Philip Morris InternationalRetention Lead IQOS
Sep. 2019 - Jul. 2020UkraineDeveloped & launched national loyalty program that secured single-digit churn rate and increased NPS by 9%. Aligned retention products roadmap with internal stakeholders (Swiss Global Operational Center & local Top Management, PMO). Managed retention backlog for HQ development and National deployment teams, coordinated initiatives execution by 22 remote teams. Conducted around 20 loyalty benefits tests, covering full project cycle from ideation, go-to-market framework development, national teams briefing, cooperation with 3d parties for servicers & materials supply to deployment, outcomes analysis and scaling recommendations. Developed consumer segmentation–loyalty benefit matrix, built respective communication sequences. Managed double-digit mio budget.