Position Title:  Manager B2C

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. 

We’re looking for a Manager B2C to lead the operational performance of Direct Channels (Brand Retail and IQOS Experts), ensuring consistent, high‑quality execution across all experiential retail formats and regions. This role sits at the heart of our B2C ecosystem, driving execution excellence, strengthening standards in the field, and enabling scalable growth. 

The Manager B2C will take end‑to‑end ownership of operations, supervising Regional B2C Leads and external partners to deliver seamless execution across markets. You will monitor and optimize performance, elevate operational standards, and ensure alignment across regions while building a disciplined, high‑impact retail engine that supports our growth ambitions. 

Beyond day‑to‑day operations, you will contribute to the evolution of our Direct Channels strategy, working cross‑functionally and supporting the Manager Direct Channels to shape future channel development and long‑term performance. 

We offer full-time employment with a contract for an indefinite period of time. Location of work is Zagreb with the possibility of hybrid work.   

 Your ‘day to day’: 

Lead B2C Field Operations & Execution Excellence 

• Day‑to‑day leadership to B2C Leads to ensure consistent, high‑quality execution across all B2C touchpoints (i.e. Brand Retail and IQOS Experts). 

• Oversee operational deployment of all B2C initiatives, experiential setups, product launches, campaigns, and retail activations. 

• Ensure adherence to brand standards, Brand Retail guidelines, and execution SOPs across all regions. 

Manage Third‑Party Partners & support daily collaboration 

• Act as the operational contact for Orbico and other third‑party partners. 

• Ensure clear expectations, strong discipline, and accountability in execution performance. 

• Drive structured collaboration, follow‑up, and capability building with partner teams. 

Drive Performance Monitoring & Improvement 

• Track and evaluate B2C KPIs, sales performance, activity effectiveness, and execution quality metrics. 

• Identify operational gaps or inefficiencies and implement corrective actions. 

• Ensure rigorous reporting, root‑cause analysis, and continuous performance optimization. 

Optimize Processes & Strengthen Cross‑Functional Alignment 

• Navigate operational processes and strenghten alignment across B2C and Marketing, CX, B2B. 

• Improve workflows and operational readiness to enable faster, more consistent deployment. 

• Support B2C Leads in adopting new frameworks, tools, and ways of working. 

Ensure Regional Consistency & Standardization 

• Maintain consistent execution standards across Brand Retail formats & forces. 

• Monitor field execution across all regions and ensure deployment quality is uniform and compliant. 

• Support B2C Leads in strengthening regional structures and consumer activation models. 

Capability Building & Team Development 

• Coach, guide, and develop B2C team to enhance field performance and operational maturity. 

• Support capability building for B2C force and third‑party partners through on‑the‑job coaching and performance feedback. 

• Promote a culture of accountability, continuous improvement, and operational excellence. 

Who we’re looking for 

• 3+ years of relevant experience in retail customer experience, sales or marketing, ideally within consumer and retail industries. 

• Strong understanding of B2C retail operations, standards, and experiential formats. 

• University degree in marketing, economics, business administration or another relevant field. 

• Proficient in spoken and written English and Croatian. 

• Proven leadership experience in building, leading, and developing field teams to drive consistent execution. 

• Must possess a valid driver’s license. 

• Understanding of B2C retail operations, standards, and experiential formats.  

• Analytical mindset with ability to track KPIs, diagnose gaps, and improve performance.  

• Skilled in optimizing workflows and simplifying complex operational processes.  

• Excellent cross‑functional collaboration skills and strong partner management.  

• Clear, structured communication and strong reporting discipline.  

• High adaptability, resilience, and ability to manage fast‑changing priorities.  

• Proactive problem‑solving and strong decision‑making accountability. 

What we offer   

• We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace.    

• 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 millions of smokers. 

PMI is an Equal Opportunity Employer.