Position Title:  Outbound Performance Manager

Job title – Location

Be a part of a revolutionary change! 

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. 

With huge change, comes huge opportunity. So, if 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. Our success depends on people who are committed to our purpose and have an appetite for progress.  

Our beautiful HQ in Stamford, CT is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC. 

The Customer Care Team is the voice of our US brands operating on the front-line consumer engagement channels. We are looking for a dynamic and results-driven Performance Manager – Outbound Sales & Service, to focus on our phone and SMS consumer engagement channels. The ideal candidate will be responsible for driving product adoption and conversion, managing the success of leads, and developing a journey-focused outbound program aligned with our CRM system. This role requires designing and implementing strategies to drive execution with a relentless focus on the consumer journey.  This role requires a strong understanding of performance management and outbound sales and servicing processes and digital tools from end to end.

Your ‘day to day’

• Develop and implement strategies to increase product adoption and conversion rates.
• Monitor and analyze performance metrics to identify areas for improvement.
• Collaborate with marketing CRM, and CX teams to create targeted campaigns and initiatives.
• Partner with frontline field teams to manage and route qualified leads, ensuring timely, qualifying, and effective follow-up.
• Utilize Salesforce and other system tools to track and manage leads throughout the sales funnel.
• Develop and maintain a lead quality system/framework to prioritize high-potential leads.
• Design and execute a journey-focused outbound program that aligns with customer needs and preferences.
• Develop scripts and talking points for outbound calls to ensure consistent and effective communication.
• Monitor and adjust the outbound program based on performance data and customer feedback.
• Ensure all outbound activities are aligned with the CRM/Customer Service platforms to maintain accurate and up-to-date customer information.
• Collaborate with IT and CRM teams to optimize the use of CRM tools and features.
• Provide training and support to contact center agents on CRM best practices.
• Develop and implement performance management reporting processes and KPIs to track and improve agent performance.
• Conduct regular performance reviews and provide feedback and coaching to vendor partners.
• Identify training and development needs and coordinate with the training team to address them.

Who we’re looking for:

• Bachelor’s Degree
• 5+ years of experience in an outbound call center environment
• Experience with Salesforce or similar CRM platforms a plus
• Legally Authorized to work in the U.S. now and in the future without sponsorship

Annual Base Salary Range: $123,750 - $165,000

What we offer  

• We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!  
• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. 
• 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 size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: To improve the lives of millions of smokers.

PMI is an Equal Opportunity Employer. 

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 2,300 employees.  

PMI has been an entirely separate company from Altria and Philip Morris USA since 2008. PMI’s affiliates first entered the U.S. market following the company’s acquisition of Swedish Match in late 2022. 

Philip Morris International and its U.S. affiliates are working to deliver a smoke-free future. Since 2008, PMI has invested $12.5 billion globally to develop, scientifically substantiate and commercialize innovative smoke-free products for adults who would otherwise continue to smoke with the goal of transitioning legal-age consumers who smoke to better alternatives. In 2022, PMI acquired Swedish Match – a leader in oral nicotine delivery – creating a global smoke-free champion led by the IQOS and ZYN brands. The U.S. Food and Drug Administration has authorized versions of PMI’s IQOS electronically heated tobacco devices and Swedish Match’s General snus as Modified Risk Tobacco Products and renewal applications for these products are presently pending before the FDA. For more information, please visit www.pmi.com/us and www.pmiscience.com.