IQOS Expert

• →Welcome and engage verified legal-age adult nicotine consumers in a personable, respectful and relevant way.
• →Use open and clarifying questions to understand routines, needs, preferences, questions and barriers before presenting information.
• →Explain IQOS and HEETS accurately using approved facts, language, tools and materials.
• →Conduct The Perfect Guided Trial, adapting pace and depth while keeping approved content unchanged.
• →Build confidence through patient guidance, practical support and appropriate hand-holding.
• →Recognize hesitation, explore the underlying barrier and respond, follow up or escalate appropriately.
• →Support informed decisions without pressure, overpromising or unsupported claims.
• →Provide appropriate follow-through after trial or conversion in line with approved processes.
• →Capture required interaction and outcome information accurately in approved systems.

• Complete onboarding, certification and ongoing learning requirements.
• Seek coaching, practice openly and apply feedback quickly.
• Maintain product, device, material and consumer-area readiness.
• Follow schedules, attendance, reporting, inventory and administrative routines accurately.
• Share recurring consumer questions and barriers with the Supervisor.
• Support team learning by contributing compliant examples and practical insights.

• Engage only verified legal-age (21+) adult nicotine consumers
• Use only approved information, claims, language, materials and systems.
• Keep personalization within approved communication guardrails.
• Protect consumer privacy and never include identifying consumer information in stories or reflective materials.
• Never trade compliance for conversion or any performance outcome.

 YOUR EXPERIENCE //

• Notable experience in high-touch customer, consumer, hospitality, retail, service, experiential, or regulated environments, with premium consumer experience strongly preferred.
• Experience conducting demonstrations, consultations, trials, or high-consideration product conversations.
• Experience supporting customer adoption, behavior change, or ongoing service relationships.
• Experience working within compliance requirements, policies, or regulated environments.
• Ability to work a flexible schedule, including evenings, nights, and weekends based on consumer traffic and event demands, and travel locally as required.

YOUR SKILLS // 

• Bilingual Spanish/English preferred; additional languages are a plus.
• Strong listening, curiosity, empathy, and adaptive communication skills, with the ability to build trust and support individuals through uncertainty or change.
• Ability to explain information simply and demonstrate a process confidently.
• Personal accountability, resilience, learning agility, and reliable follow-through.
• Sound judgment and the ability to navigate different consumer situations appropriately.

• Detailed IQOS and HEETS knowledge.
• Company systems, CRM, reporting and operational routines.
• Market-specific activation, retail and follow-up processes.

MEASURES OF SUCCESS //

• Quality, relevance and compliance of consumer conversations and guided trials.
• Ability to create consumer confidence and value through approved information and support.
• Consumer conversion, satisfaction and retention outcomes achieved through compliant execution.
• Accuracy and timeliness of follow-up, data capture and operational routines.
• Demonstrated learning, feedback application and certification progression.
• Successful probation completion, including the approved first-conversion reflection video.

 YOUR REQUIREMENTS //

• Must be 21+.
• Valid driver’s license with a clean driving record.
• Company vehicle provided for local travel required as part of the role.
• Ability to stand for extended periods and lift up to ~80 pounds.
• Availability to work evenings, nights, and weekends.

YOUR COMPENSATION //

• Competitive wage, commensurate with experience.
• Bonus compensation tied to established KPIs and performance measures.