Job Title: Project Manager NPI - Customer Service
Contract: Six Month
Location: London (Hybrid)
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.
It is an exciting, ever-changing environment - ideal for the person who is driven, disruptive and dynamic. It you are comfortable with ambiguity and excited by the challenge of shaping things from the ground up, you will enjoy it. There is endless space to develop too, so you are progressing your career as fast as you build our smoke free future.
Role Objective
The Customer Service & Support (CS&S) function is seeking a Project Manager to help design and establish a new approach to supporting PMI's NPI development & launch process. It is recognised that there is an opportunity to optimise better outcomes and managed 'Customer Service readiness' for launches through early design engagement with clearly defined deliverables. This means a view on device innovation years before launch which will enable a cleaner, hassle-free adoption across the multiple consumer touchpoints (contact centres, IQOS coaches, retail, CRM systems etc).
The shape of CS&S is also changing to react, with considered control, to the regulatory landscape variation through a Design for Service approach e.g. EU battery regulation means repair and spare parts. These changes require early influence on device design - critically upstream to support managed downstream implementation across the different CS&S functions. The Project Manager will help establish the upstream requirements for Customer Service to contribute to the Product Brief (utilising existing SME's).
Core Activities
- Create and manage an NPI Launch Plan view (devices & consumables/markets & time) across the different SFP platforms (P1 Heat Not Burn, P4 eVape, P5 pouches etc). Work in close collaboration with PMO function to ensure view remains close to 'real time'.
- Support SME's across the different CS&S functions to define requirements/deliverables for each NPI device & consumable planned - including device care, connectivity, troubleshooting, CX IT systems, warranty approach, activity forecasting, QSG review, GTPS etc.
- Develop the Customer Service roadmap to support the launch of NPI - to enable a clear view on resource and budget commitment to each element of the CS&S deliverables mapped to the NPI Launch Plan.
- Represent Customer Service and Support function at all future pipeline product development meetings to report on deliverable and risk status for CS&S for each project. This includes close collaboration with existing PMO function.
- Monitor the assorted deliverables attributed to each of the CS&S functions and regularly update the CS&S management team on risk/issues/actions.
- Monitor the CS&S NPI budget spend contributed by the different platforms and escalate deviations to RF limits at each financial stage gate.
- Create appropriate documentation to present / outlines status of CS&S 'Launch Ready' profile for each NPI device.
Core Skills
The role requires a candidate who displays excellent consumer focus and sound technical skills.
You will have:
- Project Management Qualification (Degree Level or Similar)
- 5+ Years' Project Management Experience - preferably within engineering and/or technical environment
- Ability to build strong relationships across functions at all levels, internally and externally.
- Excellent written communication skills
- Excellent verbal and influencing skills
- A collaborative and agile approach, with experience of working in a fast-paced environment.
