Position Title:  Employee Experience & Benefits Manager (P&ED)- CARICAM

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 one clear purpose – 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.

The scale of our transformation means we’re effectively building a vast new business, at pace. In P&C (People & Culture - our HR function), we have a huge part to play, defining and shaping our new customer focused culture, organising functions to work more effectively together and attracting the best talent with new types of skills to join us.

The overall purpose of this role is to support the P&C Services in driving excellence aligned with the organization’s vision. The position is responsible for contributing to the transformation of the organization into a people-centric environment, fostering innovative and forward-thinking practices within the P&C function.

We are seeking an open-minded and adaptable professional who embraces change and promotes disruptive innovation. This role involves close coordination with the LA SSC, IA Team, and other P&C teams across affiliates to ensure alignment and effective service delivery.

A key aspect of the role is staying continuously informed about market trends and best practices, leveraging the latest research to position the organization as a leader in flexible benefits and employee experience. The position requires strong ownership, with full empowerment to make decisions and propose new, impactful ways of working.

Additionally, the role will be responsible for managing International Assignments & Benefits across the organization, as well as leading the design, deployment, and sustainability of the Customer Centricity approach within the Product & Experience Delivery Team.

Your day to day:

• Act as the customer champion within P&C Services, implementing robust governance frameworks and service management mechanisms to ensure continuous value creation. Monitor and demonstrate P&C Services performance against customer expectations, particularly in terms of innovation, relevance, leadership, consistency, and quality. Build and maintain strong, trust-based relationships with stakeholders across the organization.
• Promote a customer-centric mindset within the P&C Services team by ensuring every team member understands client needs and expectations, measures satisfaction, and actively identifies opportunities for innovation. Develop a comprehensive understanding of the end-to-end customer journey to continuously enhance the employee experience.
• Oversee and optimize the Central America and Caribbean benefits portfolio, ensuring offerings are meaningful, cost-effective, flexible, and aligned with both local market needs and PMI standards. Ensure effective communication and administration of benefits, coordinating activities at the affiliate level while continuously benchmarking against internal PMI practices and external market trends. Drive data-driven decision-making by ensuring relevant market insights are collected, analyzed, and presented to management.
• Supervise international assignments and domestic mobility processes, ensuring seamless coordination between all stakeholders while applying PMI principles and compliance standards. Lead the standardization and continuous improvement of service delivery, focusing on process optimization, technology adoption, innovation, and enhanced customer experience. Oversee third-party providers and ensure effective collaboration and service quality.
• Lead the delivery of high-quality P&C Services, ensuring service level agreements (SLAs) and expectations are consistently met. Identify and implement process improvement initiatives to maintain excellence and align with evolving business needs. Collaborate closely with cross-functional teams such as Payroll and Total Rewards to ensure integrated and efficient service delivery.
• Drive team performance by leading, coaching, and motivating a team of specialists to achieve P&C Services objectives and maintain high standards of service quality. Support the professional development, technical capability building, and knowledge transfer of the team in partnership with the P&C Manager.
• Ensure best-in-class documentation practices by maintaining, reviewing, and updating internal procedures and operational handbooks on a регуляр basis. Coordinate the development and maintenance of localized content across Central America and the Caribbean.
• Provide strategic insights through comprehensive analysis and recommendations to management, contributing to informed decision-making and the evolution of P&C strategies.

Who we’re looking for:

  Experience

• Minimum of 5 years of experience in Human Resources, preferably within P&C Services, Total Rewards, Benefits, or HR Operations.
• At least 2 years of experience leading and developing teams, with proven ability to drive performance and engagement.
• Solid experience in regional or multi-country environments (Central America & Caribbean experience is a strong plus).
• Demonstrated experience in benefits management, mobility/international assignments, or employee experience initiatives.

  Technical & Functional Skills

• Strong knowledge of benefits design and administration, market benchmarking, and cost optimization strategies.
• Experience managing or partnering with shared service centers (SSC) and cross-functional teams.
• Understanding of international mobility processes, policies, and compliance requirements.
• Proven track record in process improvement, service management, and governance frameworks.
• Ability to work with data and market insights, translating analysis into actionable recommendations for leadership.
• Familiarity with customer experience frameworks and service excellence methodologies.

  Leadership & Behavioral Competencies

• Strong customer-centric mindset, with the ability to translate employee needs into impactful solutions.
• Strategic thinking and innovation orientation, with a focus on continuous improvement and new ways of working.
• Excellent stakeholder management and influencing skills, with the ability to build trust across all organizational levels.
• High level of ownership and accountability, with confidence to make decisions and challenge the status quo.
• Ability to lead and inspire teams, fostering collaboration, engagement, and high performance.
• Strong communication skills (written and verbal), with the ability to operate in a multicultural and regional environment.

  Other Requirements

• Advanced English proficiency (mandatory).
• Strong project management and organizational skills.
• Ability to operate in a fast-paced, dynamic, and matrixed environment.

What we offer

Our success depends on our talented employees who come to work here 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 deliver a smoke-free future.