eCommerce Success Manager

Job title: eCommerce Success Manager
Location: London (Hybrid)
Contract: Six months (possibility of extension)

Be a part of a revolutionary change.

At PMI, we've chosen to do something incredible.

With huge change, comes huge opportunity. So, wherever you join us, you'll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.

The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke.

It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future.

Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives.

eCommerce is growing and represents today a critical piece of our omnichannel engine. Our ambition is to build the best-in-class eCommerce experiences by consistently improving and enriching our website with engaging digital journeys and experiences, consumer first acquisition & retention programs, latest eCommerce features and new innovative solutions.

We're looking for a data-driven, technically skilled eCommerce Success Manager who will be focused on helping us maintain quality on our B2C websites. To help continue to drive performance, growth, and optimization of our online sales channels. The E-Commerce Success Manager is the central point of contact for all issues, bugs, and technical challenges impacting the performance and user experience of the e-commerce site. This role ensures seamless collaboration between markets, IT, internal stakeholders and external partners to identify, track, prioritise, and resolve issues efficiently.

The E-Commerce Success Manager plays a key global role in maintaining platform stability, improving operational excellence, and communicating resolution progress and performance insights to senior stakeholders.

Key Responsibilities

Issue & Bug Management

• Serve as the single owner globally for all website issues and defects reported by internal stakeholders & consumers.
• Log, prioritise, and track bugs through resolution, ensuring timely fixes in collaboration with IT, development, and QA teams.
• Coordinate triage sessions to assess impact, root cause, and urgency of reported issues.
• Maintain a central issue tracker and ensure clear visibility across teams.
• Analyze and manage alert systems software ensuring it is optimal and accurate to capture any issues

Stakeholder Communication & Reporting

• Act as the main liaison between e-commerce, IT, and business stakeholders.
• Provide regular reporting and dashboards on open issues, progress, resolution rates, and trends.
• Escalate high-impact issues to senior management with clear context and recommended next steps.
• Communicate proactively on downtime, system changes, or critical incidents.
• Hold success & satisfaction reviews around site stability, raised issues & performance with core markets

Continuous Improvement

• Identify recurring pain points and propose process or platform improvements through tools such as content square and customer insight data
• Track conversion rate of our customer journey understanding any drops & route cause
• Collaborate with analytics and product teams to ensure a frictionless customer experience.
• Contribute to building standard operating procedures for issue management and site quality.
• Hold success & satisfaction reviews around site stability & performance with core markets
• Analyze if we have the right alerting in place and right processes to respond to any alerts triggered
• Follow up & ensure corrective action has been taken following any post issue root cause analysis
• Stress test the website

Skills & Experience Required

• 5+ years of experience in e-commerce operations or technical account management.
• Strong understanding of e-commerce platforms (e.g., Adobe Experience Manager & Hybris)
• Understanding of Analytical tools such as Google Analytics & Content Square
• Excellent communication and coordination skills with cross-functional teams.
• Analytical mindset with proficiency in reporting and issue-tracking tools (e.g., Jira)
• Ability to translate technical information into clear business updates.
• Highly organised, detail-oriented, and solution-driven.

Key Attributes
* Calm under pressure and confident managing multiple priorities.
* Collaborative with strong stakeholder management skills.
* Passionate about delivering excellent customer experiences.
* Proactive, accountable, and always seeking improvement.