Consumer Experience Executive (NPS/Voice of Consumer Catalyst) Albarraque, Portugal Commercial

Publicado 03-12-2020

Philip Morris International

Lisboa Lisboa (Contabilidade / Finanças)


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 improve the lives of a billion smokers worldwide.
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.
The smoke-free revolution means we?re rebuilding everything from the ground up. You?ll feel like you?re working in a start-up here ? with the freedom to shape and define the future, but with the support and scope of a vast global business. It?s challenging, fast-paced and highly collaborative ? if you want the freedom to find new ways to connect with consumers, there?s no better place to progress your career.
The Challenge
The successful candidate will build a solid business acumen by integrating and challenging all the quantitative and qualitative existing analysis in the CX (NPS / Voice of Consumer team) (e.g. business, consumer, commercial teams, business unit, channel performance analysis). In the same time setting, improving and provide support to every stream on the NPS system, leveraging on the insights to provide reporting to key stakeholders on the organization at the same time that ensures engagement and full commitment of the organization towards a progress mindset change. Will be part of the core team to support all the analysis requested from the management team and will have the seniority to work on a standalone basis to establish his own accountabilities and prioritize in accordance with the value added by each analysis / task.
Your ?day to day?

  • Ensure the Voice of Consumer system (NPS) is working at launch and through scale-up, liasing with both regional teams and channels to implement system improvements
  • Support and enable broader organization in performing users callbacks, with scripts, best practices, preparation and follow-through of the huddles, implementing the necessary make it happen actions or escalating potential roadblocks
  • Support and enable the organization of inner loops, from preparation to integrating and sharing relevant information and the escalation of insights to outer loops
  • Analyzing on a weekly basis all the consumer verbatims and actions implemented, liaising with different stakeholders to prove insights to MT, CX team and Channel stakeholders
  • Support consumer journey heads on projects, programs or initiatives development when needed
  • Follow up in what regards to the different deliverables in timely manner;
  • To work close and support all Commercial Team in order to conclude insightful take away to adapt or incorporate in the strategy;
  • Work alongside with CX, Commercial Intelligence and BI departments in order to improve the level of analysis and data quality;
  • Identify and systematize opportunities to improve current processes, systems and procedures.
  • Co-create an engagement and communication strategy able to ensure an effective deployment of voice of consumer program, motivating the organization towards the mindset shift necessary for the success, recognizing teams and individuals
  • Instill the new ways of working within the commercial organization, being a active role model within the respective projects and initiatives assigned

Who we?re looking for
  • Minimum 3 years of experience as a hands on business analyst either in-house or strategic consulting;
  • University degree in Engineering, Business, Management, Finance, Economics or related field;
  • Solid problem-solving/logic reasoning and strong analytical skills;
  • Knowledge of BI Tools such as SQL, Power BI will be a plus;
  • Knowledge of MS office: master of Excel and good knowledge of Powerpoint;
  • Critical stance, proactivity and attention to detail;
  • Organizational and planning capabilities, having the ability to work in a dynamic environment with changing circumstances;
  • Good communication and relational skills, being comfortable working independently as well as in a team;
  • Ability to deal with ambiguity;
  • Fluent spoken and written English and Portuguese;
  • EU citizenship or a valid work permit to work in Portugal.

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 improve the lives of a billion smokers.

To join our growing team?