Senior Specialist Customer Service Centre B2b H/F Philip Morris

Détail du poste

Senior Specialist CSC B2B

Would you like to work in an international Fortune 500 company (Top Employer 2024 award winner) where individual development is of paramount importance? Do you believe in our vision of a smoke-free future? Apply now for the position of Senior Specialist CSC B2B.

THE ORGANISATION
Philip Morris is one of the world's largest international tobacco companies, with more than 82,700 employees worldwide. Our employees speak more than 80 languages and come from all regions of the world. We have 50 production facilities worldwide and our products are sold in more than 180 countries.

At Philip Morris, we strive for a future where smoking is a thing of the past and we are committed to a smoke-free world. Our vision is clear : to transform the tobacco industry into a sector that is fully focused on offering better alternatives for adult smokers. We are determined to change the way the world thinks about smoking and actively contribute to a better future for all.

We believe in the following values.

Innovation Integrity Excellent Execution Collaboration Responsibility

THE OPPORTUNITY
You will BE responsible for executing the B2B Customer Service Center (CSC) strategy in alignment with overall commercial objectives. You will oversee the performance of an external CSC service provider while driving a strong commercial mindset within the team. Your role is key to delivering an outstanding customer experience and actively contributing to revenue growth.

Responsibilities :
- Define and lead the annual B2B CSC action plan, identifying commercial opportunities and addressing customer journey bottlenecks.
- Oversee commercial performance of the CSC : conversion rates, upselling/cross-selling, customer satisfaction.
- Design and implement commercial incentive programs for call center agents to boost motivation and performance.
- Train and coach CSC teams on sales techniques, commercial posture, and product knowledge.
- Collaborate closely with field sales teams, commercial planning, and distribution partners to ensure strategic alignment.
- Analyze performance KPIs and implement continuous improvement plans.
- Participate in cross-functional projects (digital transformation, CRM, process automation, etc.).
- Proactively suggest improvements to tools, scripts, and processes to maximize the CSC's commercial impact.

KEY REQUIREMENTS
- Master's degree in business, Management, or equivalent.
- Proven experience (minimum 5 years) in commercial management and/or B2B call center operations.
- Strong understanding of commercial challenges and customer relationship management.
- Natural leadership and ability to motivate and upskill teams.
- Experience in designing and managing incentive programs.
- Excellent analytical skills and results-oriented mindset.
- Proficiency in CRM tools, performance metrics, and sales techniques.
- Ability to work cross-functionally with diverse teams.
- Fluent in French and English

RISE TO THE CHALLENGE
You will join a dynamic, international and fast-paced work environment in a constantly evolving industry and will interact with different levels of experience and expertise across the Company. We offer a contract with competitive salary commensurate to the professional experience.

Our company offers you a fresh perspective. Here, you will never stop exploring and discovering. We take on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. This position will advance your experience with innovative technologies, services, and processes. Backed by a competitive salary and compensation package, you will work in a professional setting with clients and team members from all over the world.