Position Title:  Manager Consumer Experience

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. 

We are looking for a Manager Consumer Experience (CX) to join our dynamic, diverse, and disruptive Omni Channel Consumer Experience (OCX) team and cover Croatian and Slovenian markets.  

The Manager Consumer Experience owns retention vision, operating model, and performance outcomes across the consumer journey. This role sets strategy and leads end-to-end design, execution, and continuous optimization of retention, loyalty, and product care programs across all channels and categories, ensuring measurable impact on engagement, advocacy, and brand equity.  

The Manager Consumer Experience is accountable for translating consumer insights into a differentiated value proposition and for delivering seamless, compliant, and high-performing consumer experience. They provide strategic direction and people leadership while serving as the central retention point between Marketing, Digital, Finance, Legal, and Field Operations.  

We offer full-time employment with contract for an indefinite period of time. Location of work is Zagreb with possibility of hybrid work. 

 Your ‘day to day ’: 

• Define and continuously evolve consumer experience and engagement strategy, aligning it with company growth priorities, consumer needs, and regulatory framework. 

• Own the end-to-end journey framework and ensure integration and synergy between CX Retention, Adoption, and Product Care & Sustainability to deliver a seamless consumer experience. 

• Establish frameworks for segmentation, personalization, engagement, and next-best-action using data to drive results and improve consumer retention. 

• Define and govern a multi-year roadmap to expand programs from single-category to multi-category value exchange, including advanced consumer tiers, experiential benefits, and partner ecosystems. 

• Use omnichannel tools and trigger-based engagement to reduce churn, prevent abandonment, and encourage desired behaviors. 

• Manage retention and adoption budgets, plan investments, and optimize spending to maximize impact. 

• Set and standardize key metrics for retention, adoption, and conversion, ensuring clear measurement across teams. 

• Define and standardize KPIs and measurement frameworks for retention, adoption, and conversion rates, ensuring consistency across teams and channels. 

• Serve as the owner for retention and consumer engagement performance, delivering narrative and KPI reporting for senior leadership, recommending tradeoffs, and securing alignment on the roadmap. 

• Lead, coach, and develop a team, set clear goals, and track success. 

• Establish effective ways of working, including prioritization and regular reviews, while building a culture of growth and development. 

Who we’re looking for 

• 5+ years of relevant experience in retention, journey-based marketing, and/or consumer experience, ideally within highly regulated or complex multi-channel industries. 

• University degree in marketing, economics, business administration or another relevant field. 

• Proficient in spoken and written English and Croatian; Slovenian language is a plus. 

• Proven leadership experience in building and leading teams, project management, influencing stakeholders, and driving outcomes through ambiguity and change. 

• Ability to operate within complex regulatory environments, designing compliant incentives, offers, and communications across market variations. 

• Strategic, structured problem-solver with analytical mindset and ability to translate strategy into an executable roadmap  

• Demonstrated ownership of budgets and vendor ecosystems, and KPI-based performance management. 

• Excellent communication, presentation, and storytelling skills.  

• Consumer centric mindset. 

• Learning on the fly and openness to continuous development. 

What we offer   

• 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.