London, United Kingdom





Job ID


Manager Brand Retail & Face-to-Face (BR/F2F) Technology – Business Design 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 one clear purpose – to deliver a smoke-free future. 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. The Consumer Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world. It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future. Here, you can make a difference. You can shape the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills, collaborating across functions, markets, and regions. If you want to make a life-changing impact on consumers, there’s no better place! For our Omnichannel Branded Retail channel team in London, UK we are looking for a Manager Brand Retail & Face-to-Face (BR/F2F) Technology – Business Design In this position you will be the business owner of all Brand Retail, Face-to-Face Coaches, Indirect Retail, and IQOS Partners technology solution designs, working in collaboration both internally within the Brand Retail department, Retail Operations & Technology team and externally with our markets, IT & omni-channel departments. You will define and design the products, features, processes & capabilities for Technology in our BR/F2F channels, both from a mono-channel and omni-channel perspective, with the aim to improve channel operations, colleague experience/efficiency and the delivery of CX to our customers. You will: · Be the owner of business cases & justification for solution design/developments. Designing desired impact on UX, CX, or Channel Performance. · Breakdown Customer Experiences and channel operations into processes and requirements to the F2F Product Development team. · Assess technology opportunities & needs in terms of costs/benefits/experience/relevance · Prioritize needs and developments to build a customer-centric and business-impactful 3-yr rolling roadmap · Triage business requests (in the form of tickets) providing recommended prioritization based on agreed criteria · Communicate solutions, functionality, business cases & strategic roadmaps with stakeholders across the business globally · Design processes & support the functional scope of solution templates to be deployed globally by the BR/F2F Technology Deployment team. · Jointly build/select the solutions and vendors fitting our purpose · Collaborate with F2F Technology Deployment team to evaluate and integrate relevant localization needs (e.g., local regulations, specificities) · Directly manage projects and lead a team to manage projects in an agile way from brief definition to tests, MVP, learning, adaptation and roll-out · Align technology roll-out strategy with Retail Build process to secure smooth store openings · Support Retail Performance team in consolidating and analyzing the required data through the systems · Follow-up with Retail Technology vendors on delivery and performance · Solution design for all BR/F2F DCE2 (omni-channel) systems in conjunction with IT team & our consultancy partner: § POS § Clienteling Tools (For Direct/B2C & Indirect Retail/B2B) · Solution design for all BR systems in conjunction with 3rd party suppliers: § Staff Scheduling § Queue & Appointment Management § Footfall counting § Tax Free Shopping § Other systems as selected by BR to provide retail store solutions to markets · Solution design for all “Phygital” systems & projects in conjunction with digital channel design owners. Current projects include; in store digital demonstrations & sales conversion, colleague-2-consumer chat · Working closely with IT & Omni-channel business systems designers for omni-channel solutions · Engaging with 3rd party systems organisations to understand & influence future development roadmaps o Collaboration with other OC departments to understand potential impacts of supply chain, wider IT, or other departments, ensuring any impacts on customer journeys are escalated o Creation of SOP’s & Guidelines to support user training & deployment of BR technology solutions We’re looking for someone with: · Retail Operations experience: Either at a Store Manager / District Manager level, or a Retail Operations position in a market or Global HQ, dealing with customers (both internal and external) and delivering a high quality CX. · Retail Technology experience: Designing products, features, processes & capabilities for Technology in Brand Retail and backing development needs by business cases showing impacts on channel performance or CX delivery. Products could include; § Retail POS § Clienteling tool/application (for Direct Retail/B2C or Indirect Retail/B2B) § Staff Scheduling system / Workforce Management System § Footfall Counting System § Queue Management System § Retail Excellence tool (task tracking, store audits, store communication) · Strong communication skills, and the ability to collaborate with colleagues at all levels of the business, from shop floor to senior directors · “Phygital” integration understanding & experience: Strategic understanding and experience in designing digital integration of brick-and-mortar retail into eCommerce. · Omni-channel integration understanding & experience: Strategic understanding and experience in designing & integrating offline channels to online channel, and defining the supply chain requirements needed to make this happen · Excellent understanding of retail IT systems & architecture: e.g., POS systems (ideally CEGID), major ecommerce platforms (ideally Hybris), Salesforce dot com (SFDC), SAP, AWS, MS Azure, and others. · Experience in designing technology business cases & requirements that can be used at blueprints for Technology development with product developers and IT. · Excellent understanding about various retail operating models (direct, consignment, third party operated) and the implications this can have on Brand Retail & Face-to-face technology. · Preferably knowledge of multiple PMI markets dynamic and legislative framework. · Experience within large matrix-style global organizations · Experience in working with culturally and demographically diverse teams · Demonstrated experience building strong relationships with various function and working collaboratively across all fields and can work with ambiguity · Quick learner and problem solver who thinks creatively to find solutions with a track record of successful results delivery · Excellent verbal and written communication skills, including formal presentation skills · An individual that can build collaborative relationships, demonstrates empathy and resilience What we offer Our success depends on the women and men 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 deliver a smoke-free future. PMI is an Equal Opportunity Employer #Lijobs