Job Description

Consumer Engagement Executive -Contact Expert

Welcome to PMI Here at PMI we want to be far more than a leading cigarette company. We’re building PMI’s future on smoke-free products that are a much better choice than cigarette smoking. Indeed, our vision – for all of us at PMI – is that these products will one day replace cigarettes. Our company is changing – and fast. Do you want to be part of a truly dynamic worldwide team dedicated to an ambitious new vision? Are you truly an ambassador and advocate of the Customer Experience? Do you thrive in a fast-paced, groundbreaking environment? Then come and join us. About Your Role Your role is all about engaging with and supporting our consumers. You will be responsible for successfully engaging Legal Age Smokers and helping them begin their journey with IQOS through the most appropriate channel, guiding them through to conversion along their journey. You will ensure that our consumers receive a great experience and that their expectations are exceeded, as well as hitting your own commercial targets. Your Key Responsibilities Guiding our consumers along their conversion journey • You will support our consumers throughout their experience, using multiple platforms including Messaging Services, SMS, video call and email • You'll work with consumers across both their trial and post purchase journeys, handholding them towards conversion from combustible tobacco products to IQOS by providing support in overcoming potential paint points • You will record all interactions, meaningful information and the status of the consumer journey, ensuring data accuracy at all times Overcoming Consumer Challenges • You will capture our consumers' challenges, recording meaningful feedback and work with them to overcome any pain points, ensuring that they are successfully resolved • You'll share this feedback with our Consumer Engagement Leads, and be a key part in constantly improving our consumers' happiness during and after purchase. Operations • You will help our consumers progress through their discovery journey and find the most relevant channel in which to connect to the product. • You will manage leads, track progress and motivations to ensure we continue to engage with consumers in the best way possible • You will ensure excellent communication cross functionally to ensure consumer experience is seamless as they transition through their journey with IQOS. Leads Development • You will partner with our consumers to generate additional business through referrals and recognize training requirements for business partners involved in lead generation Maintain and Develop a Comprehensive Knowledge of the Consumer and IQOS • You will stay up to date and successful in your role through ongoing training and the support of our phenomenal teams both on the ground and in our Head Office in Hammersmith. About You We're looking for someone who truly understands what a great consumer journey looks like, someone who loves interacting with people. You'll have a natural curiosity around what makes people tic and enjoy interacting across multiple platforms, including over the phone. You'll also demonstrate a passion for making our consumers truly happy. You will come with a background of consumer facing experience, ideally in a retail or services environment, and demonstrate your ability to think on your feet, and support and be part of a growing and developing team. Are you looking for a challenge that sees you interacting with diverse and interesting people every day? Do you want to be part of a business that is changing and transforming? If so apply now. PMI sees equal pay for equal work between women and men as the baseline standard for equality and we've shown our actual pay practices match our good intentions with the Global EQUAL-SALARY Certification. On top this PMI is an equal opportunities employer.
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    London, United Kingdom
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