Position Title: Customer Care Digitalization & Telesales Lead
Kuala Lumpur, 10, MY, 47800
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Be Part of a Revolutionary Change
At PMI, we're transforming our business to deliver a smoke-free future. This transformation creates exciting opportunities to innovate, grow, and make a meaningful impact. Join our dynamic Digital team and help shape the future of customer engagement through technology, data, and consumer-centric solutions.
Your Day-to-Day
Lead the transformation of Customer Care through digitalization and the development of a scalable, compliant telesales capability. Integrate AI, self-service, omnichannel engagement, and assisted sales into customer care operations to improve consumer experience, operational efficiency, and commercial performance. Own the telesales strategy and operating model across lead management, inbound and outbound sales journeys, conversion, retention, and post-sale handover.
Key Responsibilities
Customer Care Digitalization
- Execute the digital customer care roadmap, integrating AI, self-service, automation, and omnichannel solutions.
- Lead implementation and enhancement of digital care platforms and tools.
- Drive AI-powered initiatives to improve service quality and efficiency.
Telesales Strategy & Revenue Growth
- Define and execute telesales strategy across inbound and outbound channels.
- Drive acquisition, conversion, retention, reactivation, upsell, cross-sell, and cart recovery programs.
- Align campaigns, offers, scripts, workforce planning, and sales execution with business stakeholders.
- Monitor performance and mitigate risks impacting service, compliance, and revenue.
Performance & Analytics
- Establish customer care and telesales performance frameworks, KPIs, and reporting cadence.
- Track metrics including service levels, quality, NPS, conversion, retention, productivity, ROI, and sales effectiveness.
- Build dashboards and actionable insights for leadership and operational teams.
- Use analytics to identify gaps, improve journeys, and optimize performance.
Cross-Functional Leadership & Continuous Improvement
- Translate business objectives into customer journeys, operating procedures, training plans, and system requirements.
- Manage stakeholder alignment, governance, dependencies, and execution readiness.
- Drive continuous optimization through customer feedback, quality reviews, testing, and industry best practices.
BPO Governance
- Oversee BPO partner performance to ensure service quality, compliance, productivity, and cost-effectiveness.
- Govern SLAs, KPIs, quality frameworks, training, workforce planning, and escalation processes.
- Lead performance reviews and improvement initiatives to strengthen capability and business outcomes.
Who We're Looking For
- Degree in Management, Business, Service Industry, or related field.
- 5+ years of experience in customer care, telesales, contact center operations, digital transformation.
- Experience managing inbound or outbound telesales operations, lead management, conversion, retention, and sales performance.
- Strong background in customer care transformation, project management, and BPO governance.
- Knowledge of CRM or SFDC, contact center, telephony, workforce management, and reporting platforms.
- Experience implementing AI or automation solutions such as chatbots, agent assist, conversational analytics, or next-best-action tools.
