Do you have a passion for brands and the history they represent? Are you an excellent communicator with exceptional analytical skills, curious and achievement oriented? Do you want to make a difference in our organization and contribute to building something new? If the answer is yes to all these questions, then we would like to hear from you.
We are looking for an experienced CX lead based in Jordan. A bachelor’s degree in one of (Business administration, Marketing or communications) and a 3–5 years of experience in CX, digital marketing, brand marketing, or consumer journey management, preferably in a consumer-facing or FMCG environment.
Requirements
- Experience in designing conversion journeys that drive measurable business outcomes.
- Solid understanding of acquisition and retention strategies, as well as referral program development.
- Strong analytical mindset with the ability to turn data into actionable insights and present performance clearly to stakeholders.
- Experience in campaign development and execution with budget oversight.
- Excellent collaboration and communication skills.
- Fluency in English and Arabic is preferred.
RISE TO THE CHALLENGE
You will be part of the SFP team team of “Philip Morris Jordan” and will report to the CX Manager.
As a Consumer Experience (CX) Lead, you will be at the heart of designing and optimizing the end-to-end journey our consumers experience. Your main responsibilities will include driving consumer acquisition and retention, while also developing and implementing effective conversion journeys that guide consumers from awareness to adoption. You’ll be expected to turn insights into action, delivering measurable impact through targeted campaigns, clear communication of results, and cross-functional collaboration.
More Specifically Your Key Responsibilities
- Consumer Journey Strategy:
Design and continuously improve conversion journeys that drive consumers from awareness through consideration, trial, and long-term retention.
- Acquisition & Retention Leadership:
Own and optimize strategies that attract new consumers and build loyalty with existing ones, ensuring personalized, value-driven experiences across touchpoints.
Plan and execute data-driven campaigns to boost awareness, increase trial, and improve retention KPIs, working in coordination with brand and commercial teams.
- Referral Program Management:
Create and scale referral and advocacy programs that support organic growth by leveraging consumer networks.
- Performance Reporting & Insights:
Present clear, data-backed business results to internal stakeholders, highlighting performance across the consumer funnel: acquisition, conversion, and retention.
- Analytics & Optimization:
Use analytics tools to understand user behavior, identify friction points in the journey, and implement solutions that drive better outcomes.
Apply brand marketing knowledge to ensure messaging, tone, and positioning are aligned with PMI’s values and resonate with our audience.
Own and track budgets for CX programs and campaigns, ensuring efficient allocation and strong return on investment
Functional Competencies
- Team Leadership: Leading and mentoring CX teams, ensuring alignment with the company's CX goals and equipping team members to deliver exceptional service
- Communication: Articulating the CX vision and collaborating effectively with various stakeholders
REGIONS: Regional scope, Jordan.
FIND A NEW PATH
Our organization offers you a fresh perspective. Here, you will never stop exploring and discovering. We take the concept of on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. With innovative technologies, services, and processes, together with a competitive salary and compensation package, you will have the opportunity to interact with some of the best minds in the business, learn from them and add value.
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