B2C Squad Coordinator
hace 1 mes
One clear purpose - to deliver a smoke-free future.
Times are changing at PMI. We've chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business by building a smoke-free future.
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.
Introducing smoke-free products shifts the focus of our entire business. We're fast moving from a B2B to a B2C model – and our newly created Customer Centric Organization (CCO) team is driving that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.
The purpose of our B2C third parties Coordinator will be as follows:
Manage, coordinate, supervise SQUAD (hostesses) operations in order to contribute to the territory/ region growth of IQOS Users & HnB (always ensuring KPI accomplishment). On the job supervision, communication with hostess's agency. Regularly monitoring performance is the main accountability in order to ensure provider´s performance is up to standards/ delivering results and optimal CX.
Main Accountabilities
TERRITORY PLAN DEPLOYMENT:
Execute the Territory plan considering the full consumer journey and selling opportunities.
Cascade priorities to the agencies.
Ensure tools, materials are working properly (ie- frontliner system usage and identification/escalation of errors) so that the agency can provide the service.
Ensure visibility is in place and according to visual merchandising guidelines.
Ensure the correct service providing with the supplier, by managing incidences.
TRAINING ON THE JOB:
Ensure the correct training over the user company (Philip Morris) and the agency.
Train the provider to ensure right messaging of benefits, programs, promotions and objection handling for LAUs acquisition, retention, upselling and crosselling of PMI´s IQOS portfolio.
Train the provider to foster business relations with touchpoint owners and staff (Retail) by providing professional and high quality services.
MONITOR & CONTROL:
Do regular performance evaluation of the provider.
Identify outliers/ deviations / non-compliant behaviours.
Long-tail management: Action plans in place and decision making in order to ensure provider´s performance is optimal.
Top performers Management.
KPI TRACKING - Monitor core KPIs/ targets and benchmark those against objectives, in order to define and implement corrective / preventive actions with the provider and B2C lead.
Consolidate and share provider´s feedback with B2C lead regarding processes/ programs/ current CX/ field reality in order to identify opportunities for growth in the territory.
Be aware and always follow all the company policies & procedures in order to keep PM´s image and reputation.
What We Are Looking For:
Retail or B2C experience.
Sales/ Consumer Services experiences.
Previous experience of 1-2 years leading commercial teams.
Previous experience leading external teams through agencies.
Travelling availability.
Location: Sevilla and Malaga.
University Degree is required.
English B2, fluent Spanish.
Good level of Excel and PowerPoint.
What We Offer:
Our success depends on the men and women 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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