Position Title:  Digital Solutions and Omnichannel Manager

Be a part of a revolutionary change! 

At Philip Morris International (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, if 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. Our success depends on people who are committed to our purpose and have an appetite for progress.  

Our beautiful HQ in Stamford, CT is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC.  

Your ‘day to day’:

• Develop and implement an integrated omnichannel CX strategy, ensuring outstanding consumer experiences across all touchpoints
• Oversee and coordinate the design, development, and optimization of digital and F2F customer journeys
• Ensure cross-platform consistency while leveraging each channel’s unique strengths to enhance customer engagement and drive conversion
• Manage, develop, and guide a team of Product Owners responsible for WEB, Commerce, and F2F platforms, ensuring alignment with the overall CX strategy
• Provide strategic direction and coaching to Product Owners, enabling them to drive product innovation, enhance user experience, and optimize performance within their respective channels
• Ensure seamless collaboration between the Product Owners, technology teams, and business stakeholders to deliver customer-centric solutions
• Lead the enhancement and optimization of systems and platforms to improve the digital and omnichannel experience
• Identify, develop, and implement new system solutions, automation, and personalization technologies to elevate engagement
• Collaborate with IT, digital, and product development teams to integrate new technologies aligned with CX goals and customer needs
• Continuously assess and improve the customer experience through data analysis, consumer feedback, and emerging digital trends
• Leverage AI, machine learning, and predictive analytics to personalize and automate interactions across digital and physical channels
• Drive innovation in self-service digital experiences while ensuring seamless integration with human-assisted interactions
• Lead the execution of complex omnichannel projects, ensuring that digital and physical touchpoints are seamlessly integrated
• Oversee end-to-end implementation of platform enhancements, guiding Product Owners in developing solutions that improve engagement, reduce friction, and drive conversions
• Develop and manage detailed project roadmaps, ensuring timely execution within budget constraints
• Act as the primary contact between product, marketing, IT, and customer support teams to ensure a unified CX approach
• Collaborate with business leaders, digital teams, and external partners to align on strategic initiatives and technology advancements
• Proactively communicate progress, insights, and key learnings, ensuring stakeholder alignment and quick course corrections when needed
• Establish and track key CX performance metrics, ensuring ongoing improvements in engagement, conversion, and satisfaction
• Analyze customer journey data to identify drop-off points, optimize conversion funnels, and enhance experience across platforms
• Use an MVP (Minimum Viable Product) approach to test, iterate, and scale digital solutions based on real-time user behavior and insights

Who we’re looking for:

• Bachelor’s or Master’s Degree in Business, Marketing, Digital Strategy, or related field
• 7+ years of experience in CX, digital transformation, omnichannel experience, or customer journey optimization
• Experience in leading digital innovation projects and system enhancement initiatives
• Strong background in product management, digital strategy, and team leadership
• Legally authorized to work in the U.S.

What’s ‘nice to have’?

• Ability to develop and execute an omnichannel CX strategy that enhances engagement and business results
• Deep understanding of consumer behavior, digital experience optimization, and data-driven decision-making
• Proven experience in leading and developing a team of Product Owners, ensuring high performance and alignment with business objectives
• Ability to provide coaching, direction, and strategic guidance to empower Product Owners to drive digital innovation and system enhancements
• Strong technical knowledge of digital ecosystems, customer journey automation, and omnichannel integrations
• Proficiency in leveraging automation and personalization tools to enhance consumer interactions across digital and F2F environments
• Expertise in analyzing omnichannel data, identifying drop-off points, and improving conversion rates
• Ability to extract and translate insights into CX improvements and system enhancements
• Proven ability to lead complex projects across multiple teams and business units, ensuring smooth execution and alignment
• Strong communication and stakeholder engagement skills to drive collaboration across product, business, and IT teams

Annual Base Salary Range: $140,250 - $187,000

What we offer  

• We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more!  
• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. 
• 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 improve the lives of millions of smokers.

PMI is an Equal Opportunity Employer. 

PMI is headquartered in Stamford, Conn., and its U.S. affiliates have more than 2,300 employees.  

PMI has been an entirely separate company from Altria and Philip Morris USA since 2008. PMI’s affiliates first entered the U.S. market following the company’s acquisition of Swedish Match in late 2022. Philip Morris International and its U.S. affiliates are working to deliver a smoke-free future. Since 2008, PMI has invested $12.5 billion globally to develop, scientifically substantiate and commercialize innovative smoke-free products for adults who would otherwise continue to smoke with the goal of transitioning legal-age consumers who smoke to better alternatives. In 2022, PMI acquired Swedish Match – a leader in oral nicotine delivery – creating a global smoke-free champion led by the IQOS and ZYN brands. The U.S. Food and Drug Administration has authorized versions of PMI’s IQOS electronically heated tobacco devices and Swedish Match’s General snus as Modified Risk Tobacco Products and renewal applications for these products are presently pending before the FDA. For more information, please visit www.pmi.com/us and www.pmiscience.com.