Position Title:  Manager Care & Customer Service Center

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.

Wherever you join our team, you’ll have the opportunity to make an impact. PMI’s shift from selling cigarettes to our new smoke-free products has changed the way we work. New products bring new challenges – in the way we source and buy raw materials, in the way we engineer and manufacture.

Bring us your curiosity and a desire to challenge the everyday and we’ll give you lots of responsibility. You’ll help us improve, inject innovation and create new ways of working.

Your ‘day to day’

• Develop in-depth understanding of market consumer journey, pain points and care universe to design and implement high quality services. Adapt and manage global & local customer care programs and developments to support RRP conversion and minimize negative sentiment with focus on developing and continuously improve the digital footprint of care services
• Create and maintain a pool of communication tools and internal engagement initiatives to nurture corporate care culture
• Monitor and highlight operational opportunities for service innovation (e.g. new channels/Automation) by analyzing data, processes and 3rd party Remote force’ s interactions with the end consumer, actively feeding the feedback loop and aiming to provide optimal services.
• Develop and manage all Inbound and Outbound campaigns and initiatives along the entire consumer journey (onboarding, lead management, retention campaigns). Design and Implement performance and continuous improvement plans to achieve operational optimization, with particular focus in the synergies between channels
• Establish and maintain strong partnership with 3rd party service provider to achieve all crucial KPI's in acquisition & retention phase and provide support / guidance to the 3rd party Remote force so that they perform all requested activities with excellence
• Closely monitor Customer Service Centre operations and Product Care KPIs (e.g. replacements ratio, cost reduction, awareness, digital contribution) to achieve high quality performance, recognize efficiencies and new opportunities and propose improvements
• Responsible for the budget management to be in line with the business objectives and strategies, deploy people and financial resources ensuring the maximum return on budgets investment. Plan and require the resources in terms of budget and FTE's. Manage the resources efficiently to deliver the prioritized and impactful activities, initiatives and projects within the remote channels for the markets under scope 
• Lead and manage all important capability development initiatives across B2C frontliners by demonstrating analytical and planning skills for identifying capability gaps and developing relevant content. Responsible to design and execute the commercial capability agenda considering the CX requirements via training execution and audience engagement aiming to upskill/ train frontliners based on needs.

Who we’re looking for

• Minimum 3 years of previous working experience in Customer Service/ Care experience. Additional working experience in Consumer Engagement & Programs could be an asset
• Experience on Remote Channel customer experience management inside of a large organization
• Excellent interpersonal and communication skills, able to work alongside peers, colleagues, and senior management
• High motivation and high learning agility
• Strong knowledge of all office software
• Fluency in both English and Greek (verbal & written)

What we offer

• Our success depends on the people 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