Position Title:  Consumer Experience Lead CCA

Be part of a revolutionary change.

At Philip Morris International (PMI), we’ve decided to do something extraordinary. We’re transforming our entire company and designing a future with a clear purpose: delivering a smoke-free future.

With big changes come big opportunities. No matter where you join us, you’ll have the chance to innovate and deliver brilliant solutions, while advancing your career and exploring new professional directions.

Our transformation is redefining every aspect of our business. From how we make and market our products, to how we engage with our customers and society at large. We’re evolving from the inside out, creating a future that’s as ambitious as it is necessary.

The Consumer Experience Lead is responsible of developing and managing Conversion Programs, in line with the consumer experience and execute scalable strategic projects at the Consumer journey stage. Therefore, is in charge of define and design an end-to-end best in class consumer programs to foster conversion, best in class customer service and brand preference, as key leader of the horizontal Commercial project-based organization. Drive seamless deployment of Conversion and Customer Service process and strategies across Commercial and interdisciplinary teams. Enhance 360 consumer communication based on user resolution pains and campaigns performance. Deploy omnichannel experience and leverage global guidelines on conversion programs and Support channels to reply to market needs. Develop consumer equity of our LAUs and their overall satisfaction, always with the best ROI. Weekly follow up on campaigns and journeys implemented across channels, to guarantee campaign results. The Consumer Experience Lead is also responsible to look after the quality of the sales. The leader will pursue one integral way of serve SFP users that promote the best service delivered and the conversion to the categories.

Accountabilities

• Lead the conversion programs / initiatives / projects coordinating cross-functional teams across Consumer Experience, Marketing & Digital, Commercial Operations (Registration initiatives, Conversion programs, etc.).
• Lead measurement and tracking of conversion programs with supporting areas/markets.
• Provide instruction and guidance to channel leaders based on achievements and progress reviewing performance and root causes, seeking for continuous improvement on quality of execution and target accomplishment.
• Design local consumer experiences and Customer Service procedures in line with global guidelines and the Consumer Journey framework to address the needs of different consumer audiences and to enable consistent projects’ execution across all touch points and CRM activities in a profitable basis.
• Do the follow up of action plans derived from Consumer Journey analysis.
• Continuously assess and monitor consumer data and feedback to optimize consumer journey roll out effectiveness, translating consumer insights into corrective actions to improve the experience, across Conversion phase and Customer Service delivery channels.

Minimum Qualifications

• University degree related to Business and Engineering careers.
• 5 to 7 years work experience in consumer-focused industries in a multinational environment, with a proven record of managing demanding projects/programs. Experience leading Conversion/Retention campaigns through different channels is a plus. (Nombres de las áreas: Engagement, CX Campaigns, Rentabilidad, Profundización, Marketing a cliente actual, Ciclo de vida, Loyalty, Retention, etc).
• Fluent in English and Spanish

Skills

• Strong Communications & Project Management Skills. Analytical skills and digital marketing background is a plus
• Commercial skills.
• People Engagement
• Consumer-centric mindset, strategic agility and innovative spirit.
• Excellent stakeholder management skills and strong organizational and implementation skills.