Leader of NPS and Community KZ&CAS

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:

• Own and manage the NPS tracking system, including implementing new tracking, enriching the NPS database, and managing system sprints in collaboration with the CRM team.
• Oversee the operation of Qualtrics systems with external suppliers to ensure accurate, timely development and alignment with CRM and global processes.
• Develop and update NPS surveys and communication content to improve consumer response rates and feedback quality.
• Collaborate with CRM, Content, and CX teams to ensure omni-channel consistency, address key consumer pain points, and reflect them in the consumer journey.
• Lead localization and deployment of NPS projects, defining milestones, designing system architecture (e.g., surveys, reporting dashboards), and preparing an NPS playbook.
• Mentor and guide NPS leaders within the organization to act on consumer feedback effectively.
• Monitor NPS trends, callback performance, and implemented actions, analyzing results to uncover pain points and drive actionable insights.
• Improve and maintain reporting platforms (e.g., Power BI) to deliver timely, actionable consumer insights, including verbatim analysis and score evolution.
• Build and implement an omni-channel NPS strategy aligned with global and local goals, managing cross-functional rollout of NPS episodes.
• Coordinate and support external vendors and agencies for NPS and social media community management.
• Ensure compliance with GDPR, Data Privacy, and other relevant regulations, taking necessary steps to align with internal policies.
• Prepare and present regular reports, analysis, and actionable plans to senior management.

What are we looking for:

• University master's degree, preferably in Marketing or Economics;
• Proficiency in English (Intermediate level or above, both written and spoken) is preferable.
• Minimum of 2-3 years’ experience in business/commercial and consumer
  focused functions (marketing, strategic planning, sales);
• Preferably experience in customer care/market research and IT/data intelligence.

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