James Petherbridge currently serves as the Global Head of Customer Service & Support at Philip Morris International, where he plays a pivotal role in redefining the consumer experience in a rapidly evolving industry. With a strong emphasis on thought leadership and strategy development, James is...
James Petherbridge currently serves as the Global Head of Customer Service & Support at Philip Morris International, where he plays a pivotal role in redefining the consumer experience in a rapidly evolving industry. With a strong emphasis on thought leadership and strategy development, James is at the forefront of designing and implementing a customer service strategy that not only meets but exceeds the expectations of consumers. His expertise in embedding a customer-centric organizational culture is instrumental in fostering an environment where exceptional service is the norm.
One of James's key projects involves the development of a global target operating model that ensures seamless interactions across all consumer touchpoints. By optimizing enterprise technology, he is driving operational performance improvements at both the team and division levels, enabling Philip Morris International to support its ambitious growth objectives. His leadership skills are evident in his ability to build high-performing teams and develop talent, ensuring that the organization is equipped to deliver excellence in customer service.
Additionally, James is adept at navigating organizational change and design, leveraging his extensive background in business analysis and e-commerce to enhance customer experience. His strategic approach to operations management and sales operations has positioned him as a key player in the company's transformation journey. As he continues to champion best-in-class consumer experiences, James Petherbridge exemplifies the intersection of innovation and customer service excellence in the tobacco industry’s transition toward a smoke-free future.
