Territory Manager, Customer Experience

Austin, TX
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**Territory Manager, Customer Experience **


Mosaic is the leading North American integrated marketing and sales agency, specializing sales, training, experiential, and digital & virtual solutions. At Mosaic, we are never satisfied with the status quo and are in constant search for new ideas and new ways to help our clients build their brands amidst the evolving dynamic of empowered consumers, leveraging new technologies and approaches. Together as a team we deliver for those results to our clients every day. Mosaic is not about standing out from the crowd - we lead it!


Mosaic has been retained by Philip Morris International’s U.S. affiliate, Triaga Inc., to operate Triaga’s retail channels in the U.S. Mosaic is seeking an Territory Manager, Customer Experience to provide in-store support and contribute to the advancement of a smoke-free future in Austin, Texas. The  **Territory Manager, Customer Experience ** 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. The Territory Manager, Customer Experience 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 Territory Manager, Customer Experience 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 Territory Manager, Customer Experience will provide personalized HyperCare to ensure the consumer’s conversion is complete and lasting.

Annual Salary Range starting at $63,000 plus potential bonus

What you'll do:

  • 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.

  • Ensure personalized after-sales support (following our hypercare model) to address potential difficulties.


Who you are:

  • 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

Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

  • Medical, Dental, Vision, and Telehealth

  • Basic Life Insurance and AD&D

  • Voluntary Life Insurance

  • Short Term and Long Term Disability

  • Flexible Spending Account

  • Health Reimbursement Account

  • 401(k) match

  • Legal Insurance

  • Employee Assistance Program

  • Employee Discount Program

  • Tuition Assistance Plan

  • Paid Time Off and Company Paid Holidays

Follow us on the following:

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**LinkedIn **(click here)

Mosaic North America is an Equal Opportunity Employer

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.

To Apply: please send resumes to: USRecruiting@mosaic.com

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Job Field - Marketing

Primary Location US-TX-Austin

Shift Day Job

Job Posting Feb 23, 2024, 10:40:58 AM

Min Pay 63000

Schedule Full-time

Job Type Standard

Job Number: PMxCETMAUSTX24


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