Rise To The Challenge
At Philip Morris International (PMI), we're transforming our business and building a future on one bold purpose: to deliver a smoke-free future. This transformation brings exciting opportunities—and we want you to be part of it.
Joining PMI as a Consumer Program Manager, you will lead the design, development and implementation of consumer programs aligned with the consumer need/s. This role involves executing initiatives that drive user base growth by addressing key pain points & gaps as identified by consumer data/research/analytics, with an omnichannel lens across SFP brands ensuring strong accountability & ownership.
Principal Accountabilities
- Program Design and Management:
- Take full ownership of setting up and/or finetuning current consumer programs based on identified opportunities and pain points within the Consumer Journey. This includes designing program frameworks, getting buy-in & feedback from the implementing channel/s, leading cross-functional teams for implementation, and ensuring that all elements are in place for a successful launch.
- Oversee the configuration, setup, testing of communications and online support materials within the DCE2 system, in coordination with SFP digital teams and regional/global counterparts.
- Contribute to the design & development of any offline materials that will support program awareness & KPIs, in line with program or OGSM KPIs
- Drive the development, deployment, and constant improvement of CRM Journeys in support of defined consumer programs – working closely with the CRM team, and regional counterparts.
- Ensure consistency of execution across channels as aligned with the defined consumer Journey and program framework
- Ensure on-time and accurate monitoring of program KPIs, translating findings into actionable insights for succeeding executions
- Continuous refinement and optimization consumer programs based on performance data and consumer feedback.
- Strategic Planning and Consumer Experience:
- Develop and implement strategic initiatives that address complex challenges in a multi-category environment; synergizing opportunities for different brands and categories
- Utilize strong business acumen to create effective consumer acquisition/retention programs that align with commercial objectives.
- Analyze market trends and consumer behavior to inform strategic decisions and drive business growth.
- Respond to competitor movements in the industry and ensuring our programs are up to par or better consumer-wise
- Identify white space opportunities among LAS, gaps in current CX offline and online that will impact quality acquisition & retention
- Project Governance & Reporting:
- Collaborate with key stakeholders to ensure buy-in for executional excellence
- Lead the execution of projects with defined budgets, risks, outcomes, and metrics. Ensure timely follow-up on project milestones and support fast, consumer-centric execution.
- Manage cross-functional teams (i.e. Marketing, SFP Channels, Digital Capabilities, CSC among others) to implement initiatives & manage interventions with supporting stakeholders to ensure project goals are achieved
- Report to bigger teams and stakeholders the progress of activities, and finetune next steps further
- Lead and ensure consistency of projects across all channels & brands, vis a vis defined consumer journey and pain points
- Other Integral Business Activities:
- Own the consumer experience by frequently conducting field works to identify pain points & prioritize which ones to address through relevant plans and programs
- Undertake training activities to educate frontliners on spiels, programs, activities
- Pre & post program evaluation with Market Research and/or Finance to validate for future planning and efficiency
- Forecast of uplift & budget, control attestation, and similar activities to support program lifecycle
Requirements
- Bachelor's degree in Business Administration, Marketing or any related course
- With 3 to 5 minimum work experience, preferably in Commercial, Marketing, or end to end Project/ Program Management a plus
- Strong analytical skills to derive actionable insights and drive business decisions
- Highly collaborative, detail-oriented, with a focus on delivering outcomes working with multiple stakeholders
- Experience managing direct to consumer brands & consumer programs, is an advantage
- Digitally savvy with strong understanding on setting up and managing various digital tools
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