Position Title:  CRM Sr. Specialist

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.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Your day to day

As a CRM Senior Specialist, you will own and develop our 1-to-1 consumer communications strategy across a diverse portfolio of brands. Your mission is to compose meaningful, personalized interactions that keep consumers engaged throughout their entire journey—from onboarding and activation to retention, loyalty, and re-engagement.

Working at the intersection of Digital, CRM Operations, Brand, Content, Data, and IT, you will ensure every CRM communication reaches the right audience at the right time with relevant, personalized message and adds value to consumer experience.

This role is ideal for someone who combines critical thinking with hands-on execution, thrives in a data-driven environment, and is passionate about building engaging consumer relationships at scale.

More specifically, you'll

• Define and implement a consumer-centric CRM strategy that supports engagement, retention, and lifetime value across multiple brands and consumer lifecycle stages.
• Develop and manage a comprehensive CRM communications calendar, covering automated lifecycle journeys, triggered messages, one-off brand and promotional campaigns.
• Design communication plans that keep the consumer database active, engaged, and growing, reducing churn and increasing long-term engagement.
• Leverage consumer data, segmentation, and behavioral insights to deliver highly personalized and relevant communications at scale.
• Act as the primary CRM point of contact for internal collaborators, partnering closely with Brand, Content, Consumer Programs, Data, IT and CRM Operations teams to ensure alignment and flawless execution.
• Collaborate with CRM Operations to translate business needs into CRM requirements, ensuring communications are deployed effectively and reach the intended audiences.
• Monitor and optimize key performance indicators, including deliverability, open rates, click-through rates, conversions, engagement, and retention.
• Identify communication issues proactively and implement corrective actions to safeguard consumer experience and campaign performance.
• Continuously evaluate emerging trends, technologies, and standards in CRM, marketing automation, and consumer engagement to enhance the effectiveness of CRM strategy.
• Drive continuous improvement by turning consumer and campaign insights into actionable recommendations and optimization opportunities.

Who we're looking for

You are a CRM professional who understands how to combine data, technology, and consumer insights to create impactful and personalized customer experiences. You enjoy working across teams, managing multiple priorities, and redefining strategy into measurable results.

What you bring

• Proven experience in CRM strategy, lifecycle marketing, and 1-to-1 consumer communications, ideally within a consumer-facing and digital-first environment.
• Strong knowledge of CRM platforms, marketing automation tools, and customer lifecycle management, such as Salesforce Marketing Cloud or similar solutions.
• Solid understanding of consumer segmentation, audience management, personalization techniques, and database engagement strategies.
• Experience developing and managing CRM communication plans from strategy through execution and optimization.
• Strong analytical capabilities, with the ability to interpret performance data and translate insights into improvements and business recommendations.
• Excellent project management and organizational skills, with the ability to manage multiple campaigns and partners simultaneously.
• Experience working in cross-functional environments and coordinating with diverse teams to achieve common objectives.
• Proficiency in English, German, and French.

How you work

• Consumer-centric and passionate about creating meaningful customer experiences.
• Strategic problem solver with a hands-on mindset and strong attention to detail.
• Highly organized, proactive, and comfortable managing complexity and competing priorities.
• Strong problem solver who takes ownership and drives issues through to resolution.
• Collaborative and influential, with excellent communication and partner management skills.
• Curious and continuously looking for new ways to improve engagement and performance.

What we offer

Our success depends on our talented employees who come to work here 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.
• Take pride in delivering our promise to society: to deliver a smoke-free future.

PMI is an Equal Opportunity Employer.