Position Title: Manager Brand Retail Operations
RIGA, LATVIA, LV, 1013
Be a part of a revolutionary change
At PMI, we’ve chosen to do something incredible. We’re totally redefining our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide.
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.
Your “day to day”
Join our Direct Retail team as a Manager Brand Retail Operations. Lead a team of direct retail personnel and work with third-party service providers. Ensure PMI's owned direct retail channel meets PMI Customer Experience (CX) standards. You will help drive continuous improvement, raise service quality, and promote a customer-focused culture across our retail network in the Baltics.
You will:
• Regularly supervise channel performance against plans, assess the efficiency of the business model, identify improvement areas and implement development plans that ensure cost efficiencies, speed and service excellence.
• Deliver commercial briefs and trainings for retail personnel, and drive customer engagement mechanics that create personalized, delightful in-store experiences.
• Assess effectiveness of marketing initiatives through store traffic and customer feedback - turning insights into actions with relevant teams.
• Maintain relationships with Service Providers, lead tenders and ensure compliance with PMI Policies and Procedures.
• Lead, staff and develop a motivated, high-performing retail team - setting clear objectives, driving feedback culture and ensuring long-term sustainability through training and coaching.
• Define and handle channel operational budgets for Direct Retail based on strategic objectives, volume trends and expansion plans; lead cost-saving projects in close collaboration with Finance and Procurement.
We expect that you:
• Have a university degree in Business Management, Marketing, HR or a related field.
• Have proven experience in implementing and developing customer service standards and a solid knowledge of retail processes and operations in the retail industry, preferably within FMCG or a related field.
• Have demonstrated experience in managing both internal and external stakeholders, including service providers, contractors and consultants.
• Bring strong people leadership skills - with the ability to build, develop and inspire high-performing teams, set clear objectives and drive a culture of feedback and consumer centricity.
• Have a customer-first mindset with the ability to translate customer insights into concrete actions and improvements.
• Bring a data-driven mindset with strong analytical skills and the ability to assess channel performance and build actionable improvement plans.
• Bring strategic thinking combined with hands-on execution ability and drive for results.
• Are proficient in English and Latvian languages (work location: Riga, Latvia).
What we offer?
Our success depends on everyone who comes 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 improve the lives of a billion smokers.
What else can we offer?
• Comprehensive private medical insurance - covering outpatient and inpatient care, rehabilitation, vaccinations, dental services, and more.
• Flexibility of hybrid-work model-work remotely up to 3 days a week while staying connected with your team in the office at least 2 days. In addition - a possibility to work from abroad for up to 20 working days per year.
• Support to set up your home office - get essential IT equipment and a personal allowance of up to €300 gross to create a comfortable, productive workspace.
• Fully covered Life & Personal Accident insurance
• Yearly vacation allowance of €800 gross paid ahead of the summer season.
• Additional Employer contribution to III Pillar Pension Fund.
• Yearly allowance of €400 gross to invest in your well-being. Use this allowance for sports activities and gear, health and wellness services, and personal development courses.
• Employee Assistance Program - a confidential support service for you and your family members of legal, financial and psychological counselling 24/7.
• Extra Support for Life’s Big Moments: allowances and additional paid vacation days for causes/events: marriage, childbirth, death of a family member, child disability, 1st September for children starting primary school.
• Unlimited access to digital learning platforms such as Rosetta Stone platform (dedicated to learning various languages), Udemy (global digital learning library) and more.
• Parent Support: Parent Employee Resource Group with helpful webinars on parenting topics; extra pay to help while you are on parental leave; to ease your return from maternity leave, enjoy part-time hours with full pay during your first month back.
• Eyesight Support - annual allowance of €120 gross to help cover the cost of glasses or contact lenses if your eyesight changes.
• Monetary and appreciation awards available through multiple employee recognition programs.
• Various Employee engagement events throughout the year.
To join our thriving team, apply until 24 of July, submitting your application and CV in English.
All applications will be treated confidentially and screened in an on-going basis. Interviews are planned to take place at the beginning of August.
Salary range for this role is 4500 EUR gross to 5500 EUR gross. The final offer will depend on the experience and competencies of the selected candidate.
