Petaling Jaya, Malaysia





Job ID


RISE TO THE CHALLENGE At PMI, we have chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products and beyond with the power to deliver a smoke-free future. We are committed to inclusion & diversity and is proud to be an equal opportunity employer. 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. Your “day to day” As part of the Consumer Experience leadership team, the Manager Retention is the market owner of the consumer experience design for the retention stage of the consumer journey and is responsible for driving its seamless deployment across Commercial, being ultimately accountable for NPS. Within the consumer journey stage, the incumbent is also responsible for the deployment of a set of programs, projects and initiatives. The role is the voice of the consumer for the specific stage of the journey and is a key leader of the horizontal Commercial project-based organization. You will also be responsible to: • Embed the global Consumer Journey framework (Compass) within Retention phase in the market commercial activity, ensuring omni-channel experience deployment and leveraging global guidelines and toolboxes. • Design local consumer experiences in line with global guidelines and the Consumer Journey framework (Compass) to address the needs of different consumer segments and to enable consumer value management and CRM activities • Lead cross functional teams to scope, define and deliver commercial programs, projects and initiatives (i.e. Churn Management, etc.) to improve NPS and Consumer experience in the specific stage of the Consumer Journey. The team members report solid line into different team across Commercial and beyond but operate in project teams coordinated by the Consumer Journey leads through the PBO methodology application. The allocation of projects to Consumer Journey leads depends on the expected outcomes of the projects and on workload considerations. • Accountable for the benefit realization and the timely execution of programs, projects and initiatives as leader of cross-functional teams. • Be the voice of the consumer (internal consumer advocacy) for the Retention phase 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. • Translate the 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 FFWD and PBO methodologies and ways of working across Consumer Journey projects and initiatives. • Provide inputs on resource needs for the portfolio of projects being managed, centrally collected by the Head of Commercial Program Management, who consolidates a recommendation to allow the Commercial governance to make informed resource allocation decisions. • Participate in the Consumer Experience leadership team governance and provide input and recommendation to overall Consumer Experience short / long term plans as journey stage subject matter expert. • Develop the consumer centricity mindset and consumer data driven decision making across the entire market organization. Who we are looking for: • A systematic and logical approach to problem solving and a capacity to work around problems. Ability to adapt and respond quickly to a fast changing environment. • A self-starter, ability to prioritize, conflict-resolution skills and adhere to business-critical deadlines. • An entrepreneurial by heart - Optimistic, able to take calculated risks, and most importantly can execute and/or improvise based on untested ideas. • Ability to communicate relevant information to all levels of the organization, provide leadership and vision, and engage people to achieving business objectives.   • Demonstrates the ability to work sensitively, and effectively, within and across diverse teams. • Demonstrates authentic ambition, sense of urgency, agility and tenacity and a genuine commitment to revolutionizing the industry. • Excellent written and verbal communication skills. • Degree in marketing, business, engineering or equivalent.