Senior Manager Customer Sucess Key Accounts

Be part of a revolutionary change.

At PMI, we are transforming our business and building a future built on smoke-free products. This transformation creates significant opportunity – wherever you join us, you’ll have the freedom to innovate, deliver meaningful impact, and grow your career in exciting and diverse directions.

Location & Eligibility

You must have the right to work in the UK and be willing to work from our Hammersmith office a minimum of three days per week.

Role Purpose

As Senior Manager Customer Sucess Key Accounts, you will lead the development and execution of category strategy for our key grocery retail partners. You will build and embed a best-in-class Category Management capability within PML, shaping a long-term category vision that drives sustainable growth, optimises range and space, and elevates in-store execution.

Leading a team of Category Insights Managers, you will champion shopper, market, and performance insights to influence internal stakeholders and retail partners, positioning PMI as a trusted category growth partner.

Key Responsibilities

Strategic Leadership

• Develop and deliver category strategies that support commercial plans and execution excellence.
• Lead annual and quarterly planning cycles, embedding category insights into key business decisions.
• Champion category-first thinking and position PMI as a leader in category growth and innovation.
• Translate customer category strategies into integrated PMI category plans that deliver mutual value.

Stakeholder & Customer Engagement

• Act as the category lead for all major grocery retail partners, building trusted relationships and driving joint business planning.
• Lead range reviews, space optimisation projects, and category-led initiatives with key accounts.
• Build strong relationships with key retail partners, acting as the category lead in joint business planning.
• Collaborate with internal teams (Sales, Trade Marketing, Insights) to ensure alignment on category priorities.
• Support range reviews, NPD planning, and in-store execution through clear, data-led rationale.

Insight & Analysis

• Analyse market, shopper, and consumer data using advanced tools (e.g. Nielsen, Kantar, and Circana).
• Convert insights into actionable recommendations across range, space, pricing, and promotions.
• Monitor category, market, and shopper trends to identify growth opportunities and capability gaps.

Team Management

• Coach and develop two Category Insights Managers, fostering a high-performance culture focused on capability, consistency, and engagement.
• Promote cross-functional collaboration across Sales, Trade Marketing, and Insights.

Execution Excellence

• Own end-to-end delivery of category projects, including planograms, fixture design, and post-implementation review.
• Manage external agencies and suppliers to ensure best-in-class execution and continuous improvement.
• Ensure all category activity aligns with legal, regulatory, commercial, and brand requirements.

Key Requirements

• Minimum of 8 years’ experience in FMCG Category Management.
• Proven experience partnering with grocery retailers on category strategy and range reviews.
• Strong analytical capability with expertise in Nielsen, Kantar, Circana, and Excel.
• Demonstrated people leadership experience and ability to influence senior stakeholders.
• Commercially astute, customer-focused, with strong storytelling and communication skills.
• Bachelor’s degree in Business, Marketing, or a related discipline (or equivalent experience).

What we offer

We are a Global organisation that supports our colleagues around the world. We pride ourselves in providing security in an ever-changing world.

PMI offers outstanding performers the opportunity to develop themselves, and grow their careers within the business, both locally and worldwide. Working with us offers a demanding, fast paced career, and we want to reward that.

From our competitive salary, flexible working options, enhanced parental leave policy, medical cover, life assurance and season ticket loans, we have you covered. Our comprehensive flexible benefits pot allows you to further tailor your benefits to suit you.

Our commitment to inclusion

At PMI, we prioritize the well-being and sense of belonging of our workforce. We actively promote diversity and inclusion through our employee resource groups (ERGs), which address various aspects such as age, disability, LGBTQ+, race and ethnicity, and parenthood. These ERGs serve as inclusive networks within our organization, and we strongly encourage all employees to engage with them. Furthermore, we take great pride in being the first global company to attain the Equal Salary Certification, highlighting our commitment to equality.

We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme.

At PMI, we are committed to creating an inclusive and diverse workforce. We evaluate candidates based on merit and business requirements, without regard to sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood, and disability. We value equivalent experience and qualifications, so if you have the skills and expertise needed, we encourage you to submit your application. If you need any reasonable accommodations during the recruitment process, please inform us.