B2B Retail Success Advisor London, England
Job description
B2B / Retailer Success Advisor
PMI
Job Description
Job Title: B2B / Retailer Success Advisor - Inbound & Outbound Operations
Clients: PMI
Salary: £21,840pa
Commission: Attractive commission structure and company benefits
Location: Comdata Group UK, Docklands, London/home-working depending on Covid-19 scenarios.
Hours: 35 hours per week
Operational hours: Monday to Friday 9am till 8pm
Saturday 9am till 6pm
Main Purpose of Role
Comdata Group UK is pleased to offer this opportunity working on behalf of Phillip Morris International working with IQOS, promoting a world without smoke.
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, healthier alternatives to smoking in the UK.
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, email or SMS.
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
Maintain and Develop a Comprehensive Knowledge of the Retailer and trade programmes
Manage inbound calls through the agreed processes and provide retailers with a consistently high standard of service. Understand in full
PML’s internal trade programs (“HEETWAVE”) and utilise this knowledge to solve Retailers / Trade partners’ pain points. Similarly, develop
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knowledge and understanding of past trade programmes in order to best overcome any objections faced. Tailor the tone of voice and messages used in accordance to the queries identified by retailers/trade partners. Demonstrate and utilise knowledge of the CRM system to track, build and maintain retailer network.
Execute Proactive Campaigns Remotely via Phone Call, Video Call, Text and/or Email
Proactively contact Retailers within specified Geography and call file over phone call and email, to engage, train and support General Trade
2 Stores in working with IQOS and HEETS. Collaborate 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. Flexible working hours when required to ensure the retailers get the highest level of support at a time that suits them.
Excellent Customer Service
Provide ‘best in class’ customer service experience to Retailers/ Trade partners and ensure consistency with an omni-channel approach to
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understand how different business functions are operating in collaboration. Support in the development and implementation of strategies aimed to increase efficiencies within the role and improve retailer experience.
Gain systems understanding to support our Retailers / Trade partners in an omni-channel way
In this role you will interact with Retailers / Trade partners in a multi-channel environment, supporting queries, answering questions, providing essential support and coaching via outbound (primarily) and inbound interactions using phone calls, web chat, social media and
4 email.
As one of the main interaction points of the IQOS Brand with the Retailers / Trade partners, your interaction will trigger other PMI’s teams
(Digital, Outbound, CRM, etc) response and additional support. We will rely on you to accurately capture the Retailers / Trade partners needs in our systems and direct the resolution (if not completed on first interaction) to the appropriate team in PMI.
Drive Retailers / Trade partners Experience
Since you, as our Agents, are first point of contact with our Retailers / Trade partners, you are 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 o Our Agents are friendly, warm, and hospitable o Our Agents are proactive and engaged o Our Agents are create excitement about this opportunity for Legal Age Smokers (LAS) to change
EMPATHIZE and understand our Retailers / Trade partners’ challenges o Our Agents listen with intent o Our Agents do not dismiss our Retailers / Trade partners’ concerns
COMPASSIONATE towards our Retailers / Trade partners and personalize our services/approach o Our Agents adjust style to different pace and situations
5 o Our Agents speak our Retailers language
ASSIST and guide Retailers / Trade partners to support LANU (Legal Age Nicotine Users) through their journey o Our Agents answer Retailers / Trade partners’ questions and concerns o Our Agents are here for our Retailers / Trade partners’ when something goes wrong and support them in the next steps o Our Agents help our Retailers / Trade partners’ make the right decisions
RESPECT our Retailers / Trade partners’ opinions and personal choices o Our Agents are patient and understand the importance of the moment o Our Agents are friendly, polite, and accommodating o 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 o Our Agents teach our Retailers / Trade partners to interact with the Consumers to make IQOS their own o Our Agents remember our Retailers / Trade partners’ preferences not only to deliver a personalized experience but to enable building a long-lasting and meaningful relationship with IQOS
Skills Requirements
- As a Retailer Success Advisor you will live and breathe great customer service and understand how important it is to put the Retailers / Trade partners at the heart of our business and interactions
- You will interact frequently with colleagues from the Field (TAE’s – Territory Activation Executive; AAM’s – Area Activation
Managers)
- Showing flexibility and adaptability to various situations is critical
- You will have a chance to join Field Meetings/ Sales Conferences to bond and interact with your business partners. Some travel will be required
- Being an excellent communicator is essential, whether it is amending details or fixing a problem you will ensure your Field
Force partners (TAE’s – Territory Activation Executive; AAM’s – Area Activation Managers)
- Have a passion for helping others and an ability to persuade and communicate with people on different levels
- Understand and leverage key commercial dynamics such as Trade Programs, Retailer incentives and Territory plans
- Significant experience of working with customers/ Retailers, either face to face or remotely/ phone
- A proven track record in performance and achieving targets within a call centre environment
- Good understanding of call centre practices, KPIs etc.
- Good level of computer literacy (Sales Force, MS Word, MS PowerPoint, MS Excel, Call centre software)
Who are Comdata Group?
Leading the way in Customer Interaction & process management Comdata are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels.
Learn more here: https://www.comdatagroup.com/en/about/who-we-are
Why work for us?
- Comdata working culture of fun and sociable team environment
- Pension Scheme with Standard Life
- Eye test vouchers and discounts
- Discounted corporate gym membership with Nuffield
- Involvement with local charities and fundraising days
- Campaign specific benefits including discounts, incentives and prizes
- Recommend a friend scheme paid reward of £400 +
- Apprenticeships qualifications and career flight path schemes
- Recognition and reward schemes with Love to Shop Voucher rewards.
- Cycle to work scheme
Operational Days and Hours
With given notice, Comdata reserves the right to change your working hours.
Please note that whilst you will be supporting the PMI contract, whose opening hours are 8am – 8pm Monday to Friday and 9am –
6pm Saturday, your Comdata contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business.
Systems & Training
Full training will be given by Comdata and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training.
Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience.
Across the campaign the team will have SMART objectives. These will be communicated by the Customer Experience Director (on behalf of the client).
Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.
Job Type: Full-time
Salary: £21,840.00 per year
Benefits:
- Casual dress
- Company events
- Cycle to work scheme
- Employee discount
- Gym membership
- Referral programme
- Wellness programme
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What is your understanding of B2B?
Work Location: Hybrid remote in London
Expected start date: 06/02/2023
