Head of eCommerce (Head Direct eCommerce Channels)

Greater London
Full time
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Philip Morris International UK
FMCG & consumer goods
501-1,000 employees
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Be a part of a revolutionary change

At PMI, we’ve chosen to do something incredible.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.
The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke.
It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future.
Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives.
You’ll develop your skills; collaborating across functions, markets and regions. If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place!

eCommerce is growing and represents today a critical piece of our omnichannel engine. Our ambition is to build the best in class eCommerce experiences by consistently improving and enriching our website with engaging digital journeys, consumer-first acquisition & retention programs, latest eCommerce features and new innovative solutions. As a global function, our mission is also to deliver strategies that will satisfy the needs of more than 60 markets across the globe.

For our team in London, we are therefore looking for a Head of Direct eCommerce Channels (Head of eCommerce)

The overall purpose of this position:
Reporting into the Global Head of Digital Commerce, the Head of Direct eCommerce Channels is responsible for the strategic development of owned eCommerce channels (Websites, Connected Apps and Instant Messaging Apps). The ideal candidate will have a proven track record in establishing high quality online customer experience in globally established brands with a full omnichannel presence.

Based on the strategies and priorities of the Smoke Free Product categories, the role leads the strategic design and planning of initiatives on a global roadmap, the design and the development of the full end-to-end experiences in the channels coordinating various SMEs across the organisation and the business performance of each channel against target KPIs.

You will:
  • Design and own the vision and strategy of direct eCommerce channels being eCommerce Websites (IQOS.com, Veev-vape.com, Zyn.com), Instant Messaging Apps Channels (Viber, Telegram, Line) and Connected Apps (Android App, PWA)
  • Build dedicated roadmaps of onsite customer experience initiatives to meet the short term and long term business objectives aligned with the strategy and the vision of the Direct eCommerce channels
  • Assess the impact of all the roadmap initiatives against the core KPIs and lead the prioritization based on the expected effort and business benefits
  • Drive the performance of the Direct eCommerce channels through sales and channel NPS leading KPIs. Monitor continually the performance and initiate action plans to support markets not on track to deliver agreed targets
  • Define and develop sales and marketing onsite campaign experiences with particular focus on conversion rate and customer satisfaction increase
  • Lead the global Conversion Rate Optimisation program through AB Testing and Personalization across all markets
  • Support, evolve and consistently contribute to maintaining high-quality ways of working with cross-functional subject matter experts and technical partners
  • Build a high-powered team of talents and empower them to lead by example, setting high expectations for CX excellence and deliver cohesive integrated and aggregated solutions

We’re looking for someone with:
10+ years eCommerce expertise, ideally B2C, and previous experience in similar role
Strategic thinker driving business acumen through high quality customer experience design
Deep understanding of omnichannel experiences and acquisition & retention journeys
Familiar with data analytics and techniques to enable fast decision making
Excellent leadership interpersonal & communication skills to evolve in a complex and constantly moving environment
An open, curious, and entrepreneurship mindset to continuously challenge and bring improvements to existing processes and ways of working

Ready for the challenge?

What we offer:
Our success depends on the people 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!
PMI is an Equal Opportunity Employer