Stamford CT, United States





Job ID


Customer Journey Specialist (Acquisition/Growth) - 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. In late 2022, PMI acquired Swedish Match and its leading oral nicotine product portfolio. We can now provide legal age nicotine users who would otherwise continue to smoke, access to a broader range of better alternatives to combustible products. 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. Our beautiful HQ in Stamford, CT is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC. The Customer Journey Specialist will contribute to the development of an overarching strategy of the consumer journey phase they are assigned to. This position will be working closely with Consumer Programs Managers, other stakeholders in the market, and PMI Operations Center to clarify and further define the consumer journey to improve the customer's experience. In this position, you will have end to end ownership of deliveries of a consumer program (acquisition, retention programs and services) including analysis, design, planning and delivery assurance. You will identify opportunities to develop new or improve existing ways to satisfy consumer needs and meet business KPI's. Your ‘day to day’: OMNI-CHANNEL PROGRAM DESIGN & IMPLEMENTATION •Understand consumer base, their needs and pain points by performing in depth data analysis utilizing the research data and consumer feedback to recognize gaps and opportunities in implemented programs. •Formulate critical business needs & design business processes to enable teams to build, implement new or enhance existing omni-channel consumer programs •Define clear goals and objectives for business processes within consumer programs, involve stakeholders in the process and document processes using process modeling techniques and tools. •Continuously monitor and measure programs and processes performance. Validate the IT build for each service and consumer program to ensure seamless consumer experience. PROJECT PLANNING, MANAGEMENT & DEPLOYMENT •Work with project teams to implement projects with well-defined outcomes, milestones, and metrics. •Timely follow-up on the various project milestones with the underlying objective of fast but fully consumer centric execution. PROJECT GOVERNANCE AND REPORTING. •Actively monitor program status & performance throughout its life cycle (KPIs, ROI, impact). Who we’re looking for: •At least 3 years of experience in commercial systems and/or digital background, business/process/solutions design background. •Experience with campaign management software and BI tools. •Omni-channel program design & implementation experience •Experience managing system developments. •Prior experience in a quantitative or analytical role. •Passionate about consumer experience, process mapping, and enhanced solutions. •Highly collaborative with ability to manage various stakeholders and exercise indirect influence. •BPM certification is a plus. •Bachelor’s degree in Economics, Business Administration, or another relevant field. •Legally authorized to work in the U.S. Annual Base Salary Range: $92,000-$126,500 #LI-Hybrid What 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 Philip Morris International (PMI) has been an entirely separate company from Altria and Philip Morris USA since 2008, with PMI focusing on international markets outside the United States. PMI has never sold cigarettes in the United States. 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, 2023, PMI's smoke-free products are available for sale in 82 markets in key cities or nationwide, and PMI estimates that approximately 19.7 million adults around the world, excluding Russia and Ukraine have already switched to IQOS and stopped smoking. For more information, please visit and