NPS & Voice of Customer Specialist/Специалист по построению системы лояльности потребителей и анализ

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:

- Monitor the processes of developing, implementing, sending and analyzing Net Promoter Score (NPS) surveys in the markets of Kazakhstan and Central Asia;
- Track customer satisfaction indicators through various channels, such as NPS assessment, reviews, comments, etc.;
- Analyze survey results to identify trends and opportunities for improvement;
- Interact with other teams to actively respond to negative customer feedback, as well as improve the consumer experience;
- Regular reporting and presentation of survey results, analysis and action plans for senior management;
- Development of plans to increase consumer engagement in surveys.

What are we looking for:

- Bachelor's degree in marketing, Sales/Business development or related fields;
- 2-3 years of experience in managing customer service improvement programs or in similar positions, including NPS;
- Data analysis and identification of trends for further practical measures;
- Excellent facilitation and presentation skills, as well as written and oral communication;
- Advanced MS Office proficiency;
- Knowledge of English from the Upper-Intermediate level.

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