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.

Sales and Marketing at PMI feels like building a new business – but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the digital, onmi-channel team that’s driving our huge commercial transformation.

As Supervisor Customer Care & Conversion you will lead the end‑to‑end execution, optimization, and governance of customer care, early conversion, churn prevention, and consumer service processes across markets. Strengthen consumer outcomes by managing CRM journeys, commercial drumbeats, NPS & sentiment campaigns, omnichannel service responses, and operational conversion mechanisms. Ensure high‑quality execution of data processes, logistics, consumer service, and fraud‑prevention controls while coordinating cross‑functional teams, agencies, and contact centers to maximize early conversion, reduce churn, and uphold superior consumer experience standards. 

Your day to day:

 

Early Conversion Program

Execute early conversion flows through CSC, ensuring adherence to scripts, SLAs, and consumer follow‑up protocols.

Manage and monitor conversion databases, ensuring accuracy, enrichment, and lifecycle follow‑up.

Design conversion strategies and methodologies aligned with consumer behaviors and local market opportunities.

Produce commercial drumbeat reporting, including weekly conversion KPIs, funnel performance, and program insights.

 

CRM Journeys

Develop CRM journeys that boost early conversion, retention, and cross‑sell opportunities.

Design communications, segmentation rules, and consumer touchpoints ensuring alignment with brand tone and behavioral triggers.

Monitor journey performance and continuously adjust flows based on data, A/B testing, and campaign results.

 

Churn Prevention & HtU Subscription

Design and execute churn-prevention campaigns targeting risk segments.

Manage HtU subscription flows, ensuring proper onboarding, renewal, and adherence to journey logic.

Analyze churn trends and propose interventions to stabilize retention KPIs.

 

NPS & Sentiment Campaigns

Run NPS and sentiment programs (post‑contact, post‑conversion, post‑service).

Analyze qualitative and quantitative feedback and convert insights into actionable plans.

Coordinate with CSC to address detractor cases and ensure improved service recovery.

 

Registration & Data Quality

Oversee consumer registration processes across channels.

Monitor and enforce data quality standards, ensuring accuracy, completeness, and governance compliance.

Work with CSC and IT teams to resolve registration issues and data integrity problems.

 

Who we’re looking for:

 

Professional with at least 3 years of experience in Customer Service.Advanced Analytical & Decision‑Making Skills

Ability to interpret complex performance dashboards, funnel metrics, behavioral trends, NPS patterns, and churn insights.

Consumer Experience & CRM Mastery

Deep understanding of omnichannel consumer service journeys (voice, chat, email, WhatsApp, in‑store).

Operational Leadership & CSC Performance Management

Experience leading contact center performance through scripts, QA processes, coaching, and commercial messaging.

Project Management & Multitasking Excellence

Strong organizational skills to manage multiple workflows simultaneously: conversion, churn, logistics, NPS, and CRM.

Digital & Technical Proficiency

Experience working with CRM platforms (Salesforce, Adobe, SAP CRM or equivalent).

Leadership & Market Coordination

Ability to coordinate multiple markets simultaneously, adapting scripts, journeys, and processes as needed.

 

 What we offer

 Our success depends on our talented employees who come to work here 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: to deliver a smoke-free future.