Retention Executive, Yerevan, Armenia

Category Smoke-Free Products
Standard
Location Yerevan, Armenia
Job Id 4860
Job Type Full Time

Philip Morris Armenia is seeking a dedicated Retention Executive to join our dynamic team. This role is pivotal in delivering exceptional customer care services to both B2B and B2C channels, aiming to enhance customer loyalty and advocacy through innovative and premium services.


Key Responsibilities:

Retention Program Development:
Develop and implement customer retention programs aligned with the business model.
Maintain active database engagement by outbound and digital campaigns.
Monitor and analyze field deployment programs, suggesting further development plans.
Oversee the deployment and quality assurance of multiple channels to ensure alignment with retention programs
Track customer experiences across all channels, aligning strategies with marketing initiatives.
Analyze customer data to improve current experiences and predict future needs.
Prepare reports on customer feedback, perform product tests, and facilitate service improvements.
Evaluate resource requirements for activities to enhance efficiency.
Collaborate with other business functions to achieve goals and ensure high-quality execution.


Customer Care Services:

Maintain up-to-date information on providers and consumers, enhancing communication channels.
Coordinate customer care programs, focusing on onboarding new consumers.
Respond promptly to non-standard situations, collaborating with various departments for resolution.
Track key customer care metrics, provide insights, and contribute to service quality improvements.


Market Activities Management:

Manage in-market retention activities, device upgrades, upsell, customers’ churn management.
Oversee third-party involvement in retention activities.
Understand market requirements and design service practices aligned with customer needs and global guidelines.
Develop rapid response practices for potential crises.
Collect and analyze findings, providing insights to other departments.
Monitor critical metrics and ensure objectives are met in compliance with laws and PMI procedures.

Skills and Qualifications:

University degree, preferably in Marketing.
At least 2 years experience in (digital) Marketing or Project management
Strong project management skills, experience in launching products/tools from scratch, and commercial function experience is an advantage.
Proficient in Armenian, English, and Russian.
Advanced PC user (MS Office, basic coding/programming, digital projects).
Excellent communication, analytical and presentation skills.
Strong empathy, understanding of omni-channel business models, and ability to work with diverse teams. Creative, independent, detail-oriented, and critical thinker.
If you are passionate about enhancing customer experiences and have the skills to drive retention strategies, we encourage you to apply and join our team at Philip Morris Armenia.

www.pmi.com

Связаться с автором