London, United Kingdom





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions. The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke. It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future. Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place! For our Digital Marketing team in London (UK) we are therefore looking for a Lead - CRM Digital Marketing Operations. The overall purpose of this position will be: being responsible for overseeing the subject matter experts (SMEs) supporting the deployment of digital marketing campaigns in 5 Regional Hubs who service 35+ countries, driving brand awareness and commercial success of IQOS through CRM. Media channels. This role will be to provide technical and project assistance to the CRM Global Operations Manager as well as providing insights and strategic feedback. The Lead - CRM Digital Marketing Operations will monitor resource capacity, maintain vendor relationships to scale CRM operations, help plan global and local deployment roadmaps and ensure timely delivery of CRM marketing campaigns to the markets through the Hubs. You will: • Oversee CRM activities in Hubs and provide triage on complex CRM issues. • Manage external CRM Resources supporting CRM regional leads and Global Operations Manager in delivering CRM campaigns. • SME on SFMC for Regional Hubs and Markets • Monitor and share monthly consumption reports with regional hubs • Deliver greater use of existing Marketing Cloud functionalities • Become SPOC for data related queries from markets and regional hubs • Support external resources on new functionality training. • Work closely with Regional Hub Heads to ensure Marketing Operations Services team are providing quality services to the markets, and support the Regional Hub Heads, when it does not meet expectations • Oversee global operations governance and facilitate audits of subject matter experts (SMEs) in the Hubs to address performance challenges and mentor employees to help them on their journey within Philip Morris International • Provide feedback on opportunities in CRM and Digital Media to the Manager of Global Operations so strategy can be updated or altered • Monitor resource capacity and budget within operations, scale operations with agency consultants as needed. We’re looking for someone with: • Bachelor’s degree in marketing or business preferred with 5+ years’ experience in digital marketing • Qualifications in Salesforce Marketing Cloud • Strong SQL and AMPscript skills • Proven knowledge of large customer DBs • Proven experience in corporate or agency handling global CRM and/or Digital Media operations (restricted marketing categories preferred) • Ability to manage multiple priorities in a fast-paced environment, collaborating with multiple stakeholders across the global digital footprint to drive brand awareness and commercial success • Strong people management skills with experience on managing remote teams in multiple locations and agency relationships. • Knowledge in CRM and Digital Media best practices with a data-driven mindset that can quickly problem solve complex business issues spanning multiple markets • Robust consumer-centric approach understanding what consumers want and use digital data to capture customer insights and share this across the organization What we offer: Our success depends on the people 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. PMI is an Equal Opportunity Employer