CRM Coordinator

Be part of a revolutionary change

At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on combustion-free products.

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.

Join us in our CRM team and you will lead the implementation and the deployment of CRM strategies across commercial channels. Proactively identification and setup of the best way to activate frontliners and agents across offline channels to engage with consumers and increase level of active users in CRM.

Engage with stakeholders to understand current and future business requirements and their impact on our business. Collaborate and work closely with commercial and IT teams to ensure all requirements including business rules and logic are brought together to create an end-to-end customer strategy to fulfil a singular customer vision with capacity to deliver the right experience to the right audience at the right time. Be able to interact with rest of CRM team to create synergies for activation campaigns.

Specific responsibilities include:

• Support the Product Owner in planning CRM Platform developments through sprints/projects managed in collaboration with IT and other departments. Collect detailed requirements and support testing activities.
• Run ad hoc analysis, report and dashboard to monitor and to track business activities CRM related, such as:
  -Manage consumer data acquisition and retention, including loyalty activity and referral behaviours.
  -Analyse customer segmentation evolution and trends.
  -Monitor consumer engagement with marketing communication and interactions across all IQOS touchpoints.
  -Perform audience selection and cluster analysis.
  -Monitor results of CRM platform projects, provide insights and contribute to the presentation of main features, objectives, and goals for every activity.
  -Partner and collaborate closely with all departments - including acquisition, retention, analytics, eCommerce, IT, content and sales - to ensure the CRM works effectively for all aspects of the brand/division. Engage with all stakeholders to scout opportunities and suggest process improvements.
  -Provide expertise in CRM systems (Salesforce modules) to enhance current engagement and understanding of consumers through platform evolutions and innovations.
  -Adhere to relevant policies, procedures and standards to achieve quality and compliance of solutions and services.

Who we’re looking for:

• Degree in Economics, Marketing, Digital disciplines or a related field.
• 2–3 years of experience in similar roles.
• Strong business acumen and strategic mindset.
• Excellent communication skills and the ability to adapt to diverse perspectives.
• Proficiency in Microsoft Office, Jira, Power BI and CRM platforms (including Salesforce Service Cloud and Marketing Cloud). Salesforce certification (e.g. Sales Cloud Consultant) is mandatory.
• Solid understanding of Agile and Waterfall project management methodologies.
• Fluency in English and Italian, written and spoken.

What’s ‘nice to have’:

• Proficiency in statistical programming languages such as R, Python, and PySpark as well as database query languages like SQL; familiarity with additional languages is a plus.
• Ability to thrive in a dynamic, fast-paced environment and manage tight deadlines effectively.
• Strong ability to perform under pressure while maintaining quality standards.
• Collaborative team player with a positive attitude and a willingness to share knowledge and expertise.
• Entrepreneurial mindset with strong attention to detail.

Work location: Rome.

We offer a temporary contract to cover maternity leave.

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.

Philip Morris Italia is one of the two Italian affiliates of Philip Morris International, a leading company in the tobacco and nicotine market.