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. The Consumer Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future. Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there’s no better place. For our Omni Channel Operations team in London, UK (Global Studio) we are therefore looking for a Manager, CRM Operations! In this position you will be responsible for the day-to-day governance of subject matter experts specialists in CRM, deploying structured and data-driven CRM campaigns in 60+ markets. You will contribute to overall realization of business objectives by owning customer problems and finding opportunities for growth, and ultimately promoting data driven consumer centric approach across the organization! You will: • Partner with CRM Hub Leads to launch structured and data-driven automated campaigns that are triggered by consumer behaviours and delivered through CRM communication channels (e-mail, SMS, Viber, etc). • Define CRM operational processes to be in line with PMI standards • Drive operational efficiency by managing 3rd party resources supporting the Hubs, automating existing processes, where possible, and standardize campaign deployment to ensure multi-step communication that enhances global brand narrative, avoids customer friction and enhances the IQOS experience. • Support CRM Hub Leads who are modifying CRM strategies to meet local requirements, working with multiple partners to build CRM capabilities within the market, and troubleshooting platform issues that may inhibit CRM orchestration. • Overall proficiency in CRM best practices and market requirements where smoke-free future campaigns are being launched. • Have hands on experience with data management, analytic frameworks and monitoring data quality. • Act as a SME in the area of CRM functionality and usage. • Understand the defined CRM and accompanying data strategy and decision framework in execution of CRM updates and processes. • Maintain accountability for aligning to operational objectives and short-term planning for CRM usage. We’re looking for someone with: • Experience in CRM Management for a global brand or large agency. • Running / coordinating CRM related projects with strong understanding of CRM systems, performance metrics and customer segmentation • Experience on global CRM projects and can navigate in a matrixed organization. • Proven experience managing system vendors (Salesforce Marketing Cloud preferred) • Strong interpersonal, communication, influencing and analytical skills. • Confirmed ability to lead multiple projects and consistently meet deadlines. • Change management and project management experience. 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 #LIjobs