Manager Customer Care Programs and Device Care - #6517325

Philip Morris International


Date: 06-08-2022
City: Petaling Jaya, Selangor
Contract type: Full time
Philip Morris International
Be a part of a revolutionary change!

At PMI, we have chosen to do something incredible. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. 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'

As part of the Customer Care team, the Manager Customer Care Programs and Device Care is responsible to lead all new programs/projects related to Customer Care (local, regional, and global), ensuring both successful implementation of these programs and excellent customer experience maintained at all times. This person will also manage Device Care as a permanent program.

You will also be responsible to:
. Plan and manage customer care projects within defined scope, timelines and budget. This includes framing and scoping the problem statement, build requirements on deadlines and schedules, enable resource management, work with cross-functional stakeholders (including leadership), identify dependencies, reduce risks and drive the initiative progress on a frequent basis.
. Build strong, collaborative relationships across program owners, third-party partners and external vendors at the team and organizational levels for successful implementation of campaigns. Drive communications strategy for the initiatives, qualitative and quantitative analysis of the program performance, and track/ensure program and customer impact.
. Ensure success of campaign and programs delivered through monitoring and taking the necessary actions for improvements by formulating hypotheses, designing tests, and using problem-solving techniques to evaluate solutions. Collaborate cross-functionally to improve existing programs and challenging the status-quo.
. Execute lessons-learned from projects/programs that are rolled out to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve overall customer experience.
. Ensure impact analysis conducted on customer care operational and performance matrix before program rollout (i.e. KPIs such as Productivity and AHT) and risks mitigated for minimal impact.
. Apply change management techniques to ensure adaptation of programs rolled out to help ensure a beneficial transition while mitigating disruption to the organisation and customers.
. Plan and execute device care programs, ensuring that the relevant tools and systems are made available to device care channels. Ensuring replacement targets are achieved and cost of replacement is maintained at a healthy level. Responsible for developing and disseminating relevant device care reports.

Who we are looking for

. Minimum 8 years of professional experience in managing programs/projects with thorough understanding of program/project management techniques and methods.
. Proven track record of leading change management projects and deploying and managing change in a multi-dimensional matrix environment.
. Experience in curating processes and managing people at multiple levels.
. Analytical ability to apply broad concepts to resolve customer problems and pain points via program execution.
. Able to facilitate brainstorming sessions to gather requirements
. A systematic and logical approach to problem solving and a capacity to work around problems.
. Ability to adapt and respond quickly to a fast-changing environment.
. Demonstrates the ability to work sensitively, and effectively, within and across diverse teams.
. Proficiency in content creation and presentation skills and experience building and delivering executive leadership content.
. Prior experience working to device/electronic care and warranty would be an added advantage.
. Degree in Business Administration or equivalent.

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