Customer Experience Coach -Heated Tobacco Product

The Coach will facilitate legal-age smokers and nicotine users who would otherwise continue to use or smoke to convert to smoke-free products (including heat-not-burn) that, while not risk-free, are a much better choice than continuing to smoke. A Coach leads and accelerates the conversion of legal-age smokers and nicotine users to a smoke-free alternative by helping them understand the purpose and benefits that fit their needs and acting as a key contributor to a smoke-free future. The Coach will convert legal-age smokers and nicotine users by guiding them on how to use the product while providing a best-in-class consumer experience. Once a new adult consumer is converted, the Coach will provide personalized HyperCare to ensure the consumer’s conversion is complete and lasting.

Salary 67,000.00 with bonus potential

• Manage your established network of legal-age smokers and nicotine users by receiving new leads (from various channels) and reaching out in a timely manner, meeting in the most convenient place (in accordance with local regulations) to provide an exceptional consumer experience.
• Work primarily independently in a defined geographic area and responsible for converting legal-age smokers and nicotine users in accordance with local regulations.
• While a part of a larger team, independently build your own legal-age smokers and nicotine users network as an ambassador through your personal community and word-of-mouth. Over time, high performers will receive leads from other channels.
• Identify legal-age smokers and nicotine users within their direct social circle and expand this to other legal-age smokers and nicotine users in that group to continue to expand your network.
• Inspire legal-age smokers and nicotine users when discussing brand values and benefits
• Present the product and the science behind the device, and how the device works with provided guidelines.
• Discover what motivates legal-age smokers and nicotine users while adopting and adapting our core brand messages to better meet their needs.
• Identify legal-age smokers' and nicotine users' needs with a consumer-centric approach delivering relevant smoke-free product experiences.

• 3+ years’ experience in Sales/Customer service roles (Hospitality, solution or consumer-focused selling/customer service, retail or field sales experience)
• Experience Networking or community integration of a brand/product
• Excellent communication and listening skills
• An interest in the brand and conversion mission, or similar disruptive innovation
• Hospitality or service-led experience
• A problem-solving attitude
• Experience in consumer management
• Experience in building & managing relationships with multiple stakeholders
• Timely in handling escalations while remaining consumer-focused
• Bilingual in Spanish preferred but not required