Job Description

Manager Service Product (B2C)

We are at the forefront of a revolution in the tobacco industry; IQOS and our Reduced Risk Products (RRPs) change everything. Developing customer services and operating direct Business-to-Customer (B2C) channels plays a key role in the commercialization of our RRPs in all our launch markets. We are passionate to serve all our external and internal customers worldwide, committed to provide them with the best solution for their needs. In order to constantly improve, we are building a strong team of experts to listen and understand what our customers’ need are and to develop the right services along the whole customer journey, adapting them to local requirements, supporting markets with the roll-out and continuously improve them. We're looking for exceptional candidates to join our Customer Care team within Philip Morris International. If you possess intellectual curiosity, great problem-solving skills, and an unwavering belief in customer service that fosters exceptional IQOS user experience then you are the ideal candidate for the job. In this position, you will be responsible for driving ongoing IQOS customer growth and retention through new features and enhancements of our service product offerings that support the evolving needs of our IQOS customers and prospective LAS. This involves collaborating with domain/industry/market SMEs to conceptualize service features and then working with the cross-functional teams to satisfy and commercialize those requests within our service products. Your responsibilities will include: • Service Product Vision & Strategy - Develop the strategy and roadmap for our Service Product offerings (e.g CARE PLUS, subscription etc): - Drive the vision and requirements, translate them to functional specifications and facilitate sound product design - Work closely with senior leadership, markets and cross functional teams to develop product roadmaps for assigned service products and prioritized features and projects based on addressing customer's needs and ROI impact. • Service Product(s) - Design the complete service product journey (lifecycle) of new features and enhancements from planning to completion for the service product(s) (e.g CARE PLUS, subscription etc) that have been assigned: - Build and deliver a consistent industry leading service product that foster exceptional IQOS user experience - Facilitate the requirements definitions across teams for user stories, functional & technical requirements aligning to commercial acceptance criteria - Work closely with customer experience design to ensure new features and enhancements are launched on time and meet quality standards - Identify customer pain points / risks to our IQOS customers achieving an exceptional user experience and build a plan to address those needs - Prioritize and manage the backlog for effective release and sprint planning • Customer Management Systems - Design and implement solutions to effectively run our global service products in cooperation with IT & digital teams • Design Integration with business incubation - Design and lead the integration of expanded service solutions from the business incubation group and align them to the global service architecture • Toolboxes and guidelines : o Develop and deploy toolboxes & guidelines which are deployable by PMI affiliates (Including Processes, Content, Staffing requirements, Training materials and system needs) o Decide on correct level of tailoring the communication to a customer based on transactional, behavioral, propensity and segmentation according to data gathered • Monitor and improving: Define success measurements for our service products (e.g CARE PLUS, subscription etc). Track performance and continuously improve the customer's experience with our service products • Project based organization: Operate in a project based approach closely collaborating with all functions contributing to the new products / services releases with clear integration into the customer journey About you: • Proven track record experience in product or service product management • Direct experience in delivering product or service product to markets using iterative, project based agile methodologies • Strong technology related areas of experience • Experience working both cross-functionally and within an international matrix organizations • Strong customer focus • Combination of strategic, analytical and pragmatic thinking • Project management & communication skills • Central coordination and leading virtual teams • Time management and priority setting • Flexibility, professional growth (on going micro learning) • Strong customer focus • Time management and priority setting • University degree in Technology/Digital/Business Philip Morris International: Building a Smoke-Free Future Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company and its shareholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI's smoke-free IQOS product portfolio includes heated tobacco and nicotine-containing vapor products. As of Dec. 31, 2018, PMI estimates that approximately 6.6 million adult smokers around the world have already stopped smoking and switched to PMI’s heated tobacco product, which is currently available for sale in 44 markets in key cities or nationwide under the IQOS brand. For more information, see our PMI and PMIScience websites.
  • Contract
  • Location
    Lausanne, Switzerland
  • Department
    Science & Innovation
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