B2b Retail Success Advisor - London, United Kingdom - Konecta

Konecta

Verified Company

London, United Kingdom

6 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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
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 omnichannel 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
The executives are a point of contact with our Retailers, and therefore best positioned to represent the IQOS brand. IQOS deploys the "WE CARE" Service Values and we believe the way we interact with our Retailers / Trade partners (HOW) is equally important with the solution we are coming to their requests (WHAT).

"We Care" stands for:

WELCOMING the consumers to the gateway of a new lifestyle

Our Agents are friendly, warm, and hospitable
Our Agents are proactive and engaged
Our Agents create excitement about this opportunity for Legal Age Smokers (LAS) to change EMPATHIZE and understand our Retailers / Trade partners' challenges
Our Agents listen with intent
Our Agents do not dismiss our Retailers / Trade partners' concerns COMPASSIONATE towards our Retailers / Trade partners and personalize our services/approach
Our Agents adjust style to different pace and situations
Our Agents speak our Retailers language ASSIST and guide Retailers / Trade partners to support LANU (Legal Age Nicotine Users) through their journey
Our Agents answer Retailers / Trade partners' questions and concerns
Our Agents are here for our Retailers / Trade partners' when something goes wrong and support them in the next steps
Our Agents help our Retailers / Trade partners' make the right decisions RESPECT our Retailers / Trade partners' opinions and personal choices
Our Agents are patient and understand the importance of the moment
Our Agents are friendly, polite, and accommodating
Our Agents listen to our Retailers / Trade partners' feedback to improve their experience ENABLE our Retailers / Trade partners to deliver IQOS to our Consumers ensuring they will never go back to cigarette smoking
Our Agents teach our Retailers / Trade par