Csc Operations Lead Medellin, Colombia Commercial
hace 2 meses
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 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.
Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model - and our newly created Customer Centric Organisation (CCO) is fundamental on that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.
We’re looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it’s a career-changing opportunity to shape a new global function and help create a smoke-free future.
The job is open for Bogotá or Medellín.
Your ‘day to day’:
Contribute to the implementation, coordination and monitoring of Commercial Operations (Remote Sales & Retention) & Non-commercial operations (Loyalty, Conversion & Customer Service), in order to meet business objectives.
1. Build and structure the user history for the new developments that integrate software of the vendors and the different PMI platforms, assurance the approvals and the accurate scope from the different areas.
2. Lead, implement and complete the hypercare process for the new campaigns and the allocation of new markets from the Andean Cluster for Combustibles Cigarettes and Reduced Risk Products programs.
3. Design and implement the launch of new products, references, and variants, ensuring that the impact on all programs, channels and the systems that support it is mitigated. Coordinating with the different business partners the processes of documentation, training, and live outputs of each event.
4. Optimize current Reduced Risk Programs and Combustibles Cigarettes programs, finding efficiencies and automations that materialize in a decrease in the acquisition or transaction cost of the channel, through the potentialization of digital tools and integrations between existing systems.
Who we’re looking for:
- A minimum of a university degree in Business, Commercial, Economics, Engineering, or similar.
- Proven knowledge and experience in project management associated with customer service or sales. Expertise leading implementation projects about call center solutions and digital channels.
- Experience leading or coordinating digital service channels, such as WhatsApp, webchat, social networks, telegram, through BPO companies in sales operations, customer service or support.
- At least 2 years of experience leading direct or indirect teams.
- Knowledge of customer experiences critical metrics, digital channels and commercial KPIs as SPH, conversion, goal execution.
- Validated personal leadership, communication and negotiation skills are required.
- Advanced English level is preferred.
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.
To join our growing team.
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