Prague, Czech Republic





Job ID


Philip Morris ČR a.s. is strengthening its team dedicated to consumer journey projects, specifically Consumer experience team. As a part of the team, you will be responsible for ensuring that our consumers have a positive experience in every interaction and every touchpoint across the consumer journey. We’re offering you an opportunity to apply your expertise and creativity, be in the connection with other departments and acquire new skills. CONSUMER EXPERIENCE LEAD WHAT WILL BE YOUR ROLE? - Understand the consumer needs, emotions, pain points and ways to improve offered services - Analyze consumer interactions, insights and feedbacks through various sources and identify opportunities to improve consumer experience and brand perception as a “Love brand” - Working and develop consumer metrics as NPS, CSAT, CES to increase consumer satisfaction, loyalty and advocacy - Find the ways to reduce and remove consumer pain points with current products and services and develop solutions to improve consumer experience - Participate in projects related to development and deployment of commercial activities with Consumer experience expertise (advocating for consumer solutions based on consumer insights, voice of consumers, pain points.). - Participate on communication journey mapping across channels and cooperate on its designing - Define the touchpoints across the consumer journey and find the opportunities for improvement. WHO ARE WE LOOKING FOR? - Min. 3 -5 years of experience in CX/ customer care/ project management/ customer retention/ marketing communication/ marketing analyses/ market research/ sales / trade marketing (incl. traineeships) - Native Czech/Slovak language, able to communicate in English - Consumer centric approach, problem solving attitude - Strong analytical skills to be able to use data to identify trends and consumer needs. Experience with consolidation business and consumer data and their interpretation together with creative mind - Highly organized and detail-oriented - Familiar with project management principles and practices - Good time management, ability to work under pressure and handle multiple tasks simultaneously - Good communication, interpersonal and customer service skills - Team player and strong cross-functional collaboration skills - Intermediate MS Office user (Power Point, Excel) WHAT DO WE OFFER YOU? We offer a competitive salary and excellent benefits package such as: - Flexible working hours / home office possibility - 25 vacation days and 4 sick days - Meal tickets and plenty of restaurants close to the office - 11 000 points in BenefitCafe, Multisport card possibility - Summer/winter vacation contribution - Life & accident insurance, Pension plan with contribution (3rd pillar) - Possibility of above-standard medical care - Excellent location - Karlovo náměstí (line B, 10 min from line C - I. P. Pavlova), with terrace on 8th floor with great view