We are at the forefront of a revolution in the Tobacco industry; IQOS and our Reduced Risk Products (RRPs) change everything. Developing customer services and operating direct Business-to-Customer (B2C) channels plays a key role in the commercialization of our RRPs in all our launch markets. We are passionate to serve all our external and internal customers worldwide, committed to provide them with the best solution for their needs. In order to constantly improve, we are building a strong team of experts to listen and understand what our customers need and to develop the right services along the whole customer journey, adapting them to local requirements, supporting markets with the roll-out and continuously improve them. For our Customer Care team in Lausanne we are therefore looking for a Manager VOC. In this position, you will be responsible to develop, harvest and leverage Care data mining, Care operations & competitive care intelligence across channels and touchpoints to identify key opportunities for improving the customer experience (prevent pain points, create delight) in support of the company's Customer Centricity strategy and with special focus on service. You will advocate for customers, work cross-functionally with business partners to affect change via product, services, processes, systems, etc. to improve the customer experience, all through the eyes of our customers. You will be in charge to: • Shape the end-to-end customer care experience and globally define target care experiences across all touch-points and along the whole journey • Contribute to define and execute the Global Care Strategy across all touchpoints, permanently monitoring achievements vs objectives to timely advice adjustments either in the definition or implementation of the strategy • Consistently and continuously evaluate the care experience enablers, processes, journey maps in each and all touchpoints, to develop efficiencies and drive improvement initiatives, leveraging voice of customer information, service operations data and competitive, industry trends. • Drive new thinking to significantly improve the customer care experience, leveraging Omni channel customer feedback (VOC), knowledge & business needs, • Decide the introduction of new/ additional methods and tools to drive insight gathering and partner with other global functions to understand customer feedback and, offer/ advocate insights into voice of the customer and loyalty (Design User Experience, R&D, etc.). • Analyze global information, evaluate results, and synthesize findings as well as connect dots between research, analytics, and business goals to develop and communicate customer experience insights (across channels) that inform business strategy and service design actions. Partner with reporting teams and lead the creation of care experience's dashboards & analytics for regular management/ ongoing stakeholders (program owners, etc.) reporting. • Decide the need and level of activation of the Care Labs organization and design and plan the investigation, leading & managing vendors and Care Lab organizations in the execution of customer surveys • Lead a project team of digital experts, data architects, data scientists, suppliers etc for the implementation and continuous improvement of interactions analytics tools in B2C environments, not only for insights gathering but also for real time prediction of customer next action You will need: • Customer insights experience; trained in the use of basic CX concepts such as journey maps, design thinking, path to purchase, customer experience metrics and measurements • Experience implementing a consistent approach to gather customer feedback data across all touch points and channels • Project management • Relevant background includes Consumer Electronics, Finance & Insurance, E-commerce, Telecom, Subscribed Services; Management Consulting experience in above mentioned industries also relevant • Other skills include: o Customer Focus, ability to estimate impacts to customer experience based on changes to customer journey and touchpoints and survey engagement o Strategic Thinking, capable to think conceptually, systematically, and opportunistically with regard to the attainment of success in the future o Insights Gathering, strong analytical & research skills, able to generate and gather ideas from multiple sources and prioritize and define insight exploration projects that will deliver actionable customer & business intelligence o Project Management, able to deliver comprehensive and effective end to end Project Management activities; effectively identifying the key points, dependencies, risks and business impact assessments. o Communication, ability to engage project stakeholders, ensuring inclusion and effective communication to invest a team in the objective o Drive for results, ability to work in a fast-paced environment with strong problem solving skills o Time management & prioritization, able to plan and delegate effectively in order to assure quality and timely delivery of expected outputs • College / University Degree, Executive MBA is a plus • Fluent both written and spoken in English • Travelling up to 40% of working time will be required PMI is the world’s leading international tobacco company, with six of the world's top 15 international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including Marlboro, the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term PMI uses to refer to products with the potential to reduce individual risk and population harm in comparison to smoking cigarettes. Through multidisciplinary capabilities in product development, state-of-the-art facilities, and industry-leading scientific substantiation, PMI aims to provide an RRP portfolio that meets a broad spectrum of adult smoker preferences and rigorous regulatory requirements. PMI is an Equal Opportunity Employer. For more information, see www.pmi.com and www.pmiscience.comApply now
