Position Title:  Executive Retenție SFP

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Retention Executive 

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are 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. 

What You’ll Do

• Own and drive the end-to-end retention strategy across channels and platforms, ensuring alignment with overall business and CX objectives.
• Design, implement and continuously optimize retention programs, including loyalty club, warranty, trade-in and post-purchase engagement, to strengthen consumer loyalty.
• Lead retention-related initiatives across the full consumer journey, ensuring smooth transition from conversion to long-term usage and advocacy.
• Develop and implement Next Best Action logic to deliver relevant, timely and personalized consumer interactions.
• Define retention KPIs and performance frameworks; proactively monitor, analyze and improve results.
• Leverage consumer data, insights and feedback loops to refine segmentation, identify churn risks and improve consumer lifetime value.
• Ensure omnichannel integration of retention activities to maximize impact and efficiency.
• Take ownership of key CX programs or strategic workstreams, ensuring alignment with broader business priorities.
• Proactively propose and implement improvements that strengthen consumer impact and business contribution. 

Skills & Capabilities

• Strategic & analytical thinking with the ability to translate consumer insights and data into actionable retention strategies.
• Strong consumer journey & CRM understanding, including segmentation, personalization and Next Best Action approaches.
• Program & project management skills, with the ability to drive initiatives end-to-end and manage cross-functional dependencies.
• Performance-driven mindset, with strong capability to define KPIs, monitor results and continuously optimize retention programs.
• Strong collaboration and stakeholder management skills, combined with ownership, autonomy and a proactive approach to problem solving.