.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 and 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. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.The purpose of our B2C third parties Coordinator will be as follows:Main Accountabilities:Manage, coordinate, supervise SQUAD (hostesses) operations in order to contribute to the territory/region growth of IQOS Users & HnB (always ensuring KPI accomplishment).On-the-job supervision, communication with hostess's agency.Regularly monitoring performance is the main accountability in order to ensure provider ´s performance is up to standards/delivering results and optimal CX.Territory Plan Deployment:Execute the Territory plan considering the full consumer journey and selling opportunities.Cascade priorities to the agencies.Ensure tools, materials are working properly (ie- frontliner system usage and identification/escalation of errors) so that the agency can provide the service.Ensure visibility is in place and according to visual merchandising guidelines.Ensure the correct service providing with the supplier, by managing incidences.Training on the Job:Ensure the correct training over the user company (Philip Morris) and the agency.Train the provider to ensure the right messaging of benefits, programs, promotions, and objection handling for LAUs acquisition, retention, upselling, and cross-selling of PMI ´s IQOS portfolio.Train the provider- to foster business relations with touchpoint owners and staff (Retail) by providing professional and high-quality services.Monitor & Control:Do regular performance evaluation of the provider.Identify outliers/deviations/no compliant behaviors.Long-tail management: Action plans in place and decision making to ensure provider ´s performance is optimal.Top performers Management.KPI TRACKING - Monitor core KPIs/targets and benchmark those against objectives, in order to define and implement corrective/preventive actions with the provider and B2C lead.Consolidate and share provider ´s feedback with B2C lead regarding processes/programs/current CX/field reality to identify opportunities for growth in the territory.Be aware and always follow all the company policies & procedures to keep PM ´s image and reputation
