Supervisor Customer Care & Ret..., Yerevan, Armenia

Category Smoke-Free Products
Standard
Location Yerevan, Armenia
Job Id 5803
Job Type Full Time


We are looking for a dynamic and results-driven Supervisor Customer Care & Retention to spearhead strategies for customer services and sustained engagement, enhance customer engagement and transition pathways, and oversee the operations of our contact center. This role is integral to enhancing the consumer journey and delivering exceptional service through data-driven insights and cross-functional collaboration.


Key Responsibilities:

Retention and Conversion Strategy:
Design and implement targeted programs such as post-purchase care programs and post-90-day consumer management.
Address consumer abandonment and enhance engagement success rates across customer relationship management (CRM), retail, and digital channels.
Optimize retention strategies by embedding them into the consumer journey from Day 0.

Contact Center Management:

Ensure seamless operations across all contact center touchpoints (inbound, outbound, chat,).
Develop training programs to enhance team capabilities.
Drive KPIs such as Net Promoter Score (NPS), a measure of customer satisfaction, First-Call Resolution, and Customer Satisfaction Scores (Customer Satisfaction Scores (CSAT)).

Consumer Programs and Analytics:

Manage engagement programs, trade-in initiatives, and customer retention initiatives.
Utilize advanced analytics for audience segmentation and predictive insights.
Present actionable insights and reports to senior stakeholders.

Collaboration and Leadership:

Collaborate with marketing, digital, and consumer experience teams to align initiatives.
Lead cross-functional projects to optimize the consumer journey.
Build and manage a high-performing team with a focus on accountability and innovation.

Key Qualifications:

Experience:
3-5 years of experience in customer service, sales, marketing, or operations, preferably in consumer-facing industries like retail, FMCG, or telecommunications.
Experience with contact center operations and CRM platforms is a plus.
Education:
Bachelor’s degree in Business Administration, Marketing, Economics, or related field (or equivalent experience).
Professional certifications in CRM, digital marketing, or analytics are advantageous.

Skills:

Advanced PC user (Microsoft Office Suite - Excel, Word, PowerPoint)
Proficiency in analytics tools (Google Analytics, Power BI) and CRM systems (e.g., Salesforce, HubSpot).
Strong communication skills in English (written and verbal).
Exceptional analytical and problem-solving capabilities.

www.pmi.com

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