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Consumer Experience Manager
hace 3 meses
We're totally transforming our business and building our future on and building our future on one clear purpose – to deliver a smoke-free future.
With huge change, comes huge opportunity.So, wherever you join us, you'll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.
Introducing smoke-free products shifts the focus of our entire business.We're fast moving from a B2B to a B2C model – and our newly created Customer Centric Organisation (CCO) team is driving that commercial transformation.
Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.
We're looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation.If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it's a career-changing opportunity to shape a new global function and help create a smoke-free future.
Your 'day to day'Part of the Consumer Experience Team; reporting to the Conversion and Loyalty Manager.The Consumer Experience (CX) Manager will own the implementation and continuous improvement of the engagement strategies, managing consumer relationships, analyzing behavioral data and working with other functions to improve the overall Consumer Experience; driving satisfaction, loyalty and retention.
Major accountabilities- Champion Consumer-centricity within the organization by constantly generating occasions to empathize with Consumers and to better understand their behaviors and needs (of both Legal Adult Nicotine Consumers and Legal Adult Smokers), while complementing it with Market Research, Consumer Feedback, Data / Digital Analytics and Consumer Journey knowledge in order to identify gaps and uncover untapped opportunities, translating these into corrective actions to improve the overall Consumer Experience and NPS.
- Lead cross-functional Teams throughout the end-to-end planning and execution of the assigned Engagement Programs (Conversion Program, Loyalty Program, Sentiment Management and Churn Management) demonstrating on the use of agile methodologies and small-scale experimentation or learning sprints as a way to validate business hypotheses, strategies or solutions in order to meet the Program's Business and Leading critical metrics.
- Be the voice of the Consumer for Retention & Loyalty initiatives along the Consumer Journey, on those Programs or Projects were assigned as CX Lead (Team Member) - making sure that Consumer Journey insights, NPS results, analytics and Data-driven Consumer Feedback become always the starting point and main driver of decision-making.
- Responsible for the effective project planning and achievements definition in line with the assigned project's scope, identification of risks and adequate mitigation plans, understanding of the project's financials & economics, and for providing the on-time support to the Conversion and Loyalty Manager to raise decision-making to the proper collaborators.
- A background of >5 years in Consumer, Marketing, Digital or Commercial-focused functions.
- Proven Consumer obsession and curiosity to act upon Consumer feedback as means to uncover actionable insights to transform them into action.
- Have a Loyalty experience; by deploying omni-channel communications, offers/activations based on Consumer, Financial & Data-driven analysis.
- Have a Digital-first mindset, with good understanding of how tech infrastructure and digital engagement ecosystems work (ie. CRM, UX/UI, SEO, Social, Call Center).
- Demonstrated excellence in horizontal leadership, networking & negotiation skills as foundation for a seamless cross-functional collaboration.
- Proven track record of successfully leading end-to-end, cross-functional projects, with a results-oriented mindset.
- Cross-functional experience being a plus.
- English proficient (both written and spoken), fluent in Spanish.
What we offerOur success depends on our dedicated employees who come to work here every single day with a sense of purpose and an appetite for progress.
Join PMI and you too can:
- Seize the freedom to define your future and ours. We'll empower you to take risks, experiment and explore.
- Be part of an inclusive, diverse culture, where everyone's contribution is respected; collaborate with some of the world's best people and feel like you belong.
- Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
- Take pride in delivering our promise to society: to deliver a smoke-free future.
