Special Projects CX Manager

Job title: Special Projects CX ManagerContract Length: Six Months (possibility of extension)Location: London (Hybrid)The Role: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 seeking a proactive and detail-oriented Special Projects CX Manager to lead key cross-functional initiatives that enhance the overall customer experience and ensure digital compliance across our platforms. This role combines CX strategy, project management, and technical and legal coordination, with a focus on accessibility, data privacy, and vendor relationships.You'll manage a diverse portfolio of projects - from accessibility compliance and cookie management to customer journey discovery, legal topics, and strategic partner activities. This position requires a strong understanding of digital customer experience, governance frameworks, and the ability to deliver results across multiple teams and stakeholders.Responsibilities:Accessibility & Compliance:

• Lead initiatives to ensure our digital properties meet accessibility standards (WCAG)
• Partner with UX, design, and development teams to embed accessibility best practices into our processes

Cookies & Data Privacy:

• Manage the implementation and optimization of cookie consent solutions (e.g., One Trust).
• Ensure alignment with GDPR, CCPA, and internal privacy policies.

Customer Experience (CX) Projects:

• Conduct CX discovery and analysis to identify opportunities for improvement in digital journeys.
• Collaborate with stakeholders to define, scope, and execute CX-focused projects that enhance satisfaction and engagement.

Project Management:

• Oversee small-scale, targeted digital projects (e.g., brand-specific initiatives)
• Develop project plans, track milestones, and communicate progress to leadership.

Legal & Governance:

• Coordinate with internal legal teams on topics related to digital compliance, privacy, and content governance.
• Ensure project documentation, policies, and communications adhere to legal and brand standards.

Vendor & Partner Management:

• Manage relationships and day-to-day activities with external vendors and partners
• Evaluate vendor performance, ensure contract compliance, and drive continuous improvement.

We are looking for someone with

• 4+ years of experience in customer experience, digital project management, or related roles
• Strong understanding of CX methodologies (journey mapping, service design, discovery analysis)
• Handson experience with accessibility and data privacy tools (e.g., One Trust)
• Proven ability to manage multiple concurrent projects with crossfunctional teams.
• Excellent stakeholder communication and relationship management skills.

Preferred:

• Experience managing external vendors or technology partners.
• Knowledge of accessibility standards (WCAG 2.1 AA) and best practices.
• Understanding of web technologies and digital marketing ecosystems (Yext, WYNG, CRM platforms).
• Familiarity with legal and compliance processes in digital environments.

Key Skills:

• Strategic and analytical thinker with attention to detail
• Strong organizational and multitasking abilities
• Excellent written and verbal communication skills
• Empathetic mindset toward customer experience and accessibility
• Comfortable working across legal, technical, and digital functions