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 one clear purpose – to deliver a smoke-free future.
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.
Your ‘day to day’
In this role with Philip Morris Malaysia Sdn. Bhd., you will lead the global transformation project of Customer Service Care by driving digitalization initiatives that integrate AI, self-service, and omnichannel capabilities. Oversee strategic programs that embed revenue-generating activities into service workflows, ensuring alignment with commercial objectives and operational excellence. Establish robust performance management frameworks, leveraging advanced analytics to optimize efficiency, customer experience, and ROI. Foster enterprise-wide collaboration, influencing stakeholders to embed customer-centric priorities into broader business strategies. Provide governance and oversight of BPO partnerships, ensuring compliance, service quality, and readiness to support digital platforms and revenue programs. Champion a culture of innovation and continuous improvement to deliver measurable business impact and sustainable growth.
Key Responsibilities
Customer Care Digitalization:Shape and drive the global vision for digitizing customer care operations, ensuring alignment with enterprise strategy and market trends.Own the end-to-end transformation roadmap, integrating advanced AI, predictive analytics, and omnichannel engagement to deliver superior customer experiences.Collaborate with Global teams and Local Business stakeholder to deploy and enhance digital care support tools and expand self-service capabilities.Champion a digital-first mindset across internal teams and BPO partners, embedding automation and data-driven decision-making into operational culture.Lead enterprise-level AI initiatives, leveraging machine learning and conversational technologies to optimize service delivery, reduce cost-to-serve, and enhance consumer experience.Establish governance and performance metrics, ensuring measurable impact on efficiency, consumer experience, and business growth. Strategic Program Enablement for Revenue Growth:Drive enterprise-level integration of revenue-generating initiatives into customer care operations, embedding upsell and cross-sell strategies seamlessly within daily workflows.Partner with program owners, commercial leadership, and BPO operations to align objectives, ensuring consistent execution.Establish governance and performance frameworks to monitor program impact, proactively identify risks, and implement corrective actions to safeguard revenue targets.Optimize digital ecosystem and agent capabilities, ensuring tools, training, and processes are fully aligned to maximize acquisition, conversion, and retention opportunities.Champion continuous improvement and scalability, ensuring programs evolve with market dynamics and deliver measurable business outcomes. Performance Measurement & Data Driven Optimization:Establish a comprehensive performance management framework, defining and tracking critical KPIs such as cost per interaction, channel NPS, ROI of digital tools, and customer lifetime value.Develop executive-level dashboards and reporting cadence, ensuring transparency and actionable insights for leadership and operational teams.Leverage advanced analytics and predictive modeling to uncover trends, identify root causes, and guide strategic decisions that enhance efficiency and consumer experience. Cross-functional Collaboration & Strategic Alignment:Drive cross-functional alignment by partnering with commercial, digital experience & e-commerce leaders to ensure customer care strategies directly support enterprise objectives.Influence and engage senior stakeholders, fostering strong relationships across internal teams and external partners to accelerate transformation and service excellence.Actively contribute to cross-functional discussions/meeting and support the development of integrated strategies for customer care. Innovation & Continuous Improvement:Establish structured feedback loops from agents and customers to continuously refine service experiences.Benchmark against industry standards to identify opportunities for innovation and differentiation.Drive agile experimentation to pilot, validate, and scale new initiatives that enhance customer care effectiveness. BPO Governance & Optimization:Provide executive oversight of BPO partnerships, ensuring service quality, compliance, and cost efficiency while maintaining business continuity.Align BPO operations with enterprise digital transformation objectives, embedding automation and customer experience standards into outsourced workflows.Define and govern SLAs, KPIs, and performance frameworks, establishing clear accountability and transparency across vendor relationships.Lead structured performance reviews and strategic improvement initiatives, driving operational excellence and profitability through collaborative engagement with BPO leadership.Ensure capability readiness within BPO teams, equipping them with training and tools to support digital platforms and revenue-generating programs effectively.\"
Who we’re looking for
Degree or any related course in Management or Service Industry. 5+ years of experience in a similar role, ideally with exposure to:Proven experience in customer care, digital transformation, project leadership, and BPO management.Strong understanding of customer experience metricsExcellent stakeholder management and communication skills.Familiarity with Customer care service systems (e.g. SFDC, CRM, Twillio, Telephony/Call Handling Systems, etc.)Experience in deployment of AI initiatives (e.g. AI Chatbot, etc.)Experience in development of process flowExperience in deployment of customer care program