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Job Description

Head of Brand Retail Operating Guideline

Head of Brand Retail Operating Guidelines Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions. IQOS Stores & Care have a direct impact on our new mission: converting smokers to our ground-breaking, smoke-free IQOS products. They’re at the forefront of our total transformation as we roll out new stores and new products. It’s an energized, exciting, engaging experience. Here, you can set the rules. You can shape the customer journey, from acquisition and conversion through to loyalty. And you can watch your efforts succeed. You’ll develop your skills collaborating across regions and functions. If you want to make a life-changing impact on customers, there’s nowhere better to develop your career. For our Brand Retail Store team in Lausanne, Switzerland we are therefore looking for a Head of Brand Retail Operating Guidelines. In this position you will develop the global operating guidelines (Store Operating Guidebook) and standards (SOPs) to operate IQOS physical retail formats across channels (direct and indirect retail), in order to deliver the desired consumer experiences per each format, customer service excellence, visual merchandising execution to ensure effectiveness and consistency of store operations, sales transactions, and consumers service satisfaction. You will manage the global community of store operations SME's to co-create and test diverse solutions to constantly improve the store operations resulting in growing NPS, higher conversion, attachment rate; cross sell/upsell, improved revenues and higher profit per touchpoint. You will: • Build best in class solutions to support IQOS Store staff across all formats to deliver memorable customer experiences by providing necessary tools and resources as well as constantly focusing on service quality improvement • Develop all relevant toolboxes covering all brand retail activities related to store operations and sales effectiveness, to be used on a global scale. To include management of footfall, queue management, inventory management, cash management, dashboards • Develop all relevant toolboxes covering all brand retail activities related to consumer experiences delivery, to be used on a global scale • Build strong relationship with the markets. Identify and share best practices, provide feedback and bring expertise • Define store operations KPIs guidelines with retail formats and channels specifics • Manage the global community of store operations SME's to co-create and test diverse solutions to constantly improve the store operations resulting in growing NPS, higher conversion, attachment rate; cross sell/upsell, improved revenues and higher profit per touchpoint We’re looking for someone with: • Experience in consumer-facing businesses (Experiential Retail, Hospitality, Consumer Entertainment), including upscale or diverse brand products and services) and store operations management • Past experience in running direct brand retail activities with proven evidence of achievements • Experience in building and leading culturally and demographically diverse teams • Strong prioritization skills with the ability to handle multiple competing deliverables • Demonstrated experience building strong relationships with various function and working collaboratively across all disciplines • Strong prioritization skills with the ability to handle multiple competing deliverables • Possesses a high degree of emotional intelligence and can be flexible to adapt easily • Quick learner and problem solver who thinks outside the box to find solutions with a track record of successful results delivery • Excellent verbal and written communication skills, including formal presentation skills What we offer: Our success depends on the men and women who come to work 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 improve the lives of a billion smokers. PMI is an Equal Opportunity Employer
  • Contract
    Full-Time
  • Location
    Lausanne, Switzerland
  • Department
    Marketing
  • Remaining Openings
    1
  • Job ID
    21639
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