Position Title:  Consumer Experience Manager

PMA Armenia is looking for Consumer Experience Manager to join our team. The CX Manager is crucial in enhancing the commercial performance of the SFP (Smoke Free Products) category in the assigned market. This role is uniquely positioned to play a vital role in crucial commercial projects, ensuring that our strategic objectives align seamlessly with market-level activities. You will be instrumental in identifying risks and opportunities, spearheading initiatives to drive growth, and maintaining operational excellence.

Responsibilities

1. Commercial Performance Monitoring & Insights

• Monitor SFP category performance across various measures
• Support the SFP Manager in budget reviews, cost efficiency evaluations, and commercial performance decisions.
• Collect and analyze commercial data for performance reviews and decision-making.
• Provide performance updates and reports with accurate data and actionable insights.

2. Project Management & Execution

• Lead and coordinate the execution of key commercial projects and initiatives within the market.
• Support the planning and implementation of central initiatives related to acquisition, retention, brand, and digital execution.
• Identify obstacles, raise concerns, and support cross-functional problem-solving.

3. Channel & Activation Support

• Support consumer activation programs, including brand retail activations and in-field events.
• Monitor activation and channel program performance
• Collaborate with Commercial Operations and Acquisition teams for seamless in-field execution and consumer engagement.

4. Acquisition & Consumer Growth Support

• Implement and track lead generation, guided trial, and lending programs across all acquisition channels.
• Monitor acquisition funnel efficiency, ensuring a quality over volume approach..

5. Retention & Consumer Lifecycle

• Complete retention programs, including Hypercare, post-purchase follow-ups, and trade-in initiatives.
• Track consumer lifecycle performance
• Collaborate with Contact Center and Digital teams to ensure timely lifecycle interventions.

6. Digital & Consumer Journeys

• Complete digital programs, such as CRM campaigns and consumer journey management.
• Monitor digital funnel performance and provide performance insights.
• Collaborate with the Cluster Digital team to apply NBA models and data-driven personalization.

7. Collaborator Collaboration

• Work closely with functional leads across Acquisition, Retention, Marketing, and Digital.
• Liaise with Cluster SFP functions to adapt strategies to market realities.

8. Capability Development

• Develop a deep understanding of SFP business levers and engage in decision-preparation processes.
• Build project management capabilities, applying PMI's agile ways of working.
• Support knowledge sharing and process improvement across the local SFP team.

Requirements

Key Capabilities

• Business & Financial Competence
• Program & Project Management
• Commercial & GTM Strategy
• Measurement & Agile Optimization
• Omnichannel Consumer Experience Management
• Coordinated Consumer Engagement & Activation Planning
• Consumer Centric Mindset
• Partnering Excellence & Agility

Qualifications and Experience

• Bachelor’s degree in Business, Marketing, or a related field.
• 5+ years of experience in commercial, project management, or SFP-related roles within FMCG or a similar industry.
• 2+ years of experience with managing large teams and complex processes
• Strong analytical and organizational skills.
• Proven ability to work cross-functionally and manage multiple projects.
• Experience in driving commercial initiatives and performance monitoring.

Critical metrics

• Project Delivery Timeliness and Impact
• SFP Market Category Performance Contribution (Volume, NOR, OI)
• Execution Quality (Activation, Retail, and In-field Performance)
• Data Accuracy and Insights Quality
• Collaborator Alignment and Collaboration Efficiency