B2b Retail Success Advisor Job Description - London, United Kingdom - Konecta

Konecta
Konecta
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
B2B Retail Success Advisor

Clients:
Philip Morris Limited


Salary:
£ TBD


Commission:
Monthly performance-related bonus

Location:
Konecta UK Limited, Docklands, London Hybrid

Hours: 35 hours per week

About The Client

Far more than a leading cigarette company, PMI are building a future on smoke-free products that are a much better

choice than cigarette smoking. Thanks to the imagination and perseverance of thousands of people, they have

developed breakthrough products that are smoke-free enjoyable, and one day will replace cigarettes. Our aim is that

by end 2025, +1 million smokers would have switched to better, less harmful alternatives to smoking in the UK.

Main Purpose of Role

As a Retailer Success Advisor, you are in the best position to provide professional support to General Trade

Partners, in partnership with a dedicated in field Territory Activation Executive(s). Handling any inbound or outbound

calls from the specific Retailer Partners allocated through a specific territory, you will be the first point of contact and

it will be your responsibility to ensure Retailers get the assistance they need either by live chat, phone, video call,

We will rely on you to be part of a highly performing team that proactively engages in a meaningful way with our

General Trade Partners and colleagues from the Field, offering extra support, building relationships, and resolving

their enquiries over the above channels, ensuring they receive excellent customer service.

Our Retailer Success Advisors are true ambassadors for the company, with a passion for what they do and for

supporting our Trade Partners. You will be a key member in the transition PML is leading from cigarettes to Reduced

Risk Products while building a future on smoke-free products that are a much better choice than cigarette smoking.

Main Responsibilities

  • Addresses Retailer needs by developing and maintaining a good knowledge of IQOS Products and
systems

  • Manages interactions through the agreed processes and provides Retailers with a consistently high
standard of service.

  • Understands in full PML's internal trade programs ("HEETWAVE") and utilises this knowledge to
solve Retailers / Trade partners' pain points. Similarly, develops and maintains knowledge and

understanding of past trade programmes in order to best overcome any objections faced.

  • Resolves queries using various technical systems
engage, train and support General Trade Stores in working with IQOS and HEETS.

  • Collaborates with our colleagues from the Field (Territory Activation Executive = TAEs), to ensure
any frequently raised questions or issues from retailers are escalated and followed up accordingly.

  • Accurately captures the Retailers / Trade partners needs in our systems and direct the resolution (if
not completed on first interaction) to the appropriate team in PMI

  • Provides Excellent Customer Service
  • Provides 'best in class' customer service experience to Retailers/ Trade partners and ensure
consistency with an omni-channel approach to understand how different business functions are

operating in collaboration.

  • Supports in the development and implementation of strategies aimed to increase efficiencies
within the role and improve retailer experience.

  • Supports the assigned LOB
  • Provides constructive feedback on system functionality, available tools, processes, etc.
  • Shares customer insights.
  • Addresses opportunities for improvement.
  • Drives Retailers / Trade partners Experience

Requirements:


  • Excellent communication skills
  • You will be required to provide clear, correct, complete, and concise information to various
audiences using various communication channels. You must be able to express your ideas,

opinions and statements clearly.

  • Above Average grammar and spelling
excellent grammar and spelling is a must.

  • Emotional intelligence
  • You will be supporting retailers and Trade Partners with a wide range of personalities and needs. In
order to make the message stick, it is important to build rapport, employ active listening, empathy

and other key skills.

  • Proactivity
  • As a Retail Success Advisor, it is necessary to demonstrate proactive approach in spotting
opportunities for improvement, providing feedback and insights, and helping others.

  • Growth mindset
  • To ensure efficient operations and overall continuous improvement, you need to have the
willingness and drive to continuously educate yourself.

  • Logic and critical thinking
  • Efficient problem solving will be part of your responsibilities as a Retail Success Advisor as you will
be required to deal with consumer request of various level of difficulty.

  • Attention to detail
  • You will be required to capture the interaction summary in our systems. Clarity and correctness of
the records is key.

  • Tech/IT Skills
you will be required to work with a wide range of the client's systems

  • Desirable: previous experience in a similar role
Who is Kon
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