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 one clear purpose – to deliver a smoke-free future.
As part of our dynamic, diverse, and disruptive Omni Channel Consumer Experience team, you’ll have the opportunity to shape the consumer journey and champion superior experiences across channels in Croatia and Slovenia.
We are looking for a Lead Consumer Experience (CX) Excellence Croatia & Slovenia who always puts consumer at the center and aims to provide best consumer experience. Join our OCX team in Zagreb if you have passion for consumers and you are motivated by learning and finding new solutions to solve business challenges and address consumer’s pain points in a creative and analytical way.
We offer full-time employment with contract for an indefinite period of time. Location of work is Zagreb with possibility of hybrid work.
Your ‘day to day’
As Lead CX Excellence, you will:
- Champion Consumer Experience: Lead the delivery of superior, seamless experiences across all channels (online/offline, direct/indirect), ensuring every consumer touchpoint delights and engages.
- Leverage Insights & Data: Analyze consumer data from multiple sources (NPS, insights, digital, commercial planning) to identify opportunities, optimize journeys, and drive continuous improvement in satisfaction and retention.
- Lead Cross-Functional Collaboration: Partner with marketing, digital, CI, and operations to align on best practices, and ensure a consistent, on-brand experience across markets.
- Innovate & Elevate Experiences: Identify emerging trends and introduce creative solutions that differentiate the brand and exceed evolving consumer expectations.
- Project & Stakeholder Leadership: Manage key CX initiatives, coordinate with internal and external partners, oversee campaign execution, and act as the main point of contact for all consumer experience topics.
- Build Capability & Monitor Performance: Develop training to embed consumer-centricity, track KPIs, report progress to leadership, and foster a culture of excellence and continuous feedback
Who we’re looking for
- University degree in marketing, economics, business administration or another relevant field.
- Proven experience in consumer experience, customer journey mapping, or related roles (min 3 years of relevant experience).
- Strong analytical mindset, business acumen, and problem-solving skills.
- Experience working with consumer data, insights, and reporting tools.
- Excellent communication and stakeholder management skills.
- Ability to lead cross-functional projects and drive change.
- Consumer centric mindset.
- Learning on the fly and open to continuously develop.
- Proactive and positive approach to problem solving.
- Advanced knowledge of MS Office.
- Proficient in spoken and written English and Croatian; Slovenian language is a plus.
What we offer
Our success depends on our talented employees who come to work here 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.
Key things to know before you apply
- Relocation support is not available for this job.
- PMI temporary and permanent employees who are employed and paid directly by PMI are eligible to apply for jobs posted on the Internal Careers Portal. You are welcome to search and apply for external jobs at pmi.com/careers.
- To find out more about eligibility to apply for internal jobs, please refer to the Open Sourcing Employee Guidebook on the Internal Careers Portal
To join our growing team, apply no later than November 22nd.
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