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zur Stellensuche

CX Manager

Bewerbungsschluss: 26.01.2022

Standort: Großbritannien

About us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by over 27,500 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo. Our agility and entrepreneurial spirit, alongside award winning development programs, enable innovation and success while creating exciting and rewarding career choices.

As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful Next Generation Product business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The role

We are seeking a CX Manager within our Heating Tobacco Marketing Team in Bristol, part of our Next Generation Products (NGP) function. Within NGP, we are committed to our harm reduction agenda, fostering a culture and ways of working which are consumer-focused and embrace our challenger mindset.

As our CX Manager, you are responsible for shaping the Consumer Experience strategy for our Heating Tobacco brand Pulze and delivering a seamless consumer experience across all stages and touchpoints in the consumer journey and helping the brand continually achieve greater consumer satisfaction, increased efficiency and profitability. You play a key role in outlining and achieving how consumers perceive Pulze while driving higher satisfaction, NPS, and retention; supporting brand growth and path to profitability.


Key accountabilities

  • Leverage given brand positioning and communication to shape the consumer engagement strategy relevant to consumer journey;
  • Develop strategies for omnichannel brand support integrating all channels of marketing (online - social media, SEO, content marketing, email and digital marketing – as relevant for the various product categories, and offline);
  • Prepare frameworks and tools for markets to be able to execute online acquisition strategies, delivering scalable omni-channel growth opportunities which support delivery of customer acquisition, retention, NR and OP metrics;
  • Ensure cohesive brand voice and campaign messaging across platforms and campaigns;
  • Develop a strategic digital proposition for consumer retention through the consumer journey (trial, loyalty, subscription, connectivity, lifecycle engagement);
  • Develop cross-platform loyalty & CRM framework & playbook;
  • Develop global lifecycle programs;
  • Develop cross-platform consumer care framework and playbook;
  • Identify the latest trends and technologies across multi-categories, and identify opportunities to leverage.

Skills & experience

  • At least 8 years’ experience of shaping CX strategy by taking a consumer-centric approach to developing consumer journeys and defining the key marketing programs to drive conversion and business results;
  • Experience of leading a digital strategy, with experience in optimizing shopper and brand experiences through front-end platforms;
  • Demonstrated experience and success in digital marketing, CRM Management and lead management;
  • Demonstrated experience in managing social media; online content creation leveraging offline events; curating and amplifying UGC
  • Knowledge of different types of media channels;
  • Ability to understand legal restrictions & operate within boundaries, whilst demonstrating ability to think outside the box;
  • Excellent communication, influencing and stakeholder management skills. Important to demonstrate an ability to build relationships with both internal & external stakeholders;
  • People and agency management experience;
  • Demonstrated experience in measuring and improving the ROI of marketing investments; budget management;
  • Previous experience within or demonstrable knowledge of working in an FMCG or tech environment in marketing, digital or media department;
  • Strong analytical skills and data-driven thinking;
  • Critical thinker and problem-solving skills;
  • Experience in agile product development;
  • Ability to demonstrate knowledge and presence in cross-functional meetings;
  • Excellent presentation skills and knowledge on how to prepare content to a high standard;
  • Ability to work independently to tight timelines and deliver under pressure;
  • Hands-on attitude with a strong cross-functional team-player mentality.

What we offer

Imperial Brands offers a competitive package of salary, bonus scheme, pension and 25 days holiday (with an additional 4 days on top to cover the Christmas period and bank holidays).

Next steps

Interested applicants should apply with their current CV highlighting their suitability for the role. 

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