NPS Associate

On behalf of our client, Philip Morris International, we are looking for candidate to successful fulfill the position of NPS Associate. 

Job description:

• Coordinates the Consumer Feedback Hub (organizes teams, coordinates meetings, tracks activities defined after meetings until their completion).
• Supports the maintenance of the NPS system, new implementations, and technical optimization using IT and external suppliers. Conducts monthly system checks to ensure data is correctly collected and stored.
• Supports other SEE markets with their NPS systems. Assists colleagues from other markets with system changes and new implementations.
• Analyzes data (focusing on consumer feedback and enriching it with business data) to extract actionable insights.
• Responsible for monitoring the performance of follow-up calls to customers identified through the NPS system as needing additional support.
• Develops and conducts various training and engagement activities within the organization to promote and maintain consumer-focused behavior.
• Improves the customer experience throughout the entire consumer journey.
• Monitors and addresses user comments from the Qualtrics system.
• Collaborates with other teams across the company to ensure key mechanisms and initiatives are consumer focused.
• Implements and maintains supporting communications that are part of the NPS feedback collection system.

• Previous experience is not mandatory, but will be considered an advantage.
• University degree in economics or organizational sciences is preferred.
• Fluent English.
• Strong analytical and presentation skills