Digital Care & Telesales Transformation Lead

Philip Morris International; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Philip Morris International in Malaysia is seeking a seasoned leader to transform customer care through digitalization, AI, and omnichannel strategies, aligning telesales with business goals and ensuring compliant operations.

You will own the telesales strategy, drive revenue growth, and lead cross-functional initiatives across analytics, platforms, and BPO governance to deliver superior consumer experiences.

Qualifications

• 5+ years of experience in customer care, telesales, contact center operations, digital transformation.
• Experience managing inbound or outbound telesales operations, lead management, conversion, retention, and sales performance.
• Strong background in customer care transformation, project management, and BPO governance.
• Knowledge of CRM or SFDC, contact center, telephony, workforce management, and reporting platforms.
• Experience implementing AI or automation solutions such as chatbots, agent assist, conversational analytics, or next-best-action tools.

Responsibilities

• Execute the digital customer care roadmap, integrating AI, self-service, automation, and omnichannel solutions.
• Lead implementation and enhancement of digital care platforms and tools.
• Drive AI-powered initiatives to improve service quality and efficiency.
• Define and execute telesales strategy across inbound and outbound channels.
• Drive acquisition, conversion, retention, reactivation, upsell, cross-sell, and cart recovery programs.
• Align campaigns, offers, scripts, workforce planning, and sales execution with business stakeholders.
• Monitor performance and mitigate risks impacting service, compliance, and revenue.
• Establish customer care and telesales performance frameworks, KPIs, and reporting cadence.

Skills

Customer care transformation

Project management

BPO governance

CRM/SFDC experience

AI or automation experience

Telesales operations

Education

Degree in Management, Business, Service Industry, or related field

Tools

SFDC (Salesforce)

CRM platforms

Contact center software

Telephony systems

Workforce management software

Reporting platforms

Job description

Philip Morris International in Malaysia is seeking a seasoned leader to transform customer care through digitalization, AI, and omnichannel strategies, aligning telesales with business goals and ensuring compliant operations.

You will own the telesales strategy, drive revenue growth, and lead cross-functional initiatives across analytics, platforms, and BPO governance to deliver superior consumer experiences.