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 Smoke-Free products with the power to deliver a Smoke-Free future. With the 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.

As Manager Consumer Experience, your mission is to ensure seamless LAU/LAS consumer experience in Duty Free touchpoints and as per touch point segmentation, by effectively implementing the overall Consumer Experience strategy & toolbox to impact positively consumer perception and drive us forward on our Smoke-Free journey.

Your ‘day to day’

Market Insight

• Track consumer trends/ behaviors and support channel, industry, competition analysis to develop future deployment requirements.
• Follow up NPS trends and consumer perception to evaluate Customer experience effectiveness Vs identified pain points and identify area for development.
• Monitor critical business and consumer KPIs (footfall per day, guided trail %, successful LAS guided trial rate, revenue per footfall, footfall to purchase etc.)
• Assess workload efficiency (hours vs deliverables, turnover). Manage turnover and knowledge retention process.
• Conduct weekly NPS huddles to discuss consumer feedback across all key airports in the BU. Prioritize key pain points and discuss and implement actions.

• Review PMIDF’s consumer journey and pain points and validate how should it be addressed within local specificities.
• Create a CEX Deployment plan based on PMIDF’s: commercial calendar, critical CJ episodes, and touchpoint segmentation. Define the scope, resources, and requirements to deploy the plan as per the defined guidelines.
• Manage the deployment of toolboxes related to each activation.
• Continue assessment of Customer Experience delivery effectiveness for the existing retail ecosystem by location to ensure superior consumer perception.
• Lead the Integration of DF touchpoints into domestic markets CRMs and generate value for Domestic markets.
• Cascade guidelines and principles to be applied by CEx Leads when conducting NPS huddles at Airport level.

Build a performance culture across all manned touchpoints through effective deployment of commercial capability building tools and sales incentives.

Retail Operational Excellence

• Monitor continued executional excellence for each of the CX retail formats. Follow up the performance of the B2C teams. Identify motivational drivers and address capabilities gaps/ development areas to ensure high efficiency and superior delivery of consumer experiences.
• Ensure compliance with “lighthouse” guidelines and principles.
• Effective budget management on all Retail Experience deployment initiatives and demonstrating return on investment.

• Strive for cost efficiencies and improved service level of consumer facing agency staff by leading negotiation and standardization of service level agreements with manpower agencies.

• University degree in Business
• 5+ years combined experience in retail operation strategy and management, investment planning in consumer-facing retail operations.
• Solid understanding of the business environment/ Dynamics (Operator, PM performance, competition, channels)
• Understanding of the CJ and NPS principles and strong knowledge of those drivers affecting consumer perception
• Strong people management skills and proven track record working with diverse and geographically distributed teams.

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.
• Take pride in delivering our promise to society: to deliver a smoke-free future.