Position Title:  Manager Conversational AI

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 smoke-free products with the power to build a smoke-free future.

With huge change, comes great 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.

The SFP Group is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver better, science-backed alternatives to millions of adult smokers around the world.  It is only by focusing on our strategic priorities and the right organization, fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives, that we will be able to deliver a smoke-free future.

Here, you can make a difference. You can shape the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change in the lives of smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to make a life-changing impact on consumers, there’s no better place.

We are currently looking for a Manager Conversational AI in London, UK.

The role is part of the Global Customer Service and Support team within the central function and reports to Head of Customer Service Touchpoints. It is a strategic and hands-on managerial position responsible for leading the design, development, and optimization of AI-powered conversational experiences across digital touchpoints—including chatbots, voice assistants, and virtual agents. This role is pivotal in shaping how users interact with SFP brands through natural language interfaces, ensuring scalable, high-quality automated interactions. It requires a deep understanding of both business objectives and consumer experience goals to define and implement the roadmap for Conversational AI capabilities in close collaboration with relevant partners. Aligned with key performance indicators—such as self-service usage, Channel NPS, CES, VOC, and Cost—the role sets priorities for enhancing capabilities that support desired user journeys across multi-channel contact environments.

You will:

• Define and own the global Conversational AI strategy, aligning it with business goals, CX priorities, and future trends. Identify opportunities to scale AI automation and self-service across digital touchpoints. Stay current with AI advancements (LLMs, Agentic AI, voice synthesis, etc.) and translate emerging AI technologies into actionable roadmaps and capability building
• Lead the design and development of Conversational AI experiences that are intuitive, brand-aligned, and inclusive. Implement governance frameworks to ensure consistency, quality, and control of conversational content and prompt behavior. Lead the collaboration with UX, brand, and legal teams to ensure compliance and tone-of-voice alignment
• Manage the end-to-end lifecycle of conversational AI use cases—from ideation to deployment and continuous improvement. Coordinate with global and local partners to ensure timely delivery and smooth integration with existing ecosystems. Ensure robust testing, launch protocols, and feedback loops are in place.
• Act as the business owner of global Conversational AI platforms (e.g., Google Dialogflow CX, AI Engines/LLM Providers, Bedrock etc.). Work closely with IT and vendors to ensure platform configuration, scalability, and performance optimization. Drive the agenda of platform evolution, including updates, integrations, and AI model enhancements.
• Define and monitor critical metrics such as containment rate, automation success, Channel NPS/CES, and escalation rates. Drive ongoing optimization through data-driven insights, A/B testing, and user feedback analysis. Ensure performance reporting and insight-sharing across teams and leadership.
• Partner with market deployment teams, markets and regions to scale solutions globally. Ensure alignment on use case prioritization, implementation timelines, and consumer & business impact. Facilitate knowledge sharing, best practices, and capability adoption across markets/regions and central functional units.
• Lead and develop a direct and indirect team of specialists in conversational design, AI training, prompt behavior, and analytics. Foster a culture of innovation, learning, and collaboration within the team and across global markets. Manage team priorities, resource allocation, and performance management in line with strategic objectives

We’re looking for someone with:

• College / University degree in relevant fields
• 5+ years of experience in digital CX, product management, AI/GenAI, and/or chatbot development
• Experience with AI/Gen AI in a consumer/frontliner-facing context, including conversational design, use case prioritization, AI training, and prompt design.
• Strong understanding of conversational AI platforms and LLM-based systems
• Analytical mindset with experience in journey and conversational analytics, A/B testing, and continuous optimization. Passion for improving consumer experience using smart automation while delivering the business results at scale.
• Ability to lead diverse teams (both direct and indirect) and communicate with both technical and non-technical partners.
• Project management abilities with experience in managing complex and concurrent projects. Solid understanding of digital project management tools such as Confluence & Jira.
• Knowledge of customer service operations and contact center technologies.
• Understanding of multilingual bot deployments and localization principles.
• Fluent both written and spoken in English

What we offer:

Our success depends on the people who come to work 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!

PMI is an Equal Opportunity Employer