Position Title:  Manager Regional CRM Operations...

MAKE HISTORY WITH US!

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

We are looking for Manager Regional CRM Operations to ensure the seamless delivery of global CRM operations at PMI, aligning with both local market needs and global strategy. In this role, you will serve as a key point of contact for stakeholders, providing guidance on CRM platforms, technologies, and campaign capabilities. You’ll work closely with local markets and agency partners to ensure accurate briefs, effective use of Salesforce Marketing Cloud, and continuous optimization of CRM services. This is a great opportunity for a technically skilled, proactive professional who thrives in both independent and collaborative environments and is eager to grow their expertise on the job.

Key responsibilities:

• Cultivate and sustain robust relationships with a diverse range of stakeholders, including those from Digital Marketing Operations, Vendors, Regions, Markets, CDP Product Group, CRM Product Group, Insights Team, and Audience Team.
• Monitor and evaluate the quality of CRM operations delivery, ensuring value for money, and close compliance with service level agreements outlined in the vendor contract.   
• Work closely with markets to help them to provide accurate briefs, work effectively with the agency team, and get maximum value from the CRM Operations Service.
• Proactively identify opportunities to refine market and agency processes, enhancing the quality and consistency of service delivery.
• Collaborate with key stakeholders from other departments to promptly resolve incidents affecting production e.g. timeout errors and failures to upstream data flows.
• Provide subject matter expertise in CRM, Salesforce Marketing Cloud, and PMI systems to help stakeholders to improve the performance of their omnichannel campaign activations.
• Lead and support team by fostering collaboration, providing clear direction, and driving continuous development to achieve operational excellence.

Required Qualifications:

• Minimum of 5 years of hands-on experience in a CRM role, with a strong track record of delivering omnichannel campaigns across a complex, integrated technology ecosystem.
• Strong understanding and proficiency in Salesforce Marketing Cloud. (Certification Preferred)
• Proficiency in tools such as Confluence, Jira, Adobe Workfront, SFMC, SFDC, Treasure Data, Snowflake, PowerBI and core Microsoft Office applications.
• Strong project management skills with the ability to manage multiple priorities.
• Excellent communication and stakeholder management skills.
• Analytical mindset with strong problem-solving ability.
• Ability to analyze CRM operations performance and translate insights into actionable improvements.
• Ability to work both independently and collaboratively in a fast-paced setting.
• Commitment to staying up-to-date with the latest CRM technology and industry developments.
• Proven experience in people management, including team coordination, performance development, and fostering a collaborative work environment.
• Experience in Website and eCommerce Operations is a plus.
• Fluency in English, additional languages are a plus.

WHAT WE OFFER YOU?

• Attractive medical and dental care for you & your family and a dedicated medical facility near to our office only for PMI employees
• Life insurance
• Employee pension program
• Hybrid work (40% of office work in Kraków and 60% of home office / month) & flexible working arrangements
• Sodexo lunch card
• Cafeteria with various benefits (including Multisport card with a possibility of co-financing participation in sport competitions)
• No relocation package is available