Manager Consumer Experience

5 days ago

Klang, Selangor, Malaysia Philip Morris International Full time
At PMI, we have chosen to do something incredible.

We're totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.

We are committed to inclusion & diversity and proud to be an equal opportunity employer.

You'll enjoy the freedom to dream up and deliver better, brighter solutions and space to move your career forward in endlessly different directions.

We are looking for a Manager Consumer Experience - Acquisition to drive user conversion and acquisition of our Smoke Free Products support and coordinate the execution of scalable strategic projects and consumer programs based on consumer journey, episodes, and pain-point address to identify the optimal offerings and user experience.

This is also an opportunity to be the voice of the consumer and a key player within the Consumer Centric Organization (CCO) to help us deliver the right experience at the right time to our target consumers, resulting in them becoming our biggest advocates.


Key responsibilities:
Develop and Enhance Programs

  • Identify white space opportunities and gaps in consumer experience and propose solutions to accelerate the growth of user acquisition, including consideration of resources required (financial, expertise, capability) and potential competitive actions where relevant.
  • Support program development and improvements based on analysis of market dynamics, performance and in consideration of consumer needs across different groups and roles of different channels.
  • Develop and conduct sprint/ pilot tests of generated ideas to address consumer pain-points and propose actionable solutions where relevant and required.
Project Management & Execution

  • Support the coordination across various departments to ensure seamless launch and execution of assigned projects/ programs in each channel.
  • Ensure timely follow-up on project milestones and deliverables for a consumer centric execution (e.g contract creation, finance process follow-up, marketing support materials creation etc).
  • Manage third party vendors as necessary to support successful execution.
Project Governance, Reporting and Business Management

  • Implement and manage interventions with supporting stakeholders to ensure project goals are achieved.
  • Actively monitor program status and performance throughout its life cycle (KPIs, ROI, impact).
  • Collaborate with Finance to achieve desired ROI from project investments considering costs per acquisition

Essential Skills and competencies:

  • At least 5-7 years work experience within consumer programs with proven commercial track record to meet or exceed targets and goals.
  • Experience in conducting opportunities-gap assessment and identifying relevant portfolios and infrastructures to deploy.
  • Self-starter who possesses exceptional time management skills, has strong attention to detail and financial acumen.
  • Ability to prioritize, manage multiple projects. Possess conflict-resolution skills and able to adhere to business-critical deadlines.
  • Excellent written and verbal communication skills.
  • Ability to communicate relevant information to all levels of the organization, provide vision, and engage people drive the business objectives.
  • Degree in business, marketing, or equivalent

Specific skills/traits:

New ways of working:
Consumer focused, data-driven decision making supported by rapid experimentation and improvements.

Influencer and collaborative:
Influence key stakeholders across multiple departments/ functions.

Resource management:
Secure adequate resources to test various hypotheses and variables whilst still being able to measure results.

Ownership:
Assign ownership to self and vertical streams for project execution.

Entrepreneurial:
Optimistic, able to take calculated risks, and most importantly can execute and/or improvise based on untested ideas.

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