Position Title:  Sr. Service Delivery Specialist

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. 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.

Introducing smoke-free products shifts the focus of our entire business. We’re fast moving from a B2B to a B2C model – and our newly created Customer Centric Organization (CCO) team is driving that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products.

Purpose of the job:

As part of the Operations Customer Service team, you will manage the multi-category Distribution process for the Spanish omnichannel environment, covering electronics, accessories, vapes, nicotine pouches, and other nicotine products, while supervising the DRP (Distribution Requirements Planning) process to ensure robust replenishment planning.

Your mission is to ensure the right products are allocated to the correct channel/location, in the right quantity, to meet anticipated demand.

This requires strong commercial interlocks to anticipate campaign needs, align operational decisions with business priorities, and secure execution across channels.

You will also oversee reverse logistics, returning goods to the central warehouse and coordinating recycling or refurbishment, while driving sustainability initiatives, cost-to-serve optimization, and local Spain and regional Iberia projects.

The role will use data analytics and AI-driven decision-making to convert operational data into actionable insights, improve scenario assessment, identify risks and opportunities, prioritize actions, and quantify the impact of process improvements. It will also have a strong focus on automation, AI-enabled ways of working, process improvements, and workload reduction across the supply chain.

Key Responsibilities:

• Distribution & Replenishment

Lead in-market inventory distribution for electronics, accessories, and nicotine products across all channels (direct retail, indirect retail, field force, e-commerce, events).

Build strong commercial interlocks with sales, trade marketing, and omnichannel teams to anticipate programs and campaigns. Rebalance inventory and safety stocks.

Maximize service level while balancing cost-to-serve and cash flow.

Ensure efficient New Product Launch (NPL) and Phase-In Phase-Out (PIPO) processes.

Monitor reseller orders to maintain stock balance and support commercial initiatives.

• Reverse Logistics

Manage returns from all channels to the central warehouse, coordinating with commercial teams and LSPs (Logistic Service Providers). Organize final reverse logistics leg for recycling/destruction and liaise with government authorities and partners.

• Sustainability

Implement and monitor sustainable practices in distribution and reverse logistics processes. Ensure compliance with environmental regulations and partner with recycling and refurbishment vendors to minimize waste. Drive initiatives to reduce carbon footprint and optimize packaging and transportation efficiency.

• Cost-to-Serve Optimization

Identify and execute cost-to-serve improvement opportunities across distribution, replenishment, and reverse logistics.

Monitor KPIs such as Service Level, Inventory Cost, Cost-to-Serve, and LOGD (loss on good distraction), performing root-cause analysis and implementing corrective actions.

Support continuous improvement projects aimed at reducing operational costs, improving efficiency, and lowering workload through smarter processes.

• Automation, AI & Continuous Improvement

Design and improve processes for distribution, inventory management, replenishment, returns, reverse logistics, and DRP (Distribution Requirements Planning) governance.Leverage automation, AI, and data-driven solutions to simplify ways of working, support AI-driven decision-making, reduce transactional workload, and scale best practices across Spain and Iberia.

• Local & Regional Projects

Support and coordinate local Spain projects and regional Iberia initiatives where Service Delivery is involved, ensuring clear governance, execution discipline, stakeholder alignment, and effective commercial interlocks. Contribute to project deployment, impact assessment, hypercare, and continuous improvement follow-up to secure sustainable business results.

• Reporting & Analytics

Use PMI systems and analytical outputs to supervise the DRP process, plan inventory, identify deviations, and improve visibility at point-of-sale level.

Develop dashboards, reporting foundations, predictive insights, and AI-supported recommendations that enable faster decisions, root-cause analysis, service improvement, cost-to-serve reduction, and workload prioritization.

• Swap & Lending Operations Support

Provide ad-hoc support for swap and lending logistics activities.

• Inventory Control & Reliability

Ensure compliance with IC/SoX guidelines for PMI-owned channels. Lead audits and stock counts for central warehouse and retail stores.

Required Skills:

• Bachelor’s degree in business administration, Supply Chain Management, Engineering, or a related field.
• Minimum 5 years in supply chain (distribution planning, logistics, demand planning, S&OP/IBP, PIPO, order management).
• Strong project management experience in multinational or complex environments.
• Excellent English communication skills.
• Advanced Microsoft Office skills; solid knowledge of SAP and SAP APO.
• Technology, AI, and data analytics mindset; ability to connect system interlinks, data flows, operational KPIs, and business priorities to generate actionable insights, AI-supported recommendations, and measurable impact.
• Experience using data analytics, automation, and AI-enabled tools to identify trends, anticipate risks, simulate scenarios, support decision-making, quantify opportunities, reduce workload, and improve operational performance

What we offer

Our success depends on the men and women who come to work 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.

If you have taken part in a selection process for this role in the past, please ensure that a minimum of 6 months have passed since your last application in order to take full advantage of your learnings from the previous process. Before completion of the 6-month interval, you are not eligible to participate again.

If you have been in your current role at Philip Morris for less than 12 months, you will only be eligible upon your supervisor’s approval.

If you are currently on a performance improvement plan, please be aware that you are not eligible to apply for this role until you have successfully completed the program.

 To find out more about eligibility to apply for internal jobs, please refer to the Open Sourcing Employee Guidebook on the Internal Careers Portal.

 Please note that only on-line applications will be taken into consideration.

Relocation support/visa sponsorship is not provided. Please note that you must have the legal right to work in Spain to be considered for this role.