Overview

Philip Morris Armenia LLC is looking for a Retention Executive.

Responsibilities:
  • 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
Required Qualifications:
  • 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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