Head of Consumer Retention Sintra, Portugal

2 semanas atrás

Sintra, Portugal Philip Morris International Tempo inteiro

One clear purpose - to deliver a smoke-free future.

Times are changing at PMI. We’ve chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business by building a smoke-free future.

With huge change, comes huge opportunity. So, wherever 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.

Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model - and our newly created Customer Centric Organization (CCO) team is driving that commercial transformation.

The challenge:
Reporting to the Head of Consumer Experience (CX), as Head of Consumer Retention, you’ll be responsible for driving and enhancing RRP's user Retention strategy by creating and prioritizing Consumer Journey (CJ) opportunities landscape based on consumer needs, delights and pain points as well as ensuring a seamless experience for our consumers

Drive Consumer Journey evolution across IQOS ecosystem of products and services will be one of your main focus while ensuring understanding, alignment and adoption of Consumer Journey framework across PT organization.

The role requires strong relationship and collaboration skills as you’ll be working closely with a wide range of stakeholders and teams across the business.

Getting interested?

Keep reading

As Head of Consumer Journey, your main accountabilities will be:

- Design and implement 360 consumer retention strategy to ensure that current and future Legal Age Consumers remain with our products, while sustaining overall category growth
- Define consumer programs’ plan to enable overall retention strategy, by creating and prioritizing CJ opportunities landscape leading towards development and deployment of holistic consumer experience, ensuring omni-channel experience deployment and leveraging global guidelines and toolboxes
- Provide guidance and governance for CJ Retention KPIs and Measurement framework and its evolution. Establish processes to identify CJ needs and Consumer insights. Ensure efficiency and effectiveness of Retention programs, while allowing to achieve the targets defined by Management Team
- Continuously invest in developing team and individual performance of the team members, ensuring retention team has the needed context information, technical skills, category understanding and awareness of medium term strategy to continuously improve existing programs and develop new tools or programs for future objectives.
- Act as a pivot to align the market Retention strategy with European Regional team’s guidelines and direction, supporting the implementation with the market teams but also challenging when there are better alternatives than proposed guidelines.
- Drive strategy and development of new RRP platforms holistic launch plans by engaging and connecting cross functional teams.

Who we’re looking for
- You have a university degree preferably in Management, Economics, Marketing or Engineering. Ideally having completed an MBA program.
- You have analytical and strategic thinking to fully understand impact of decisions and business issues.
- You have a Minimum 7 years of experience working with commercial projects and consumer services such as customer service contact centers, consumer programs, consumer segmentation initiatives deployment, etc.
- You have a Proven experience managing high performance and multidisciplinary teams (Direct Reports) and other business Stakeholders working collaboratively, in an uncertain and ambiguous environment.
- You have a Proven experience in working with IT to come up with new developments to improve systems for internal or external stakeholders.
- You have strong Organizational agility and business acumen.
- You have Ability to prioritize, plan and coordinate projects.
- You get energy from team play and through commonly achieved results.
- You are passionate about consumer centricity.
- You have a Strong motivation to embrace the challenge.
- You speak and write English fluently (speaking and/or writing Portuguese would be a great advantage);
- Project Management methodologies certifications/proven experience will be a plus (PMP, Agile, etc );
What we offer

Our success depends on our talented employees who come to work here every single day with a sense 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

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