Consumer Experience Lead

One clear purpose - to deliver a smoke-free future. Times are changing at PMI. We’ve chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business by building 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. Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model – and our newly created Customer Centric Organization (CCO) team is driving that commercial transformation. You will be accountable for the design, tactics, implementation, coordination, and maintenance of Retention consumer programs in the Portuguese market such as user registration, handholding of new users, trade-in, upgrades or Next-Best-Action. As a Consumer Retention Lead, your main accountabilities will be: • Coordinate IQOS users’ retention consumer programs such as user registration, handholding of new users, trade-in, upgrades or Next-Best-Action and approve it in governance meetings with the Management Team. • Ensure with Legal, Internal Communication, Finance and Corporate Audit teams that the program and initiatives respect all legal, ethic and compliance guidelines that our company requires, adapting whatever needed until all stakeholders are aligned with the level of risk that the programs might have. • Coordinate with analytical areas and respective departments the regular control of previously defined Legal, financial and compliance boundaries defined are being kept. • Define with the respective operational teams and external partners the process for each step of the program, clearly stating accountabilities and ways of working for each team/person in the process. • Coordinate the deployment and continuous improvement of consumer retention programs with all channels and back office teams involved. This means coordinating the deployment of initiatives across thousands of retailers, both direct and indirect, as well as B2B and B2C sales forces of several types, ensuring that all of them are correctly briefed and have support processes to all possible cases. In terms of back-office teams, there is the need to coordinate efforts with IT department, CRM & Brand contents, creation and refreshment of trainings with our internal training department, ensure first months of hypercare with commercial opps teams that need to become independent after initial months, coordinate with Commercial Intelligence teams the creation of Reporting & control analysis. • Control the budget of Retention consumer programs by guaranteeing cost evolution is analyzed and considered and if available budget is projected to be exceeded, raise the topic to budget and control teams. • Ensure compliance with Standard Operating Procedures of managed programs, such as Consumer registration, handholding of new users, trade-in, upgrades or Next-Best-Action. Coordinate & implement continuous improvement of program, based on results tracking, feedback and new business priorities. • Guarantee that internal stakeholders have the adequate knowledge and understanding of the programs and initiatives through regular presentations in coordination meetings of different kinds and seniorities. Also coordinate with Marketing & employee engagement teams the image of materials & communication moments related to each of the consumer programs to guarantee right positioning of the program and its awareness by all relevant stakeholders. • Coordinate other smaller and more tactical initiatives related to IQOS users’ Retention, such as a creation of a self-service page in IQOS.com with personalized information of all services that each LAU has the right to use at any given time. Skills & Competencies: • You have a university degree preferably in Management, Economics, Marketing or Engineering. Ideally having completed an MBA program. • You have analytical and strategic thinking to fully understand impact of decisions and business issues. • You have experience in coordinating complex projects/programs that involved multiple teams and functional areas, such as sales teams (from distinct channels), legal department, internal controls, IT teams, Marketing, communication, CRM. • You are comfortable with i. dealing with numbers, ii. presenting to stakeholders of every degree of seniority, iii. taking decisions on potentially ambiguous settings • You are extremely consumer centric (both end consumers and internal stakeholders) to ensure success of programs at hand. • You have a fluent English proficiency