Head Heat-not-Burn Retention Consumer Experience

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 Heat-not-Burn Retention Consumer Experience team in Lausanne (Switzerland) we are therefore looking for a Head Heat-not-Burn Retention Consumer Experience. The overall purpose of this position will be to support the HNB CX retention head in developing an overarching retention strategy for the HNB category. Define the value proposition, strategical development and enhancement of the IQOS CLUB loyalty program to drive customer satisfaction, consumer equity and bespoke experiences across all channels and articulates the program applicability to the HNB 2-tiered portfolio. You will: • Loyalty Program/IQOS CLUB Vision & Strategy Designs and develops at scalable, globally consistent, and optimized omnichannel program framework, driven by consumer data and consumer insights, that translates to relevant consumer experiences creating further emotional bonding and in line with brand positioning • Loyalty Program Development Designs the complete service product journey (lifecycle) of global new features and enhancements from planning to completion - primarily designed from consumer insights/data, driving brand and category attachment and defines the target audience and targeting strategy as well as tools for engagement. Monitors and collects best in class executions from different industries and co-creates with markets based on best practices. Works in hand in hand with IBB to define the engagement strategy & needed enhancements. • Guidelines & Toolboxes Designs & develops global consumer program SOP, including program KPIs, driven from consumer insights and enhancements as the business needs evolve. Works hand in hand with IBB & defines and delivers briefs to develop the desired consumer experience and suite of communication assets & brand engagement mechanics, in addition to deployment guidelines via toolbox publication • Stakeholder Management & Global Community - Is the global subject matter expert for markets, regions, and OC stakeholders for the loyalty/IQOS CLUB program providing support &guidance - Sets up, coaches, and develops the global program community for best practice sharing - Leverages and creates a true partnership with IBB, to ensure coherence in all brand engagement and critical brand comms are seamlessly integrated into the loyalty program • Consumer Management Systems & Capabilities Defines global business requirements for the design & IT system build, assess fit gap from legacy/local IT platforms to DCE 2.0, prioritizes the capability demand and assess system development requirements stemming from markets • Program benefit & Performance Monitoring Supports in the development of the program business case to assess program ROI and pay back time as well as monitors program performance and enhances the program framework based on data. • Budget Accountability Defines the global program budget, provides the inputs for budget cycles to manage under/overspends and defines the needed x functional SMEs and FTE allocation to carry project through We’re looking for someone with: • University degree in Business / Economics / Marketing / Engineering • 10+ years of experience in global product/service development/management, product lifecycle management, marketing, and business development Understands and has worked with Retention and loyalty programs/mechanics Driving global cross-functional implementation of product & services lines Strong digital background Driving global cross-functional implementation of product & services lines Leadership and relationship management within ambiguous and challenging environments Proven team player, collaborative & and strives to overcome barriers Previous loyalty experience will be an advantage Fluency in English 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