Brand Expert

The Story House•Fort Lauderdale, FL

About The Position

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 helps consumers understand IQOS, work through uncertainty, and make informed decisions without pressure. Success depends on trust, relevance, disciplined follow-through, and uncompromising compliance. The position supports client experiences across local marketing, pop-up events, large-scale event productions, and digital experiences. The Brand Expert completes onboarding, certification, and ongoing learning; maintains product, device, material, and consumer-area readiness; and follows schedules, attendance, reporting, inventory, and administrative routines. The role is full-time and contract, with the term based on future program needs and potential for extension.

Requirements

Must be 21 or older.
Valid driver’s license with a clean driving record.
Ability to stand for extended periods and lift up to approximately 80 pounds.
Availability to work evenings, nights, and weekends.
Ability to work a flexible schedule based on consumer traffic and event demands and travel locally as required.
Strong listening, curiosity, empathy, and adaptive communication skills, including 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 ability to navigate different consumer situations appropriately.

Nice To Haves

Notable experience in high-touch customer, consumer, hospitality, retail, service, experiential, or regulated environments; premium consumer experience is 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.
Bilingual Spanish/English; additional languages are a plus.

Responsibilities

Welcome and engage verified legal-age adult nicotine consumers in a personable, respectful, and relevant way.
Ask open and clarifying questions to understand consumers’ 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 a trial or conversion in line with approved processes.
Accurately capture required interaction and outcome information 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, and 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.
Work a flexible schedule, including evenings, nights, and weekends, and travel locally as required.
Meet success measures including compliant consumer conversations and guided trials, consumer confidence and value, conversion, satisfaction and retention outcomes, accurate and timely follow-up and data capture, learning and certification progression, and successful probation completion including an approved first-conversion reflection video.