Position Title:  RRP Retention Lead

Philip Morris International is looking for RRP Retention Lead.

Role Purpose

The Customer Care & Conversion Lead is responsible for designing and managing consumer conversion and retention strategies, ensuring high quality contact center operations, and driving respective programs across all channels.

Key Responsibilities:

• Manage cross‑functional collaboration, lead a high‑performing team, and manage key external partners.
• Plan and optimize Retention and Conversion programs across all channels, develop audience segmentation strategies, and manage program budgets to ensure efficiency Lead multi-channel contact center operations (calls, chat, email etc.)
• Monitor KPIs (NPS, CSAT, AHT, FCR, SL, Abandonment) and ensure readiness of CRM and operational systems (CRM, CTI, Salesforce, Twilio)
• Ensure compliance with PMI, regulatory, and privacy standards
• Use consumer data, insights, and predictive models to guide decisions and conduct segmentation, track engagement, evaluate ROI
• Develop and deploy consumer experience programs and oversee device care services

Requirements:

• Bachelor’s degree in marketing, Business Administration, or related fields
• Certifications in analytics, CRM, or digital marketing are a plus
• 3–5 years in customer service, operations, sales, or marketing
• Experience with consumer engagement or loyalty programs preferred
• Excellent English (written and spoken)
• Experience leading small teams or projects
• Strong cross functional cooperation and stakeholder management skills
• Customer Centric approach and strong problem-solving ability
• Contact center background is an advantage

Skills & Competencies:

• Familiarity with CRM systems (Salesforce, HubSpot) - advantage
• Analytical mindset: knowledge of Power BI or Google Analytics
• Strong MS Excel, PowerPoint, and general digital literacy
• Ability to work with consumer data and extract insights