At PMI, we’ve chosen to do something incredible. We’re totally transforming our business, and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.

With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Introducing smoke-free products shifts the focus of our entire business. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.

We’re looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omni-channel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it’s a career-changing opportunity to shape a new global function and help create a smoke-free future.

Your ‘day to day’

The Manager Customer Care leads the Customer Care channel & operation. Responsible to lead and manage all service channels (inbound and outbound) and accountable for delivering the best-in-class consumer experience within the channel and for achieving channel P&L, commercial performance and NPS, deploying commercial programs, projects, and initiatives. Drive conversion of consumers and lower abandonment rates by executing excellent customer care experience. Ensure omnichannel process fidelity for all product care and replacement processes to guarantee high consumer satisfaction while keeping costs low.

Lead, motivate, develop, and direct the customer care team and external 3rd party contact service center provider, while making optimum use of budgets and resources.

Who We’re Looking For

• University degree, master is a plus.
• Native or near native in Spanish and fluent in English (at least C1).
• More than 7 years of previous experience in a Customer Care operation or similar, optimizing channel productivity and operational effectiveness.
• More than 3 year of experience in managing teams.
• Expertise building relationship with 3rd parties.
• Strategic thinking, strong analytical skills and fantastic interpersonal approach.
• Great presentation & selling skills.
• Valid EU work permit.
  
  

What We Offer

Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:

• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore.
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong.
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.
• Take pride in delivering our promise to society: to improve the lives of a billion smokers.
  
  

To join our growing team….

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