Roma, Italy





Job ID


Manager Consumer Experience Design Be a part of a revolutionary change At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. 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. In the role of Manager Consumer Experience Design you will lead the design and execution of omnichannel strategy based on consumer journey in order to achieve the company’s short and long term objectives, aligned with the PMI’s smoke free future vision. This role is to design the best eco-system – including initiatives, channels, contents delivery, and strategy support, in order to deliver the best omnichannel consumer experience across each steps of the Consumer Journey. Specific Responsibilities include: Voice of Consumer: • Be the voice of the consumer for the all phases of the Consumer Journey, based on outcomes of the NPS inner loop and on data provided by Consumer Insights and Analytics, Commercial Planning and Digital; • Continuously assess and monitor consumer data and feedback to optimize consumer journey roll-out effectiveness; • Contribute to digital ecosystem evolution; • Test and assess internal assumptions on the Consumer Journey. Experience Strategist end2end: • Develop and propose the orchestration solution and strategic roadmap, while ensuring execution of deliverables against agreed plans; • Facilitate information sharing with other work streams and propose improvements of identified Customers Journeys pain points; • Propose to all program owners the most impactful recommendation of Consumer Journey, for both consumer experience and business objectives; • Identify synergies and gaps to propose solutions; • Act as the primary touchpoint for Experience Design solutions; • Asses all current and potential new initiatives via Consumer Journey needs. Experience Service design: • Coordinate Acquisition & Retention activities and messaging; • Be a trusted advisor for Journey & Channel Teams to facilitate proper actions through data overview. Reveal bright & pain points in the omni & the channel journeys; • Create solid business cases for omnichannel commercial actions & provide feedback; • Synthesize data from different sources to have a 360° overview of users and their journeys; • Safeguard clear, accurate and simplified metrics, both for channels as well as for toolboxes; • Build and provide product multichannel Experience Framework across all steps of the Customer Journey, both offline and online. Active contributor @Squad: Support Agile way of work in the organization by helping own team to deliver in Agile Squads, also with personal participation in one of the Squads: • Ensure rightful development of subordinate team members by taking care of their individual development plans; • Work on increasing collaboration, communication, and good spirit within the team and towards other commercial teams. EHS & Legal compliance: • Ensure adherence to Environmental, Health & Safety norms and regulations in own area of responsibility to maintain sustainable legal compliance in all these areas, while reducing potential accidents and losses; • Legal compliance: Ensure that all brand programs and activities are in full compliance with local market regulations of clustered markets, PMI Marketing Code and business policies and procedures. Requirements: • Demonstrated project management experience; • At least 7+ years in commercial/marketing/finance and/or project management functions • Proven experience, at least 3+ years, in Consumer Experience Design role in structured and complex environment; • Proven experience in projects governance, tracking, and reporting; • Strong communication Skills; • Action oriented; • Ability to impact stakeholders; • Omnichannel expertise; • Strong in planning, data and digital savvy; • Good people activator and consumer-centric approach; • People Management • Agile Methodology • Fluency in English is mandatory, Italian is a plus. 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. Work Location: Rome Type of Contract: Permanent Level: Senior Manager Philip Morris Italia is one of the two Italian affiliates of Philip Morris International, a leading company in the tobacco industry. With almost 1000 employees, it is engaged in the development and commercialization of smoke-free products.