Consumer Experience Acquisition Lead Lausanne

Vor 3 Tagen

Lausanne, Schweiz Philip Morris International Vollzeit

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.

With huge change, comes huge 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.

For our Consumer Experience Team (Swiss Market), we are therefore looking for a Consumer Experience Acquisition Lead in Lausanne or Zurich.

In this position you will be responsible to support project teams to drive quality acquisition of adult smokers through consumer centric thinking and Fast Forward (FFWD) agile way of working. You will be the voice of the consumer to the forefront of daily decisions by doing regular checks of NPS feedback, field visits and engagement with adult smokers. You will also drive improvements of the Consumer Experience for programs and processes supporting acquisition and share findings with the relevant internal partners to deploy and scale those consumer centric initiatives.

Your responsibilities:

- Continuously analyze consumer feedback and critical metrics. Share and reinforce consumer problems and opportunities with the relevant project teams, aligning on action plans and next steps for CX optimization and improvement.
- Support the growth of acquisition KPIs relevant to the Consumer Journey stages for which you are accountable by engaging partners and coordinating resources to validate new capabilities to reach untapped adult smoker segments.
- Conduct Consumer Journey mapping and gap analysis with relevant project teams to identify experience gaps across the various touchpoints with our consumers.
- Contribute to the Testing Governance principles by guiding various teams with proper thinking, set-up, experiment design and target setting for tests, ensuring that the Gate process and Fast Forward principles are applied, and the relevant enablers involved. Populate and share the results of the tests on a quarterly basis with wider audience either through existing meetings/channels or a newly created one for Test Results sharing.
- Maintain a backlog of identified CX improvements/actions as agreed during Huddles and other CX assessment reports. Coordinate and liaise with responsible team members on the progress of the improvements. Support the progress of actions by providing further analysis and test setup/design when required.

We’re looking for someone with:

- University Degree in Business Administration, Marketing or Hospitality.
- Experience in consumer-facing and/or marketing/digital role within CPG.
- Digital marketing and eCommerce knowledge with a well-rounded understanding of digital tools and processes
- Experience with Consumer Driven insights as per various consumer feedback methodologies coupled with agile testing and project management methodologies experience.
- Ability to deliver comprehensive and effective end to end Project management activities in a cross-functional, highly collaborative, yet fast-paced environment.
- Advanced business analytical capabilities across a variety of consumer data and processes, with the ability to form sound conclusions and present, explain and defend those conclusions.
- Collaborative spirit with the ability to influence and persuade others.
- Fluent in English and French and/or German. Italian would be as asset.

What we offer:
Our success depends on the talented employees 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.
- Take pride in delivering our promise to society: to deliver a smoke-free future

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