Stamford CT, United States





Job ID


US Head of Retail Operations – Stamford, CT 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. Our success depends on people who are committed to our purpose and have an appetite for progress. We are excited that our US headquarters in NYC has moved to Stamford, Connecticut as of November 2022. Our beautiful new location is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC. Your ‘day to day’: The US Head of Brand Retail is a business-critical role to establish and lead a National high growth network of branded retail touchpoints (IQOS Boutiques, IQOS Partners/Shop-in-shop, & Face-to-Face (F2F) coaches). This role is accountable for consistently delivering superior F2F experiences to LAS/LAU, at optimal density, that differentiates IQOS, grows brand superiority & supports efficient share growth. The role will deliver on commercial targets as well as inspiring advocates for the IQOS brand (NPS). Driving best-in-class experience in branded touchpoints will result in brand affinity having measurable, cascading market share impact for adjacent proximity channels (.com/Indirect Retail). Key accountabilities: Strategy: • Develop and bring a truly innovative approach to a branded touchpoint strategy to rapidly build the IQOS client base and elevate brand desirability. • Provide direct to consumer retail business acumen and build a US retail plan that inspires cross functional teams and attracts top partnership talent in the market • Collaborate with Insights and global channel strategy teams to lead and deliver future footprint expansion opportunities, optimizations and innovation initiatives • Achieve commercial targets and growth within a framework of consumer centricity, people centricity and brand desirability. Sales/Marketing/ Operational excellence • Delivery of an ownership experience and consumer delight vs. just a buying experience. • Delivery of commercial programs, projects and corporate initiatives in branded retail touchpoints, creating a culture of clienteling, efficient operations and exceptional on-brand consumer experiences in-store. • Collaborate with marketing and commercial teams to ensure strong traffic driving initiatives to branded channels • Continuously optimize channel productivity and operational effectiveness to deliver against targets and maximize long-term store performance • Set up End-to-end accountability across employees, contractors and commercial partners (including supplier management, 3rd party staff motivation, compliances, etc.) • Set up and monitor the reporting and analytics, to identify and address experience gaps, service and product sales opportunities • With support from global teams, owns the deployment of offline DtC systems (POS, clienteling, store locator, appointment booking, instore digital, etc) • Collaborate with ecommerce head to deliver seamless and coherent O2Oconsumer journeys • Participate in Commercial Operations leadership team governance, providing deep Direct to consumer channel expertise Talent Leadership • Hire, train and create a dynamic organization that develops the teams, the measurements, processes and systems to deliver on the ambition to deliver best in class F2F consumer engagement • Ensure a high quality, engaged and skilled front line (directly or indirectly employed) leveraging all people management levers (communication, recognition, reward, training, performance management, etc.) • Maintain excellent working relationships through exceptional stakeholder management using a hands-on approach, backed up by consumer & business insights, grounded in data. Who we’re looking for: Expertise in Direct-to-Consumer owned retail channels. • Executive with min. 10+ years of experience in managing National retail for premium brands or Branded channels for Manufacturer/Retailer • Direct to consumer leadership in Omnichannel structure for global brand • Branded store retail Operations Management • Experience in managed service third party environments Solid experience in collecting and acting upon consumer feedback within own channel: • Consumer Feedback & Consolidation • Consumer Experience Management Solid experience in managing relationship with third parties: • Customer Service, Selling, Negotiation • Third Party Partner Management Solid foundations: • Business Unit / General Management experience • Strong business and financial acumen • A risk taker, not afraid to experiment • Strikes the right balance between strategic thinking and operational excellence • Leads and mentors retail teams to deliver best in class retail experiences • Client centric with propensity to drive Insights and Analytics into Action • Project Management & Agile ways of working • FMCG/consumer electronics /familiar with regulatory environments Must be legally authorized to work in the U.S. Annual Base Salary Range: $185,000 - $260,000 What we offer • We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more! • We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. • 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 improve the lives of a billion smokers. PMI is an Equal Opportunity Employer PMI Global Services Inc. and PM Global Brands Inc. are a subsidiary of Philip Morris International Inc. Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company, its shareholders and its other stakeholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, as well as smoke-free products, associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. In addition, PMI ships versions of its IQOS Platform 1 device and consumables to Altria Group, Inc. for sale under license in the U.S., where these products have received marketing authorizations from the U.S. Food and Drug Administration (FDA) under the premarket tobacco product application (PMTA) pathway; the FDA has also authorized the marketing of a version of IQOS and its consumables as a Modified Risk Tobacco Product (MRTP), finding that an exposure modification order for these products is appropriate to promote the public health. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI's smoke-free product portfolio includes heat-not-burn and nicotine-containing vapor products. As of September 30, 2022, PMI's smoke-free products are available for sale in 70 markets in key cities or nationwide, and PMI estimates that approximately 13.5 million adults around the world, excluding Russia and Ukraine have already switched to IQOS and stopped smoking. For more information, please visit and #LI-Hybrid