sale in 57 markets in key cities or nationwide under the IQOS brand. For more information, see our PMI ( and PMIScience ( websites.

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