Lead CX and CRM Activation

at  Philip Morris International

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 strategies 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.
For our regional CX and CRM Activation team, we are currently looking for a Lead CX and CRM Activation.
In this position you will drive the implementation of Multicategory Acquisition and Retention Strategies depending on Market Archetype and Consumer Audience, to support the expansion of Smoke-Free Products and Brands in key geographies across PMI.
You will implement the Multicategory Strategies in an accelerated manner and will be responsible for adoption of Multicategory executions in the markets together with results of individual campaigns.

You will:

• Implement M-C Strategy, from upper funnel (Visibility, Awareness, Guided Trial) to Mid-Lower funnel (X-Sell, Referral, Polyuser Journey) to successfully integrate P1, P4 and P5 categories in markets plan, in order to increase Consumer Conversion to Smoke-Free Products Brands.
• Implement M-C executions in Pilot Markets, across and optimize the impact in, across funnel from Acquisition to Retention, in order to validate them as ready for scale.
• Implement in our markets short term (sales, engagement) and long term (Revenue, Smoke-Free Products Conversion) measurement strategies to monitor results of adoption of M-C Strategy, at initiative level.
• Identify most impactful M-C Executions, based on campaign results, and propose them to be consolidated into global consumer activation documents (i.e. NBA Activation Toolbox).
• Provide input into the feedback loop to share needs and learnings, as Result of Pilots and Activations driven in the markets, that can be considered for development of scale solutions across global development teams (P1, P4, P5 and M-C and Digital Products).
• Constantly showcase to markets the detailed executions of M-C Solutions and Strategies (i.e. Leads targeting, X-Sell, Poly Journeys) available to be experimented or scaled and provide process, support and materials for implementation.

We’re looking for someone with:

• Bachelor’s degree in marketing or related field required; Masters a plus
• Experience managing a big number of partners (clients/markets) or vendors
• Experience in rapid scale-up by setting and maintaining Global (HQ)-Local (Market) deployment Pipelines
• Experience in activating global strategies for orchestrating activation for multiple products/brands (i.e. X-Sell, Bundling, Multicategory Journeys)
• Demonstrated experience building and activating strategies to personalize CRM at scale
• Omnichannel marketing experience in developing and/or managing multitouch / omnichannel / online-to-offline campaigns
• Good understanding of Commercial Route-to-Market and Channel Roles in CX
• Marketing experience, specifically in email, digital marketing and social media campaigns
• Strong understanding of MarTech capabilities in CRM solutions (like Salesforce, Adobe) and Paid Media
• Work experience in a consumer-facing organization, preferably FMCG or other global brand
• Strong critical thinking, able to recognize business opportunities and turn these into growth
• Great collaborator with ability to bring the objectives of multiple groups (global, regional, local) together
• Passion for using data to develop CX and UX strategies, to create meaningful and valuable interactions for our customers
• Strong understanding of campaign management, marketing automation, e-commerce, business intelligence, and management of data partnerships
• Able to coach and develop people in and within CX area to support their growth
• Ability to travel to an assigned region / markets (± 20%)

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!

Please note there may be some flexibility regarding the location. It will be discussed case by case

• 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