Roma, Italy





Job ID


Manager Retention & Product Owner 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. Part of the Consumer Experience team, the Retention & Product Owner Manager will coordinate the deployment of the Consumer Journey in the Retention phase, define briefs for episodes/activations, design and execute projects to improve NPS and Consumer Experience, and define new Consumer solutions and touchpoints. You will lead the Commercial programs, initiatives, and projects, coordinating cross-functional teams across Consumer Experience, Marketing & Digital and Commercial Operations to ensure effective execution. Specific Responsibilities Include: • Build and enhance an exhaustive Consumer Journey strategy for the relevant Retention episodes, based on current business opportunities, a deep understanding of market conditions, target audience, and ongoing customer behavior/feedback from different data sources. • Building Consumer Journey strategy across the Retention phase in the commercial activity, ensuring omnichannel experience deployment while leveraging guidelines and toolboxes; • Be the voice of the consumer (internal consumer advocacy) for the Retention phase of the Consumer Journey by leading cross functional teams to scope, define and leverage on commercial and marketing programs, projects, and initiatives to improve NPS and Consumer experience in the specific stage of the Consumer Journey. • Manage Retention stream development in order to assist customers in their consumer journey by delivering them relevant mechanics. • Measure & track retention programs / projects performance, ensure effectiveness and continuity of the program and identify necessary content improvements • Develop mechanisms for measuring effects of relevant mechanics and analyze learnings and insights to improve and adapt future events. • Accountable for benefit realization and timely execution of programs, projects, and initiatives as leader of cross-functional teams. • Continuously assess and monitor consumer data and feedback to optimize Consumer Journey roll-out effectiveness. • Analyze and monitor the Key Performance Index and provide timely and accurate data to ensure that Retention-related objectives and KPIs are in line with agreed targets. • Translate consumer insights into corrective actions to improve the experience in the specific journey phase, addressing specific gaps and opportunities. • Manage and update the Consumer Journey map, episode cards and opportunity briefs per stage. • Embed PBO (Project-Based Organization) methodology and ways of working across Consumer Journey projects and initiatives (Agile squad). • Take personal responsibility for one of the Squads as Product Owner. Be advocate and promoter of Agile way of working across the Italian market. • Develop the consumer centricity mindset and consumer data driven decision making across the entire organization. Requirements: • Mandatory: 5+ years of working experience in Commercial / Marketing / Sales functions, with focus on Consumer Experience, CRM, Sales • Business & financial acumen • Solid experience in Consumer Experience Management • Consumer feedback collection & consolidation • Consumer knowledge, insights & analytics into action • Demonstrated project management & agile ways of working • Route to market omnichannel strategy • Knowledge of English & Italian – proficient level is mandatory • Solid understanding of different trade and digital engagement channels (Loyalty, CRM) • Strong communication and leadership skills • Be a natural leader, with a collaborative and inclusive mindset 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.