Sr Manager CX Strategy, Retention & Loyalty

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. #PMIUS #LI-AP1