rNPS Manager

Our client is a trailblazing pioneer in the Tobacco Manufacturing Industry. What sets them apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavour has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client is leading from the front, with their pioneering vision and steadfast determination to create a smoke-free future.

With a workforce of more than 75,000 talented individuals worldwide across 180 countries, they have truly established themselves as a global leader in the industry. 

Purpose of the Job:

• Implement Retailer NPS strategy and processes for CSC, Field Sales Force, DTE and Brand Communication through OPEN page.
• Enhance current scope of work implemented by global and Mexico, in order to ensure accurate and constant feedback collection.
• Align operative processes as a result of feedback collection to ensure actions are taken for detractors.
• Implement a processes and extended core team to effectively solve pain points faced on CSC, FSF, DTE and Brand Comms
• Align communications with global teams to align the standard operative processes with the one we are implementing in our market.

Responsibilities:

• rNPS project implementation and improvements
• Negative sentiment management for operative solutions to our retailers
• Alignment on the operative improvements and being the guardian of the retailer experience
• Led the rNPS board(monthly) and Omnichannel focus group (weekly) and involve the main stakeholders on relevant decisions for our retailers
• Led the communication with global teams to align standard operative processes on the market
• Pain points management project and processes definitions.

Requirements:

Education: 

• Bachelor´s degree – Marketing, Economics, Business Administration or other commercial areas

Experience: 

• NPS implementation
• Operative improvements
• Customer experience journey mapping
• Project management