Philip Morris International U.S. logo
Philip Morris International U.S.

Sr Manager CX Strategy, Retention & Loyalty

Stamford, CT (Hybrid)

$176K/yr – $220K/yrSenior Level10+ years expFull time

Posted 1 day ago

Job Summary

Own and optimize a end-to-end retention and loyalty program with AI-enabled personalization across onboarding, engagement, and advocacy, partnering with Product, Tech, Analytics and cross-functional teams to deliver measurable growth.

  • Lead retention strategy and loyalty programs end-to-end
  • Leverage AI/ML and analytics to drive personalization and experiments
  • Collaborate with Product, Technology, Analytics, and Data Science to deliver measurable outcomes

Job Description

Responsibilities

  • 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.

Requirements

  • 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.

Preferred

  • Advanced degree preferred

Benefits

  • 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.
Philip Morris International U.S. logo

Philip Morris International U.S.

Philip Morris International’s U.S. businesses (PMI U.S.) are invested in America’s future. From building advanced manufacturing facilities to engaging deeply with civil society to promote progress within communities nationwide, the people of PMI U.S. are proud to be part of America’s continued growth and excellence. Via PMI’s global headquarters in Stamford, Connecticut, and other locations nationwide, we contribute leadership, jobs, investment, and innovation on U.S. soil. PMI’s U.S. affiliates employ more than 2,500 people—and we’re growing. PMI U.S. is on a mission to improve public health by providing the ~30 million legal-age Americans who still smoke with innovative, FDA-authorized alternatives that help them leave conventional cigarettes and other traditional tobacco products behind. We do so responsibly, with stringent policies in place to deter access by anyone under age 21.PMI U.S. works every day to be a good neighbor in the communities where we live, work, and conduct business. We’re committed to giving back in ways that benefit people and communities for the long term, with a focus on supporting military veterans and their families, economic empowerment, and disaster preparedness and relief. Our people are the heart of our success. We’re committed to supporting them in learning and developing new skills and ways of working. The growth of PMI U.S. employees fuels our business growth. As our business expands, it creates more opportunities for people to advance on their continuous learning journeys and in their careers. For more information about PMI U.S., please visit https://www.uspmi.com/."PMI U.S.", "We", "Our" and "Us" refer to Philip Morris International's U.S. family of businesses. References to "PMI" mean Philip Morris International Inc. and all its subsidiaries

Founded in 1985
Stamford, Connecticut, USA
562 employees (56 in marketing)
www.uspmi.com

Salaries

Posted range

$176K/yr – $220K/yr

Taken straight from the job posting.

Retention median pay in the United States

$101K/yr

Most pay falls between $80K and $151K. Based on 246 salaries.

See all Retention salariesSee more Retention jobs
See all Philip Morris International U.S. salaries

Traffic Signals

Monthly Visitors
31.8K
Traffic Source Mix
Search
17.7%
Direct
16.3%
Referral
21.3%
Social
9.1%
Paid
35.2%

Headcount Trend

Current headcount: ~580
Philip Morris International U.S. logo

Sr Manager CX Strategy, Retention & Loyalty

Philip Morris International U.S. · Stamford, CT · Hybrid