Supervisor Retention programs SFP CAS

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.

Your day-to-day:

• Retention programs implementation:

-Program Design & Integration: develop strategic designs of retention programs promoting timely device re-purchases, facilitating timely upgrades while aligning with IQOS brand values and objectives. Ensure integration across various retail channels and streams

-Consumer Segmentation & Targeting: analyze consumer data to segment and target potentially vulnerable segments. Tailor program initiatives for different consumer segments based on their lifecycle stage to reduce the share of abandonment, churn and vulnerable segment size’

-Standard Operational Procedures implementation: ensure proper implementation of global procedures and practices for retention programs in collaboration with Regional and Global teams

-Metrics & Analysis: develop and analyze KPIs for consumer retention, transition to new products and active engagement in programs

-Feedback Collection: establish and maintain processes to collect and evaluate consumer feedback & sentiments on programs

-Collaboration & Cross-functional Alignment: collaborate with project stakeholders from different departments (Marketing, Commercial, Finance etc.) to ensure successful program implementation and alignment with the broader commercial strategy

• Communication management:

-Multi-platform Communication Strategy: together with other departments, develop a communication strategy leveraging multiple channels (F2F, Digital, etc.) and ensure consistent consumer communication on retention programs

-Stakeholder Collaboration: collaborate with F2F teams and engage frontline staff with clear talking points

-Consumer Feedback & Adaptation: refine the communication strategy based on feedback and engagement metrics

• Budget and financial oversight:

-Programs ROI Calculation & Optimization: monitor the ROI of retention stream initiatives ensuring activities are cost-effective

-Budget Forecasting & Management: develop budget forecasts and monitor actual spend against budget

-Cost-Benefit Analysis: Perform cost-benefit analyses for major initiatives

• Purchasing management:

-Oversee the purchasing process for gifts and giveaways in scope of retention programs, ensuring relevance

-Vendor Relationship Management: establish and maintain relationships with approved vendors and suppliers focusing on in-time delivery

Who we're looking for:

• Education: undergraduate/post-graduate degree;
• 3+ years proven experience in Retention/Loyalty programs management (focus in consumer services, banking, FMCG);
• Experience in cross-functional teams management/project management;
• Strong communication and interpersonal skills with capabilities to communicate and focus strategic points to cross-functional teams;
• Strong presentation skills;
• Strong skills in Microsoft Excel and PowerPoint;
• Familiarity with CRM systems and other retention programs relevant software;
• Budget management experience;
• Fluency in English will be a plus;
• Developed analytical and problem-solving skills.

What we offer:

- An opportunity to pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress;

- An opportunity to build an international career and for cross-functional moves;

- Extended social package: life insurance, insurance from critical illnesses, additional payment for preschool development of children, participation in the Employee Assistance Program (financial, psychological and legal consultations) for employees and family members, and much more;

Philip Morris Kazakhstan is the holder of Top Employer Kazakhstan & Global award for 9 consecutive years as well as the only Equal Pay certificate holder in Kazakhstan, which proves our commitment to highest working standards.

*Relocation support is not available for this job.