manager b2c digital governance in lausanne

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job details

lausanne, vaud
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058 242 53 96
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job description

Randstad has over 55 years of experience in the area of HR Management. Under the Randstad Inhouse Services concept, Randstad becomes a full service supplier providing consultancy to international clients. For a long term temporary assignment for our client, the company Philip Morris International, based in Lausanne, we are seeking for an:

Manager B2C Digital Governance

Temporary assignment

Over the past three years, Philip Morris International has made a dramatic shift away from the marketing and sales of combustible cigarettes, and moved towards its Reduced-Risk Product (RRP) portfolio, focusing on its flagship product, IQOS. This product is PMI's step forward to creating a smoke-free future for legal age consumers who want to continue to enjoy tobacco, but are seeking smoke-free alternatives. To support this shift, PMI has embarked on an organization-wide transformation in ways of working, culture, and strategy. And because customers are at the center of all we do, our Business-to-Customer (B2C) channels plays a critical role in the success of our RRPs around the world.

Our aim is to provide the best care services for our global IQOS customers. That's why we are building a strong team of experts in our global Operations Center to listen to and understand what our customers need, and to develop the right services and channels to provide care anytime, anywhere.

To support our objective, we also need to provide solid business governance of initiatives that impact our digital footprint - both at our Contact Service Centers (CSC) and on our direct channels with consumers. With a full pipeline of projects, we are seeking a dynamic individual to join our business team, who can who can drive our initiatives forward, communicate effectively with key stakeholders, and manage multiple priorities at once.

For our B2C Customer Care team in Lausanne we are therefore looking for a Manager Digital Governance.

You will:

  • Manage the pipeline of global Customer Care requirements across the landscape of digital systems

  • Act as the single Customer Care business point of contact for the digital teams

  • Submit a range of projects and changes to the appropriate governance structures, create and prioritize tickets, monitor progress, and communicate regularly with stakeholders

  • Provide guidance to sprint planning teams in order to progress against Customer Care objectives, and organize testing and signoffs

  • Coordinate to plan and prepare for training sessions for CSC agents and retail staff, and communicate changes to key stakeholders in a timely manner

  • Develop and implement a communication plan to proactively update stakeholders on the various major and minor initiatives across the ecosystem

  • Track initiatives against Customer Care objectives, and evaluate if expected benefits and KPIs were achieved

  • Drive the expansion of our global systems across our Contact Service Centers


  • 5-8 years of experience in a B2C environment; Customer Care experience is a plus

  • 5+ years of experience managing digital projects in a matrix organization

  • Proactive, independent, highly organized, and detail oriented

  • Strong project management skills, who can manage a full pipeline of projects

  • Good people skills, with the ability to interact and communicate effectively

  • Proven ability to build strong partnerships with key stakeholders and management

  • Experience working successfully in a global, multicultural organization

  • Fluent written and spoken English

Do you have experience in B2C and in Digital projects? Are you ready to help us manage the exciting programs we are developing in Customer Care at PMI? Contact us today!