Toronto, Canada





Job ID


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 to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. ‘Consumer Life Sciences’ is a completely new part of our business, built to pioneer new products as we strive to build our smoke-free future. We’re PMI’s connection with customers, turning our understanding of different markets and customer motivations into effective marketing and commercial strategy. We’re driving forward our revolution. If your skills are in business management, economics or marketing, there’s no better place to work right now. We have the resources and the people power to succeed. Our culture is creative, collaborative, flexible and dynamic, with a refreshing lack of hierarchy. If you’re adaptable and comfortable with ambiguity, you’ll find so much freedom here to shape your future and endless opportunities to develop. The Manager Care Products & Services RRP role is designed to provide customer care expertise on the development and deployment of Care strategies and capabilities (i.e. to build direct sales and service relationship with current and potential RRP users). The areas of expertise include: (1) Customer Care (across touchpoints CSC, Digital, F2F), (2) Service Products (3) Customer Journey Integration (Remote Acquisition, Conversion & Retention) (4) B2C Infrastructure & Operations. Analyze and benchmark the Care strategies and capabilities in order to continuously improve customer experience while managing the cost to sell/service directly. Build and maintain care standards for care services & service products across all touchpoints, while leading, motivating and directing the care team to ensure a consistent customer experience, Your ‘day to day’ • Provide the LAS/LAU with a set of “sales” and “on-boarding (conversion support)” services during their IQOS journey, address their needs and pain points in a seamless and personalized way, through 1on1 consumer centric remote interaction methods such as: 2 ways SMS, instant messaging apps or phone calls. • Develop and implement channel agnostic brand retention programs to proactively support IQOS users at their moments of need / pain points (e.g. manage negative sentiment), minimize customer churn, as well as build campaigns to amplify positive word-of-mouth generating prospects amongst LAS. Establish a strategy and process to improve customer retention, device upgrade programs, version management & EOL. • Ensure to cater all customer care communication to different stages of the customer journey with Omnichannel logistical support. Define the strategy and harmonize for omni-channel service, including design standards, mechanics and channel strategy to replace or refund devices. Develop and deploy preventive communication material, ensure an effortless customer experience when dealing with product issues & design post replacement contact strategy to manage customer sentiment. • Lead the development and deployment of Care guidelines & standards, for Care practices and processes, ensuring a consistent Omnichannel customer experience across all touchpoints and platforms. Guide the integration of service guidelines & standards in comprehensive and useful toolboxes to be implemented by all channels. • Enhance acquisition strategy via remote & digital channels. Develop and deploy remote sales (remote Lead Management) & accountable for omni-channel rental programs designed to exponentially grow our RRP trial engine. Who we’re looking for • Post-Secondary College/Degree in business or a related field is required. • You are legally authorized to work in Canada and possess well developed communication, analytical and customer care skills. • 3-5 years’ experience in customer care or marketing related background. • Entrepreneurship and ability to see the opportunities, not just the obstacles demonstrating a "can do" attitude. - Proactive, detail orientated; Proficient user of Microsoft Office products; Passionate about improving customer care and enhancing consumer experience with consumer focus. • Open-minded with a positive approach with good collaboration with internal and external (agencies) stakeholders with excellent communication and presentation skills • Excellent organizational skills; attention to detail; willingness to work in a fast paced environment and effectively meet aggressive timelines. • The ability to work independently, unsupervised, and deliver ongoing results. • Flexibility in a fast-changing environment. • Language Ability: Professional written and verbal English (French fluency is an asset) • Project Management skills • Ability to work in a fast-paced environment with strong problem solving and learning skills • Proactive, independent, highly organized and excited about participating in growing our RRP business • Ability & passionate to coach, inspire and develop people 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. WHO WE ARE? We are Rothmans, Benson & Hedges Inc. Philip Morris International’s subsidiary in Canada -an International Fortune 500 Company. Today we are Canada's second largest tobacco company. In addition, RBH Inc. was awarded Top Employer for 2017, 2018 & 2019. We currently employ over 700 people throughout our six corporate and sales offices and our factory. Our parent company PMI is one of the world’s leading international tobacco company. In addition to the manufacture and sale of cigarettes, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term we used to refer to products that present, are likely to present, or have the potential to present less risk of harm to smokers who switch to these products versus continued smoking. PMI has a range of RRPs in various stages of development, scientific assessment and commercialization. Click on the following link to learn more about the science behind the RRPs: Rothmans, Benson & Hedges is committed to providing equal employment opportunity for all current and prospective employees, as well as to promoting a culture of inclusion and respect for each individual. We celebrate the innovation that diversity creates in the work environment, and we recognize that each employee brings their own unique capabilities, experiences and perspectives to the organization. It is this diversity that adds value to our teams, as well as to our stakeholders. In particular, we are committed to providing equal employment opportunity regardless of race, ancestry, colour, religion, sex, marital/family status (including pregnancy), national origin, sexual orientation, immigrant and newcomer status, gender identity/expression, age, citizenship, or disability. We consider qualified applicants who have passed the criminal background checks, consistent with legal requirements. We strive to recognize and value diversity and equity, and to ensure the inclusion of underrepresented groups and the four designated groups: women, Indigenous peoples, persons with disabilities and members of visible minorities. We value, respect, and equally support applicants from these groups. We welcome and encourage applicants to reach their full potential with us. If you are unable to apply for a position online, or require any further accommodation during our recruitment process, please contact: