col-wideJob Description: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. 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.We're looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it's a career-changing opportunity to shape a new global function and help create a smoke-free future.Purpose of the jobThe Head of Consumer Experience is the custodian of the consumer experience that coordinates the commercial execution. The role will:- Identify consumer pain points, gaps and opportunities based on data analysis and insight. This includes coordinating the Market 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 pain points, gaps and opportunities) in line with the global Consumer Journey guidelines 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 managing its successful delivery from scoping to execution through Project Based Organization (PBO) ways of working.- Lead the Market Commercial governance, including engaging / collaborating with Market S&PD and PMO.Your 'day to day'- Coordinate the NPS inner loop across the Market, and the NPS outer loop towards the Region / OC.- Aggregate consumer data for the Market / Cluster from multiple sources (incl. Commercial Planning, Digital, global/regional Consumer Insights) and generate powerful consumer insights, which enable the design and deployment of the target consumer experience and ultimately commercial success.- Identify and prioritize consumer pain points, gaps and opportunities across the entire Consumer Journey, turning consumer data into actionable consumer insights which drive decision making.- Responsible for the strategic CRM for the Market / Cluster: setting the overall engagement framework which underpins the target consumer experience and drives consumer-centricity.- Design and recommend the target Market consumer experience across the whole consumer lifecycle (awareness, conversion and retention) and across all channels. The target Market consumer experience will be aligned to the Commercial Engine, the global Consumer Journey framework (Compass), guidelines and toolboxes.- Oversee the omni-channel execution of the target consumer experience across all the different channels including Digital. This will be done by leveraging consumer data and insights, and working with the other Commercial teams to identify corrective actions as required.- Coordinate the omni-channel program execution (leveraging the Commercial Program Manager):- Coordinate the sizing and scoping of projects (considering costs / benefits / risks / implications on other initiatives) leveraging FFWD methodology.- Recommend the prioritization of Commercial programs to maximize the delivery of the target consumer experience and overall Commercial success (consolidating the inputs from Commercial leaders to enable decision making by the Market governance).- Recommend the optimization of Commercial resources, and collate all Commercial program / project needs to feed into the PMO (which manages the optimization of resources across the Market).- Plan, monitor and assure the timely execution of the Commercial project / program portfolio providing a single point of contact for the Market PMO on Commercial programs.- Run the Governance of Consumer Experience and Programs. This includes, ongoing Consumer Experience prioritization, performance tracking of all Consumer-related activities and recommending relevant interventions / adjustments.Who we're looking for?- You have a university degree.- You are proficient in English (solid C1 at least). Spanish has to be native or near native.- Personal computer skills, including MS Office, especially in Excel.- More than 2 years of experience in Marketing.- Proven experienc
