Customer Experience Supervisor

About the role

Philip Morris International is seeking a Supervisor for Customer Experience to lead its Customer Service Center operations in Casablanca. You will play a pivotal role in shaping the customer journey for smoke‑free products, ensuring high‑quality service and continuous improvement.

Key responsibilities

• Design and continuously update use cases addressing all LAU pain‑points in line with Smoke‑Free Products strategy.
• Plan headcount and shift schedules to optimise Customer Service Center operations.
• Conduct regular field visits to partner centres to verify deployment quality.
• Assess performance and create development plans for front‑line agents and centre staff.
• Coordinate operational workload with the Smoke‑Free Products team.
• Support lead‑management journeys through outbound calls in collaboration with the Consumer Experience team.
• Implement and monitor Customer Satisfaction Scores to drive service improvements.

Required profile

• Graduate in Business, Engineering, Social Sciences or a related field.
• Minimum 5 years of experience in customer care or call‑center environments.
• Proven experience managing frontline agents, including performance reviews and coaching.
• Strong analytical ability to track KPIs such as CSAT, productivity, quality and SLA.
• Demonstrated vendor and third‑party management capabilities.
• Excellent communication skills in English and French (spoken and written).

Required skills

• Customer care and call‑center operations knowledge.
• Analytical monitoring of performance metrics.
• Vendor and third‑party management.

What we offer

• Competitive salary and benefits package.
• Opportunities for international career growth within a leading global company.
• Access to innovative technologies and continuous learning programs.