Supervisor Customer Care RRP (reduced-risk products)

Be a 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 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.
Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model – and our Customer Centric Organisation team is driving that commercial transformation. Their role is to understand customer conversion journey, customise PMI’s approach for the Swedish market and find the best ways to convert legal age smokers to reduced-risk products.
We’re looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you are passionate about improving the customer’s experience and love the consumer contact, this is a career-changing opportunity to continue to build our consumer centric care team and help to create a smoke-free future.
Your ‘day to day’
This position will help manage and implement the CSC strategy together with the Care team and Customer Care Manager. You will work on daily development and improvements for all channels, both inbound and outbound.
This position will be responsible for the Care-setup to our latest new reduce risk product, from coaching to setting routines and processes to build a customer care out of the ordinary.
You will also be responsible for coaching and guiding care agents daily and will follow up on KPI deliverables. Through weekly channel quality monitoring and striving for continuous improvements you will develop and adjust our approach to the consumer.
Your responsibilities will include:
• Identify and roll-out relevant customer care programs
• Create and lead local customer care guidelines based on local campaigns and rollouts
• Mentor and lead your customer care agents via third party vendor
• Ensure training and development is delivered in all customer facing channels
• Monthly and weekly critical metric reporting and analysis
• Be the speaking partner towards out third party vendor to ensure the customer care setup
• Build and create the care setup for our new products, including system setup, talking points, routines and processes.
• Monitor global CSC’s performance to ensure local CSC (both inbound and outbound) is aligned in order to implement successful activations and delivery of all critical metrics
• Organize and continuously improve effective and efficient activations and collaborations with the global CSC partner to support commercial activities
Who we’re looking for
• Strong experience in customer service management with at least 1 year at a supervisory level
• Experience from Customer Care critical metric follow up
• Experience from inbound and outbound consumer contacts
• Passion for coaching and developing employees
• Ability to work under high pressure environments
• Strong experience in project management
• An eye for details and ability to continually improve processes and ways of working
• Prior experience of working with a third party vendor, partner management and follow up on SLA´s and deliverables
• An ability to have fun at work but also able to deliver on a deadline
• Proficiency in both Swedish and English languages is a must
What we offer
Our success depends on the talented employees who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:
• 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: deliver a smoke-free future
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