Position Title:  Manager Customer Care ES & CI

One clear purpose – to deliver a smoke-free future.

Times are changing at PMI. We’ve chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business by building a smoke-free future. With huge change comes huge opportunity. Wherever you join us, you’ll enjoy the freedom to deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

Purpose of the role
As a Manager Customer Care, you will own and lead Consumer Care B2C inbound and outbound channels, ensuring a best-in-class consumer experience while delivering key business and financial results.

You will play a critical role in driving consumer retention, managing new prospects, and transforming consumer feedback into actionable insights that shape business decisions.

Key responsibilities

You will:

• Lead a large-scale third-party contact center operation (around 100 agents and 20 support staff), ensuring smooth and efficient daily operations
• Drive outstanding consumer experience while supporting business priorities such as retention, acquisition, and feedback collection
• Manage vendor relationships end-to-end, including budget ownership (~€5M), forecasting, contracts, and performance governance
• Define and monitor KPIs and incentive schemes aligned with company priorities
• Collaborate cross-functionally with teams including Commercial Operations, Digital, Brand Engagement, BI, Research, IT, and others to deliver a seamless consumer journey
• Ensure strong alignment with regional and global stakeholders
• Lead, develop, and inspire a high-performing Customer Care team, fostering a culture of engagement, accountability, and continuous improvement
• Use data and analytics to identify trends, generate insights, and drive consumer-centric, data-driven decisions

Required skills

• Proven experience managing contact center or customer care operations (vendor management experience is a strong advantage)
• Strong leadership skills with experience building and developing high-performing teams
• Solid track record of working with KPIs, performance management, and escalation handling
• Strong stakeholder management and cross-functional collaboration capabilities
• Excellent communication and project management skills
• Strong analytical mindset with the ability to translate data into actionable insights
• High level of autonomy, ownership, and accountability

Preferred qualifications

• Experience in consumer-centric environments and customer experience optimization
• Exposure to premium brands or services
• Experience working in international or matrix organizations
• Strong understanding of omnichannel customer operations

Language requirements

• Fluency in Spanish and English is mandatory

What we offer

Our success depends on people who come to work every day with purpose and a drive for progress. At PMI, you will:

• Seize the freedom to define your future and ours. We empower you to take risks, experiment, and explore
• Be part of an inclusive and diverse culture where every contribution is valued
• Collaborate with talented professionals from around the world and feel like you belong
• Grow your career in a global organization with unlimited development opportunities
• Take pride in contributing to our mission of delivering a smoke-free future