Brand Expert

Position Type: Full-Time, Contract (with potential for extension)

WHY YOU’LL LOVE THIS JOB //
The Story House team is dedicated to delivering impactful experiences for our clients. Our work takes many forms, including local marketing, small pop-up events, large scale event productions and digital experiences.

The IQOS Expert creates exceptional experiences for verified legal-age adult nicotine consumers through empathetic, meaningful conversation, active listening, tailored guidance, accurate product explanation and The Perfect Guided Trial. The role builds value by helping consumers understand IQOS, work through uncertainty and make an informed decision without pressure. Success comes from trust, relevance, disciplined follow-through and uncompromising compliance.

This is a hands-on, field-based sales role that requires confidence, initiative and a strong sales mindset. IQOS Experts work across retail locations, nightlife venues, special events and other consumer-facing environments, proactively approaching potential consumers and driving sales performance. The ideal candidate thrives in fast-paced environments, enjoys meeting new people, is comfortable overcoming objections and is motivated by achieving sales goals.

WHAT YOU’LL DO //
PRIMARY ACCOUNTABILITIES - CONSUMER ENGAGEMENT AND GUIDED TRIAL EXCELLENCE: 80%

• 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.

 SECONDARY ACCOUNTABILITIES – LEARNING, COMMUNITY AND OPERATIONAL DISCIPLINE: 20%

• 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.

 COMPLIANCE: HOW THE ROLE OPERATES

• 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.

DEVELOPABLE

• 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 24+.
• 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.