Aspropyrgos, Greece





Job ID


Manager Planning & Reporting Remote Operations- Temporary position 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 potential 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. ‘Consumer Life Sciences’ is a completely new part of our business, built to pioneer new products as we strive to build our smoke-free future. We’re PMI’s connection with customers, turning our understanding of different markets and customer motivations into effective marketing and commercial strategy. We’re driving forward our revolution. We have the resources and the people power to succeed. Our culture is creative, collaborative, flexible and dynamic, with a refreshing lack of hierarchy. If you’re adaptable and comfortable with ambiguity, you’ll find so much freedom here to shape your future and endless opportunities to develop. Your ‘day to day’ • To drive the creation of a holistic Operational reporting landscape for all remote interactions in the different stages of the consumer journey, enabling insights and efficiencies from PMI and partners. • Lead a best practice capacity forecasting and planning across all supported markets, ensuring that volumes and activities within the remote consumer journey are allocated between remote channels in a way to reach agreed commercial and operational targets. • Continuously manage cost per contact and budgeted resources utilization, activate counter measures and action plans in case of deviation • Review current capacity planning methodology for global partner to ensure that all inputs for shrinkage (holiday, sickness) are aligned and identify any opportunities to improve productivity/reduce resources. • Full alignment with the vendors for delivery of all reporting requirements in accordance with the designed landscape, whenever the operation is dependent of vendor’s systems, with the right accuracy and within agreed timelines. • Manage the business analysts’ team within vendor(s), with detailed priority management of all reporting requirements, either standard or ad-hoc, in alignment with business needs. • Close collaboration with other Planning & Reporting stakeholders to achieve standardization and “one source of truth”, enabling scalability and a common “look & feel” for senior management, regardless of vendor or market. • Be accurate and detailed highlighting all reporting needs to the right stakeholders, in course of integration of new/enhanced systems, safeguarding constant visibility to operations management in PMI and/or vendor. • Provide expertise and liase with Global Teams to ensure design for execution with programs, processes and infrastructure capabilities development • 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. Who we’re looking for Academic Background: University Degree in Mathematics, Engineering or Business degree Relative Experience: At least 3 years of experience in: Managing remote operations, either inhouse or outsourced Contact Center Management, with specific focus on inbound, digital and outbound multi channel delivery Commercial Intelligence background Skills: • Consumer & service mindset: Knowledge and understanding of consumer experience, customer journey and service values; • Ability to work in a fast-paced environment with strong problem solving, learning and decision- making skills, with a track record of successful results delivery; • Project Management, Execution & Effectiveness; • Analytical skills with proven experience; • Fluency in English and Greek 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. Join our growing team!