Sr Manager CX Strategy, Retention & Loyalty

Philip Morris International U.S.; Stamford (CT); Hybrid; USD 176,000 - 220,000; Full time

Benefits offered by this job

Bonus eligibility

Medical, dental, vision insurance

401(k) match

Wellness program

Flexible hybrid Smart Work model

Generous PTO

Job summary

Philip Morris International (PMI) is seeking a Senior Manager for CX Strategy, Retention & Loyalty in Stamford, CT. The role leads enterprise retention and loyalty across the U.S. business, driving repeat behavior and long-term consumer value through omnichannel experiences.

You will own lifecycle programs and premium partnerships, with a focus on data-driven optimization. The role collaborates with Product, Technology, Analytics, and Data Science teams to deliver measurable outcomes, overseeing

Qualifications

• Bachelor's degree in Marketing, Business, Consumer Experience, Technology, Data, or related field; advanced degree preferred.
• 10+ years in retention, loyalty, CRM, lifecycle marketing, or related areas.
• Proven success leading enterprise retention strategies with measurable results.
• Experience with analytics and AI/ML for personalization and optimization.
• Experience managing budgets, testing programs, and external partners.

Responsibilities

• Lead enterprise retention and loyalty strategy across the U.S.
• Own lifecycle programs across onboarding, engagement, replenishment, and advocacy.
• Design and optimize loyalty programs, rewards, partnerships, offers, and benefits.
• Drive performance with KPIs, governance, and consumer insights.
• Use analytics to identify growth opportunities and investments.
• Oversee CRM, CDP, loyalty, decisioning, and analytics capabilities.

Skills

CRM

Lifecycle marketing

Data analytics

AI/ML applications

Cross-functional leadership

Regulatory compliance

Education

Bachelor's degree

Advanced degree preferred

Tools

CDP

Loyalty platforms

CRM platforms

A/B testing tools

Job description

Sr Manager CX Strategy, Retention, and Loyalty

Be a part of a revolutionary change!

At Philip Morris International (PMI), we're transforming our business to deliver a smoke-free future. Join us to create innovative solutions and advance your career.

Our Stamford, CT headquarters is steps from Metro-North and easily accessible from NYC.

Senior Manager, CX Strategy Retention & Loyalty

This role leads enterprise retention and loyalty strategy across the U.S. business, driving repeat behavior, engagement, advocacy, and long-term consumer value through omnichannel experiences.

Your Day-to-day

• Lead retention and loyalty strategy aligned with commercial, consumer, brand, and regulatory priorities.
• Own lifecycle programs across onboarding, engagement, replenishment, service recovery, win-back, and advocacy.
• Design and optimize loyalty programs, rewards, partnerships, offers, and benefits.
• Drive performance through KPIs, governance, accountability, and consumer insights.
• Use behavioral, cohort, and journey analytics to identify growth opportunities and investment priorities.
• Lead retention initiatives across digital, retail, field, consumer care, and partner channels.
• Sponsor AI/ML use cases including churn prediction, propensity modeling, recommendations, and offer optimization.
• Apply generative AI to content creation, insights, journey design, and experimentation.
• Partner with Product, Technology, Analytics, and Data Science teams to deliver measurable outcomes.
• Own CRM, CDP, loyalty, decisioning, orchestration, experimentation, and analytics capabilities.
• Establish reporting, measurement frameworks, and testing strategies.
• Ensure responsible AI, privacy, security, consent, and regulatory compliance.

We're Looking For

• Bachelor's degree in Marketing, Business, Consumer Experience, Technology, Data, or related field; advanced degree preferred.
• 10+ years of experience in retention, loyalty, CRM, lifecycle marketing, consumer experience, digital product, or commercial transformation.
• Proven success leading enterprise retention and loyalty strategies with measurable results.
• Experience leading cross-functional transformation and stakeholder governance.
• Experience applying analytics and AI/ML to personalization, loyalty, retention, or optimization initiatives.
• Experience managing budgets, testing programs, and external partners.
• Relevant certifications in analytics, AI, loyalty, product management, or project management are a plus.
• Authorized to work in the U.S. without sponsorship.

Annual Base Salary: $176,000 - $220,000

What We Offer

Competitive salary, bonus eligibility, medical, dental, vision, 401(k) match, wellness and commuter benefits, pet insurance, generous PTO, and more. PMI offers a flexible hybrid Smart Work model, professional development opportunities, an inclusive culture, and the chance to help improve the lives of millions of smokers.

PMI U.S.: Invested in America

Philip Morris International Inc.'s U.S. businesses are invested in America's future and advancing a smoke-free nation. The businesses are committed to providing the approximately 25 million legal-age consumers who smoke cigarettes with better, smoke-free alternatives and to ensuring the products are marketed responsibly. From PMI's global headquarters in Stamford, CT, and other locations nationwide, PMI U.S. contributes leadership, jobs, investment, and innovation in the U.S. The U.S. businesses employ more than 3,000 people across America and operate product manufacturing facilities. For more information, please visit www.uspmi.com. Philip Morris International (PMI) is an Equal Opportunity Employer.

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