Melbourne, Australia





Job ID


Head of Customer Service – Australia and New Zealand 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 to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Wherever you join our crucial 47,000-strong Operations 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, and in our supply chain planning. 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. You’ll be solving supply chain problems that span the whole world: a smoke-free world. Your ‘day to day’ • OPERATIONS ACTIVITIES: ? Act as Operations single point of contact for markets, ensuring all Operations organisation is aligned and mobilised to address markets’ needs • S&OP CYCLE: ? Together with Commercial, Finance and SC Regional functions, you will lead the S&OP/IBP processes execution for all product categories/markets and own the KPI performance management ? Collect market intelligence for input into the demand planning process to deliver the best forecasts ? Ensuring effective coordination of product changes and NPLs with internal and external stakeholders to ensure smooth project execution and minimum related LOGD's • LOGISTICS & DISTRIBUTION: ? Act as one stop shop for all Distribution related topics and design by building, maintaining or evolving the local 360 Distribution strategy to improve the end to end supply chain and eventually serve the best of our LAS/LAU consumers. ? Be responsible for designing and delivering all flows (forward and reverse) for all product categories as well as all geographies under your responsibility. ? Manage Distribution Costs and Cash conversion cycle and manage relationships with existing and future Logistic Service Providers and contractual terms ? Ensure distribution delivery is executed optimally and with higher quality, in a timely manner • ORGANISATION DEVELOPMENT: ? Lead, develop and engage a high performing team in delivering impact and value to the business ? Reinforce and adapt a process-oriented structure with a continuous optimisation of utilisation of manpower and equipment. Who we’re looking for ? 15+ years of experience with extensive experience in supply chain management. ? Proven experience in delivering optimal Operations, mainly in supply chain, with experience for the internal and external customers and consumers ? Deep commercial understanding of our market and the commercial strategy and execution plans ? In depth understanding of regulatory and fiscal environments and its impact on the OPS ? Excellent understanding of supply chain functional elements like IBP Process and Governance, Net Demand Forecast and Service, Cost and Capital Management ? Exceptional sense of end-to-end problem ownership with a strong drive for timely and collaborative problem resolution ? Proven experience working effectively at senior management level and be the driving force in a collaborative way to drive a world class IBP process 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. #LIjobs