Cape Town, South Africa





Job ID


At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on and building our future on one clear purpose – to deliver a smoke-free future. 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. Introducing smoke-free products shifts the focus of our entire business. We’re fast-paced from a B2B to a B2C model – and our newly created Customer-Centric Organisation (CCO) team is driving that commercial transformation. Their role is to understand customer conversion journeys in different international markets, then to find the best ways to connect with smokers and convince them to switch to reduced-risk products. We’re looking for customer-centric people with strong B2C experience to play a part in this major marketing transformation. If you have omnichannel skills in e-commerce, marketing, channel strategy, customer experience or digital strategy, it’s a career-changing opportunity to shape a new global function and help create a smoke-free future. Part of the Commercial Operations Leadership Team, the manager of Customer Service Centre leads all remote human-interface service channels (inbound and outbound) and is accountable for delivering the best-in-class consumer experience within the channel and for achieving channel P&L, commercial performance, and NPS, deploying commercial programs, projects, and initiatives Your ‘day to day’ - Deploy commercial programs, projects and initiatives across customer service channels (in-house and outsourced) ensuring effective execution of the Consumer and Customer Journeys to enable seamless omnichannel consumer and customer experiences and achieve Brand, Customer and Consumer Experience (NPS) and commercial targets - End-to-end accountable for the Customer Service Centers operations across employees, contractors and commercial partners (including suppliers management, health and safety compliance, etc.) for inbound and outbound activities - Participate in commercial programs, projects, and initiatives from idea generation to go-to-market (GTM), as defined by the market commercial governance, providing deep channel expertise - Provide channel-specific consumer insights demonstrating outcomes of huddles and NPS inner loop practices, to support Consumer Experience in identifying and addressing experience gaps and opportunities - Provide on-brand service experiences while adhering to Brand, Marketing, and Consumer Experience guidelines B2C and B2B - Implement global processes and knowledge management for customer service in accordance with local consumer needs and service models - Continuously optimize channel productivity and operational effectiveness - Provide input to the Head of Commercial Operations on the optimal in-house/outsourced mix, external partners selection and contracting and channel development, with the analytical support of Commercial Planning - Drive the digitalization of the channel through the adoption of CRM & customer service platforms (e.g., Service Cloud) new features/releases and define requirements for future improvement (Commercial Planning to own the roadmap across all channels) - Drive complementary e-order support strategy to ensure orders are placed in a timely manner, implement and drive telesales execution (where applicable) - Operationalize pre-determined business builder call mission support in order to drive efficiencies - Ensure a high quality, engaged, and skilled front line (directly or indirectly employed) applying all people management levers (communication, recognition, reward, training, performance management, etc.) - Participate in the Commercial Operations leadership team governance and provide deep channel expertise Who we’re looking for? - Bachelor’s Degree in Marketing or related field required - Minimum 8 years of proven working experience specifically in Customer Service Centre management & Commercial management - Demonstrated experience developing and/or handling multi-touch / omnichannel / online-to-offline campaigns - Work experience in a consumer-facing organization, preferably FMCG or another global brand is essential - Experience building and leading a team to support a capability or practice - Experience marketing restricted products a definite plus - Solid experience in collecting and acting upon consumer feedback within own channel: - Reporting including Consumer Feedback Collection & Consolidation - Consumer Experience Management - Solid experience in handling relationships with Third Party Partner Management Other critical proficiencies: - Strong Business & Financial Competence - Able to convert consumer knowledge, Insights & Analytics into action - Project Management - Customer Care Operations - CRM Operations manager - Passionate Consumer Experience Management - Self-driven, with the ability to take the lead and handle multiple challenges and shifting priorities PMI is the world’s leading international tobacco company, with six of the world's top 15 international brands and products sold in more than 180 markets. In addition to the manufacture and sale of cigarettes, including Marlboro, the number one global cigarette brand, and other tobacco products, PMI is engaged in the development and commercialization of Reduced-Risk Products (“RRPs”). RRPs is the term PMI uses to refer to products with the potential to reduce individual risk and population harm in comparison to smoking cigarettes. Through multidisciplinary capabilities in product development, state-of-the-art facilities, and industry-leading scientific substantiation, PMI aims to provide an RRP portfolio that meets a broad spectrum of adult smoker preferences and meticulous regulatory requirements. PMI is an Equal Opportunity Employer. For more information, see and A South African citizenship is required for this position - Relocation assistance offered for this role