Position Title:  Inbound & B2B Coordinator

Be a part of a revolutionary change

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 deliver a smoke free future.

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.

Commercial at PMI feels like building a new business – but with the accumulated expertise of a global brand behind you. Bring us your curiosity and capacity to engage people and you can be part of the omni-channel team that’s driving our huge commercial transformation.

Job description:

• Leads and manages Inbound remote service channels (Voice & Chat) and the B2B remote channel (retailer support line), acting as the key coordinator between the external vendor and internal stakeholders.
• Accountable for delivering best-in-class experience to consumers and retailers, while overseeing the deployment and reporting of commercial programs, projects, and business initiatives.
• Working closely with internal channels and CX departments to ensure the right initiatives are deployed.
• Implement strategic priorities and adapt needs based on current commercialization initiatives to maintain / improve our Consumers and Retailers experience and satisfaction while making sure decision process considers NPS/ mystery shopper/ VOC.
• Ensure a high quality, engaged and skilled front line (indirectly employed) applying to all people management levers (communication, recognition, reward, training, performance management, etc.)
• Monitoring performance & KPI's (SLA, AHT, QA, Occupancy, Replacement etc.) providing the necessary tools to achieve them.
• Accountable for CSC partner management (operations, contract management, FTE management, Training programs, QA processes etc.).
• Work closely with Regional CSC Team to ensure effective localization of regionally initiated projects.
• Overseeing operating systems including policies, procedures, service level, operating structure, and information flow.

Who we’re looking for, Education and Work experience:

• Bachelor’s degree in Business Administration, Marketing, Economics or other related fields
• Minimum 2 years of experience in Commercial Roles (B2C) with focus in Call Centers Operations, Field Sales or Trade Marketing
• Experience in managing 3rd parties or external teams will be considered an asset
• Knowledge of CRM systems (eg. Salesforce, DCS) and Twilio will be considered as an asset
• Consumer centric approach, confidence for exposure in higher management, presentation / impactful communication and high collaboration skills
• Good understanding of commercial engagement & execution, as well as digital savvy
• Consumer Experience Savvy
• Strong data analysis capability to identify trends, extract key insights, and highlight improvement opportunities across overall performance
• Fluency in Greek and English both written & verbal
• Military obligations completed (if applicable)

What we offer:

• 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 deliver a smoke-free future.