Roma, Italy





Job ID


Product Care Channels Support Executive (Aftersales) Be part of a revolutionary change! At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. 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. Join us in the Product Care Team (Aftersales) and you will coordinate the implementation of product care/replacement related strategy and standards in Italy; you will analyze business processes, identify needs and solutions to meet the goal of the stakeholders involved. Moreover, you will provide guidance to field for the implementation of replacement-related processes in line with Sales Operation Procedures (SOP) and you will take care of monitoring on implementation of reverse flow for electronics devices Specific responsibilities include: • Being the point of contact for any business requests raised by the field stakeholders and by retailers concerning after-sales business processes, providing support to retailers on after-sales business applications, both for diagnostics and reverse flow management. Coordination with external provider for any discrepancies to be solved. • Responsible for all communications concerning After Sales topic (info on stock, new processes, new releases), with the aim to keep all channels aligned. • Management of not integrated processes related to after sales, in order to fully cover all cases. Collaboration with teams of Direct and Indirect retail to provide support for any process to be implemented out of standard cases. • Maintenance on after-sales applications released in physical touchpoints and for final users, including management on User Acceptance Test to be performed in case of new release and users creation phase. Identification of issues, implementation of resolutions and proper communication with internal and external stakeholders. • Regularly monitor of the retailers’ and users’ applications service to avoid replacement in Italy, engaging in deep-level analysis with the case breakdowns and sharing monthly reports, highlighting if there are any interventions needed. Who we are looking for: • University degree preferably in Business Administration, Management, Economics, Marketing, Communication or related field • At least two years’ experience in Field sales departments, After sales or Training (a background in Fast Moving Consumer Goods companies will be considered a strong plus). • Proficiency with Office Suite, in particularly with Excel. • Fluency in Italian and English • Strong analytical attitude and skills. • Strong communication skills What’s ‘nice to have’ • Good presentation skills • Problem solving ability • Attitude to deal with ambiguity • You are a team player, have positive attitude and willingness to share competencies • Agility to work in complex and fluid environment with tight deadlines • Entrepreneurship, positive attitude, attention to details 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. N of vacancies: 1 Work location: Rome We offer a contract commensurate with effective experience Philip Morris Italia is one of the two Italian affiliates of Philip Morris International, a leading company in the tobacco and nicotine market. With almost 1000 employees, it is engaged in the development and commercialization of smoke-free products in Italy.