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Job Description

Strategy & Footprint Manager

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 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 dream up and deliver, better, brighter solutions and the space to move your career forward in endlessly different directions. IQOS Stores & Care have a direct impact on our new mission: converting smokers to our ground-breaking, smoke-free IQOS products. They’re at the forefront of our total transformation as we roll out new stores and new products. It’s an energized, exciting, engaging experience. Here, you can set the rules. You can shape the customer journey, from acquisition and conversion through to loyalty. And you can watch your efforts succeed. You’ll develop your skills collaborating across regions and functions. If you want to make a life-changing impact on customers, there’s nowhere better to develop your career. For our Global Customer Service Center (CSC) Channel – Service and Experience team in Lausanne, Switzerland, we are therefore looking for a Manager Strategy and Footprint. In this position you will define channel strategy for CSC; support markets and other OC functions in the definition of the mid/long term plan for CSC requirements and related costs; define specific footprint plan per vendor and site, identifying requirements to activate new sites / vendors; own the global view on channel cost and identify gaps to targets and improvement opportunities and engage relevant stakeholders to define and execute action plans. You will: • Coordinate long term (OB/LRP) capacity planning process to translate market service needs into required footprint and capacity and expected costs • Plan the mid to long term CSC footprint in terms of global vendors and sites to fulfill capacity, manageability and supplier diversification requirements • Continuously Scout the global BPO/CSC vendors industry in order to identify opportunities to expand our vendor portfolio in collaboration with the rest of the team • Continuously monitor service KPIs and channels mix (e.g. Voice, email, digital) and cost per customer interaction in order to ensure adherence to budgeted costs and planned service strategy; highlight deviations and opportunities and identify corresponding actions • Simulate scenarios for different CSC footprint, business and service models to support strategy definition • Identify major capabilities enhancements required to continuously improve operational and cost KPIs We’re looking for someone with: • Strategy and Planning experience, ideally in the customer operations industry or in companies using in-house agents or external vendors; operations planning in other industries also a fit if coupled with strong analytics, problem solving and strategic thinking; management consulting also a fit if with relevant client exposure to the scope above • Strategy and Planning experience, ideally in the customer operations industry or in companies using in-house agents or external vendors; operations planning in other industries also a fit if coupled with strong analytics, problem solving and strategic thinking; management consulting also a fit if with relevant client exposure to the scope above • Experience in building a partner framework that will drive channel operational improvements in terms of quality, effort, cost, responsiveness, profitability and predictability • Familiar with “best in class” partner experience that will achieve satisfaction, incremental revenue and growth along with a high level of communication and collaboration between PMI and the partners at all levels. • High comfort level on Omnichannel Customer interactions offered through complex infrastructure (inbound, outbound, voice, email, chat, BOTs etc) • Strong analytical skills in order to define, manage and report CS performance metrics. 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 improve the lives of a billion smokers. Philip Morris International: Delivering a Smoke-Free Future Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company and its shareholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, smoke-free products and associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI’s smoke-free IQOS product portfolio includes heat-not-burn and nicotine-containing vapor products. As of June 30, 2019, PMI estimates that approximately 8.0 million adult smokers around the world have already stopped smoking and switched to PMI’s heat-not-burn product, available for sale in 48 markets in key cities or nationwide under the IQOS brand. For more information, please visit www.pmi.com and www.pmiscience.com.
  • Contract
    Full-Time
  • Location
    Lausanne, Switzerland
  • Department
    Marketing
  • Remaining Openings
    1
  • Job ID
    22231
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