Philip Morris International is looking for RRP Retention Lead.

Role Purpose

The Customer Care & Conversion Lead is responsible for designing and managing consumer conversion and retention strategies, ensuring high quality contact center operations, and driving respective programs across all channels.

Key Responsibilities:

Manage cross‑functional collaboration, lead a high‑performing team, and manage key external partners.Plan and optimize Retention and Conversion programs across all channels, develop audience segmentation strategies, and manage program budgets to ensure efficiency Lead multi-channel contact center operations (calls, chat, email etc.) Monitor KPIs (NPS, CSAT, AHT, FCR, SL, Abandonment) and ensure readiness of CRM and operational systems (CRM, CTI, Salesforce, Twilio)Ensure compliance with PMI, regulatory, and privacy standardsUse consumer data, insights, and predictive models to guide decisions and conduct segmentation, track engagement, evaluate ROI Develop and deploy consumer experience programs and oversee device care services

Requirements:

Bachelor’s degree in marketing, Business Administration, or related fieldsCertifications in analytics, CRM, or digital marketing are a plus3–5 years in customer service, operations, sales, or marketingExperience with consumer engagement or loyalty programs preferredExcellent English (written and spoken)Experience leading small teams or projects Strong cross functional cooperation and stakeholder management skillsCustomer Centric approach and strong problem-solving abilityContact center background is an advantage

Skills & Competencies:

Familiarity with CRM systems (Salesforce, HubSpot) - advantageAnalytical mindset: knowledge of Power BI or Google AnalyticsStrong MS Excel, PowerPoint, and general digital literacyAbility to work with consumer data and extract insights