Antwerp, Belgium





Job ID


Consumer Experience (CX) team - Context We at Philip Morris are all committed to realizing a dramatic change: completely replacing cigarettes by scientifically substantiated reduced risk smoke-free products (RRPs). It is the biggest shift in the history of PMI and the industry. It is the right one for our consumers, our company, our shareholders, and society. The mission of our newly formed consumer experience team is to deeply understand the needs and pains of the current adult smokers who don’t quit smoking, in their journey to switch completely to a better smoke-free alternative. The team will achieve this mission through their relentless focus on value-adding activities based on experience from the past, consumer insights and decision-making. The main responsibilities will be: o end to end ownership and continuous improvement of specific phases of the consumer journey o identifying consumer pain points and delights, leveraging consumer insights and analytics o ideating and experimenting new initiatives and programs and continuously improve current ones o coordinating the NPS (Net Promotor Score) loops across the teams and towards the European and Global organization To strengthen this team, we are looking for an Interim Voice of the Consumer Manager. Voice of the Consumer Manager Purpose of the role As part of the CX leadership team, you are the owner of the consumer feedback and experience review loop. You connect the insights of the entire consumer journey and are the guardian of data driven decision making, together with the consumer journey heads. Key accountabilities 1. Be the voice of the consumer and single point of contact for consumer insights & feedback: • Consolidate & process omni-channel consumer insights from local key stakeholders (Business Planning, Business Intelligence, Channel heads, Consumer Journey Heads, Commercial Planning) and other market learnings • Setup & coordination of omni-channel audits (based on tools supplied by Global HQ or with own local agency) • Responsible for connecting the dots between different sources of consumer insights • Create CX analysis with updates on insights on consumer pain points / needs and identify insight gaps along the consumer journey • Accountable for omnichannel consumer dashboard (close collaboration with Business Intelligence (PowerBI)) 2. Owner of the full Consumer Journey overview: • Pain points & sizing of those across different stages • Identify crucial / priority pain points & share in CX leadership team, where together with the CJ Heads you discuss way forward Key challenges in the role 1. You will play a key role in establishing and shaping the new CX function in the organization. This initial period will require the team to deal with ambiguity and demonstrate resilience in a fast evolving environment 2. Constantly stand up for the ‘voice of the consumer’’. Live for and defend insights-driven decisions. What we are looking for: Key competencies & Experience • Consumer Focused mindset • Demonstrate curiosity and connecting the dots in the benefit of our consumers • Strong collaboration skills (internal & external stakeholders) • Stands out in managerial courage Excels at influencing others and leaving a mark • A growth mindset , enabling you to be resilient and able to adapt to a changing work environment • Solid understanding of Data Analytics, and deriving insights from data Practical information: This is a temporary position starting in December/January and will last approximately 4 months.