Lausanne, Switzerland





Job ID


Manager Consumer Journey – Lausanne, Switzerland 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 Marketing, Consumer Experience and Digital team in PMI Duty Free we are therefore looking for a Manager Consumer Journey. The overall purpose of this position is the custody of the consumer experience that coordinates the commercial execution. Identify consumer gaps and opportunities – based on data analysis and insight. This includes coordinating the Markets consumer satisfaction tracking tool (NPS) inner and outer loop to better understand the consumer needs, design and continuously improve the ‘target’ end-to-end consumer experience across all channels (based on the consumer gaps and opportunities) in line with the global Consumer Journey guidance and toolboxes, coordinate the omni-channel Commercial program execution at Market level; this includes the recommendation of the Commercial portfolio of programs, initiatives and projects to the Market governance, and leading its successful delivery from scoping to execution through Project Based Organization (PBO) ways of working. Lead the Market Commercial governance, including engaging / collaborating with Markets, strategy department (S&PD) and Project Management Office (PMO). You will: • Be the voice of Consumer for DF organization • Guide strategic marketing and commercial deployment for new product launches: define consumer experience gaps per airport using Consumer Journey (CJ) sizing tool and domestic CJ/consumer insights, define consumer metrics for new launches • Define omni-channel journeys and consumer experiences per airport (including integration of new digital tools in consumer journey) at retail • Maintain NPS management system: monthly NPS analysis, NPS huddles, outer loop initiatives (e.g. portfolio tool) • Oversee market research: steer market research budget with market research team, define research priorities for Duty Free, formulate business needs, steer project delivery • Steer post-launch trackers /market research to collect feedback from consumers (DTE research): work closely with Market research, Legal and commercial teams (IBS) • Drive data and analytics culture in marketing department: implement new data use case (scale marketing return on investment analysis, segmentation tool use cases), be data coordinator for marketing • Support strategic presentations and act as internal consultant: annual strategic process, strategic presentation to the Region (new launches) • Drive consumer – centric culture in Duty Free: consumer insights presentations in big forums, PMO governance: e.g. annual consumer trends presentation • Support the development of the new Multi Category approach at Duty Free: define seamless MC consumer journeys per airport, update consumer tools for MC (NPS, CIS) and consumer feedback loop in regards to MC deployment We’re looking for someone with: • A degree in Business Administration, Marketing, Commercial Engineering, Economics. A postgraduate MBA degree is also desired • Minimum 8 years of professional experience in consumer strategy and omnichannel marketing planning and deployment at global or regional level, in consumer related consultancy, in consumer strategy roles within large FMCG multinational companies, and as Agency Planner with large marketing budgets working for large FMCG multinational clients, are required • Ability to work cross functionally with marketing and commercial professionals • Clear written and verbal communication to express ideas and share the marketing strategies • Desire to stay current on the latest marketing strategies and methodologies • Excellent communication, presentation, and leadership skills • Fluent in English, both written and spoken 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 #LI-Hybrid