Position Title:  Customer Care Program Lead

At PMI, 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 improve the lives of a billion smokers worldwide. 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 Program Lead, you will be responsible and will lead all new programs/projects related to Customer Care (local, regional and global), ensuring both successful implementation of these programs while maintaining excellent customer experience at all times.

Your ‘day to day’

You will be responsible to:

• Plan and manage customer care projects (on behalf of the commercial owner and customer care head), within defined scope, timelines and budget. This includes framing and scoping the problem statement, build requirements on deadlines and schedules, enable resource management, work with cross-functional stakeholders (including leadership), identify dependencies, reduce risks and drive the initiative progress on a frequent basis.
• Building strong, collaborative relationships across program owners, third-party partners and external vendors at the team and organizational levels for successful implementation of campaigns. Drive communications strategy for the initiatives, qualitative and quantitative analysis of the program performance, and track/ensure program and customer impact.
• Ensure success of campaign and programs delivered through monitoring and taking the necessary actions for improvements by formulating hypotheses, designing tests, and using problem-solving techniques to evaluate solutions. Collaborate cross-functionally to improve existing programs and challenging the status-quo.
• Execute lessons-learned from projects/programs that are rolled out to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve overall customer experience.
• Ensure impact analysis conducted on customer care operational and performance matrix before program rollout (i.e. KPIs such as Productivity and AHT) and risks mitigated for minimal impact.
• Apply change management techniques to ensure adaptation of programs rolled out to help ensure a beneficial transition while mitigating disruption to the organization and customers.

Who we’re looking for

• Degree or any related course in Management or Service Industry.
• Experienced in managing programs/projects with thorough understanding of program/project management techniques and methods.
• Excellent knowledge of performance evaluation and change management principles.
• Experience in curating processes and managing people at multiple levels.
• Proven track record of leading change management projects and deploying and managing change in a multi-dimensional matrix environment.
• Attention to details
• Agile, flexible and tenacious and ability to work in a dynamic fluid environment