Retention Lead

PURPOSE OF THE JOB Develop loyalty programs and manage the implementation of retention strategy across all channels including direct retail, call center, digital channels and indirect retail. Coordinate the operational side of retention programs. MAIN RESPONSIBILITIES: • Develop and manage customer retention and loyalty programs (Loyalty program, IQOS 360, Extra Warranty). • Monitor customer satisfaction of loyalty program and recommend solutions to improve customer experience. • Track customer retention metrics and measure the success of retention strategies. • Understand consumer needs - deep understanding of consumer base, their needs and pain points. • Conduct market research to stay informed about industry trends and competitor strategies. • Segment consumer base using different variables in order to create new proposition that they truly value. • Develop and implement customer retention strategies to increase customer loyalty and reduce customer churn. • Provide regular reporting and insights to management on the performance of loyalty programs. • Work closely with cross-functional teams to ensure alignment and successful execution of retention initiatives. REQUIREMENTS: • University degree, preferably in Business Administration, Marketing, Digital Marketing, or a related field. • Experience in sales or marketing, in the consumer goods industry, preferably in multinational environment (3 years min.). • Project management experience. • Ability to analyze data and put it into context. • Advanced level MS Office (Excel, PowerPoint). • Fluent English. • Experience with customer retention programs would be a huge plus. What we offer Our success depends on our talented employees who come to work here every single day with a sense 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