Customer Experience Programme Lead London, United Kingdom Commercial

Be a part of a revolutionary change’
About us
At PMI we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products.
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.
If you want to make a life-changing impact on Customers, there’s nowhere better to develop your career!
Purpose of the role
This role will be expected to develop, deliver, and lead retention consumer programs that will create impactful experiences for our consumer. Through being insights-led and in line with the consumer journey mapping, the role will find opportunities to enhance consumer experiences, representing the voice of the customer across all touchpoints and channels.
It is important to ensure that current consumers continue to stay engaged with our portfolio offering, by creating seamless online/offline experiences so that they remain to be strong believers in our brand/product, who will share their user experiences with others.
Day to day

• You will have ownership of the specific assigned consumer journey episodes relevant for the retention stage.
• You'll be analysing performance and identify the most value driven opportunities as well as consumer problems and resolve these to significantly improve the consumers' experience, and thus NPS.
• You will be coordinating Retention Programs and effectively partner with relevant functions such as Commercial, Marketing, Digital, S&PD to ensure seamless deployment and tracking of respective field initiatives, review initiative performances, reiterate and implement corrective actions when needed.
• In close collaboration with project teams, you will implement tailored retention projects with well-defined budgets, risks, outcomes, milestones, and metrics leading to positive outcomes and customer retention.
• To ensure effective deployment of the omni-channel strategy, you will supervise key program KPIs and provide insights, findings, and challenges from the local affiliate back up to the global team for continuous refinement of the strategy.
• You will also proactively design processes and preventive measures to eliminate any complaints and service delivery shortfalls.

To be successful in your application, you will be required to have the right to work in the UK. Relocation is not provided for this role.
About you

• As a successful CEX Lead, you possess excellent communication, and presentation skills who can listen and influence stakeholders at all levels.
• You’ll have a “consumer at the core” approach with the ability to seek insights from consumer/customers to understand their needs.
• You are proactive and someone that seeks continuous improvement by providing solutions to problems e.g., new product, processes or services.
• You are curious and have a diverse way of thinking to create new ideas to benefit our consumers/customers.
• Working in an agile environment, you can adjust and react to a constantly evolving market landscape, in a highly regulated industry.
• You have an inclusive and collaborative mindset when it comes to working with others.

What we offer
We are a Global organisation that supports our colleagues around the world. We pride ourselves in providing security in a constantly evolving world.
PMI offers outstanding performers the opportunity to develop themselves, and grow their careers within the business, both locally and worldwide. Working with us offers a demanding, fast paced career, and we want to reward that.
From our competitive salary, flexible working options, enhanced parental leave policy, medical cover, life assurance and season ticket loans, we have you covered. Our comprehensive flexible benefits pot allows you to further tailor your benefits to suit you.
Our commitment to inclusion
PMI is committed to ensuring that all of our employees feel welcome and feel that they belong and can thrive with us!
We have a number of internal networks that are inclusive and open for anyone to join, including EMBRACE our Race and Ethnicity network, STRIPES our LGBTQ+ network and WIN our women's network. We’re also extremely proud to be the first global company to be awarded Equal Salary Certification.
We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme.
PMI is an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.