Position Title:  Retention Executive

At Philip Morris International, we are committed to excellence and innovation. As a Retention Executive, you will play a crucial role in crafting the customer experience and building emotional connections with our brand. This position offers an outstanding opportunity to be part of a world-class team that values collaboration and strives for flawless execution in all our initiatives.

Job Responsibilities

As a Retention Executive, you will:

• Support launch, development, and deployment of Retention Programs
• Define directions for Customer Feedback Management Program development, launch, improvement, and maintain program deployment
• Cooperate with Service Design, Retention, Acquisition, Marketing, Digital, and other teams to support creation of Retention Programs deployment plans across multiple channels
• Support creation of operating flows and scripts for front liners to deploy Retention Programs in different offline and online channels
• Develop Retention Programs guidelines for regional teams and ensure compliance in the execution
• Ensure delivery of business processes, reporting, and analysis
• Define monitoring requirements for Retention Programs and improve existing methods to understand the impact on customer experience and important metrics.
• Contribute to the definition of front liners' skills requirements and training needs
• Coordinate third-party suppliers through the process of Programs development and materials production
• Coordinate Programs budget and develop Retention Programs performance reports

Requirements

We are looking for an outstanding candidate who has:

• Strong background in execution and optimization of B2C programs in offline and online channels
• Leading experience in project maintenance within multifunctional teams
• Ability to bring to bear data and technology to build relevant and engaging customer experiences
• Highly customer-focused approach
• Strong communication and collaborative skills
• Attention to detail combined with a structured approach to projects and critical thinking
• Committed attitude, drive for results, and independence in execution
• Advanced English & Azeri proficiency; knowledge of Russian is an advantage

Join us and contribute to our ambitious goals! Your expertise and passion will help us successfully implement and continuously improve our Retention Programs. Together, we will build a seamless and meaningful experience for our customers across all channels!