Position Title:  Manager Customer Care

BE PART OF A REVOLUTIONARY CHANGE

At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose; we are redefining the tobacco industry and leading the charge towards a smoke-free future.

As a Manager Customer Care, you will play an integral role in delivering best-in-class end-to-end consumer experience and ownership of the Customer Care function across CSC lines of business (inbound, outbound and value creation / e-commerce order-on-behalf) and touchpoints (voice, live chat, email, social media), product care and device reverse logistics, through strong vendor management and governance, customer sentiment management, cost-efficient service and commercial performance. 

Job Responsibilities

You will be responsible for:

• CONTACT CENTER OPERATIONS: Manage contact center operations through process and vendor governance, by monitoring and measuring KPI's and metrics needed to achieve quality and operational targets, and by working closely with external and internal Customer Care stakeholders to ensure contact center performance consistent with PMI global standards
• CSC CHANNEL OWNERSHIP AND REVENUE GENERATION: Deliver the defined consumer experience for the Customer Care channel and programs, by monitoring and ensuring that the call center meets daily operational, productivity, quality and overall performance KPIs
• SENTIMENT MANAGEMENT: Analyzes CSC data and Voice of the Consumer feedback to identify pain points and consumer sentiment, and coordinates with SFP teams to address customer complaints
• QUALITY AND CONTROLS: Ensure that Customer Care Opreations is compliant with the Global SOP for Quality by conducting regular audits of the contact center's quality team
• PROJECT MANAGEMENT: Lead and successfully implement projects in the Customer Care function including orchestration among SFP and crossfunctional stakeholders, risk and issue management, while ensuring that expected benifits are realized
• PRODUCT CARE AND REVERSE LOGISTICS: Overall accountable for SFP product care including replacement, return and refund of SFP products and reverse logistics, in line with PMI SOPs and policies

Requirements

To be successful in this role, you will need:

• 5-8 years experince in management of contact center operations, either inhouse or outsourced, including vendor management with specific focus on both inbound and outbound multi-channel delivery.
• Results driven mindset with strong leadership abilities to motivate a large team, including -1 and -2 levels
• Building strong relationships across functions at all levels, internally and externally
• Consumer Experience and/or Customer Relationship Management experience
• Large scale project management experience

Why Join Us?

At PMI, we prioritize equal employment opportunity, inclusion, and workplace diversity. Our aim is to foster an environment that allows our global employees to be authentic, excel, collaborate, and inspire the innovation and consumer-centricity essential to realize our smoke-free future vision. To support this, we offer our people above-market Compensation & Benefits packages

• Guaranteed 14th month pay
• HMO coverage for you and your qualified dependents
• PhP 10,000 annual medical reimbursement
• Annual performance-based variable pay
• Annual performance-based merit increase
• Retirement plan
• Leaves conversion

At our company, we prioritize understanding individual circumstances, appreciating differences, and treating everyone with fairness and respect. We strive for an inclusive environment where every voice is valued, irrespective of gender identity, age, race, nationality, ethnicity, sexual orientation, religion, disability, or any other distinguishing feature. Our workforce management practices have been globally acknowledged by the Top Employer Institute and the Equal Salary Foundation.