Retention Executive

Philip Morris Armenia LLC

- and implement customer retention programs aligned with the business model - Maintain active database engagement by outbound and digital campaigns - Monitor and analyze field deployment programs, suggesting further development plans - Oversee the deployment and quality assurance of multiple channels to ensure alignment with retention programs - Track customer experiences across all channels, aligning strategies with marketing initiatives - Analyze customer data to improve current experiences and predict future needs - Prepare reports on customer feedback, perform product tests, and facilitate service improvements - Evaluate resource requirements for activities to enhance efficiency - Collaborate with other business functions to achieve goals and ensure high-quality execution - Maintain up-to-date information on providers and consumers, enhancing communication channels - Coordinate customer care programs, focusing on onboarding new consumers - Respond promptly to non-standard situations, collaborating with various departments for resolution - Track key customer care metrics, provide insights, and contribute to service quality improvements - Manage in-market retention activities, device upgrades, upsell, customers’ churn management - Oversee third-party involvement in retention activities - Understand market requirements and design service practices aligned with customer needs and global guidelines - Develop rapid response practices for potential crises. - Collect and analyze findings, providing insights to other departments. - Monitor critical metrics and ensure objectives are met in compliance with laws and PMI procedures

- University degree, preferably in Marketing - At least 2 years experience in (digital) Marketing or Project management - Strong project management skills, experience in launching products/tools from scratch, and commercial function experience is an advantage - Proficient in Armenian, English, and Russian - Advanced PC user (MS Office, basic coding/programming, digital projects) - Excellent communication, analytical and presentation skills - Strong empathy, understanding of omni-channel business models, and ability to work with diverse teams. Creative, independent, detail-oriented, and critical thinker

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