Customer Support Lead - Digital Trade Engagement

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’

The Customer Support Lead will function as the main point of contact and responsible to execute and analyze retailer NPS and insights to contribute to the overall commercial strategy and plans by integrating in-depth customer understanding. The role will also ensure proper set-up of accounts and manage the database structure supporting DTE (Digital Trade Engagement).

Your Responsibilities Include

Analysis

• Analyze market and trade conditions and trends based on NPS results and insights. Derive customer persona based on NPS and how these will be useful for other work streams in DTE and other applicable teams i.e Field Sales/Regions, Trade Deployment, Retail Transformation, etc
• Perform supplemental surveys and applicable research/FGDs for both internal and external customers to derive useful feedback across Sales Teams
  
  

Report Generation and Coordination

• Drive data extraction, analysis and synthesis that focuses on strategic priorities/issues relevant to overall Sales and DTE
• Perform customer insighting based on NPS and call backs conducted. Detailed reports to be provided per region as applicable (NCR, SLUZ, NCL, VIS, MIN). Regular report for DTE Team as team's reference for the programs running.
• Coach and guide internal customers on understanding and utilization of NPS reports and proactive analysis and presentation of actionable, strategically focused, evidence-based recommendations.
  
  

Data Validation and Updating

• Maintain NPS Dashboard (Qualtrics) which includes timely audit of call back performance, target and audience setting for NPS including updating of the survey recipients on a regular basis
• Maintain DTE Database Management which includes the following:
  
  

Central Retail Database

Alignment of Retailer Information from various sources

• UPC Registration
• DTE and SMS Codes Matching
• DTE Territories, GeoTree and Manning Management
• DTE and iSMS Codes Matching
  
  

Database Administration

• Perform analysis on any issues encountered with database management and make recommendations to improve overall process resulting in efficient conduct of work across stakeholders
• Maintains organized records of all relevant information across platforms
  
  

Cross-functional Stakeholder Engagement and Coordination

• Regularly reviews database to maintain accuracy and completeness of records
• Coordinates, as needed with RCPG counterparts for any updates and changes that require immediate handling
• Perform cross-functional coordination for capacity building and onboarding of field sales to DTE
  
  

Who We’re Looking For

• Minimum prior experience of at least 2-4 years in a relevant customer insights capacity including database management and administration
• Experience in research, customer feedback handling and processing; experience on voice of customer is a plus
• Experience in cross-functional collaboration including training and workshop design preparation and execution
• Experience in extracting data from CRM and other platforms of similar nature
• Comfortable with data analysis and troubleshooting using a variety of tools such as MS Office and other similar platform or tool
• Experience in the conduct of audit for quality assurance and integrity of reporting and process improvement
• Responsible for data integrity, accuracy of all data structure across all platforms
• Identify possible areas for improvement, including automating reports or data processes to increase efficiency
  
  

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.
  
  

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