Nicosia, Cyprus





Job ID


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 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. The smoke-free revolution means we’re rebuilding everything from the ground up. You’ll feel like you’re working in a start-up here – with the freedom to shape and define the future of digital, but with the support and scope of a vast global business. It’s challenging, fast-paced and highly collaborative – if you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career. Our PMI affiliate in Cyprus is growing and it’s a fascinating time to join our talented team and make an impact in establishing a new business. Reporting to the Manager Commercial Operations, you will play a pivotal role in the development and deployment of the overall Product Care strategy & Remote Operations channel (Inbound and Outbound teams) to provide seamless consumer experience and ensure LAU retention. Having a customer centric mindset, you will develop and upgrade care services, experiences and channels to ensure high quality omnichannel consumer experience, loyalty and engagement. Bring us your curiosity, strategic thinking and capacity to engage people and you can be part of the team that’s driving our huge commercial transformation. Your ‘day to day’ • Develop in-depth understanding of market consumer journey, pain points and care universe to design and implement high quality services, with focus on developing and continuously improve the digital footprint of care services • Create and maintain a pool of communication tools and internal engagement initiatives to nurture corporate care culture • Monitor and highlight operational opportunities for service innovation (e.g. new channels/Automation) by analyzing data, processes and frontliners’ interactions with the end consumer, actively feeding the feedback loop and aiming to provide optimal services • Develop and manage all Outbound campaigns and initiatives along the entire consumer journey (onboarding, lead management, retention campaigns). Design and Implement performance and continuous improvement plans to achieve operational optimization, with particular focus in the synergies between channels • Establish and maintain strong partnership with 3rd party service provider to achieve all crucial KPI's in acquisition & retention phase and provide support/ guidance to the 3rd party Remote force to ensure all activities are performed with excellence • Lead, motivate & effectively coach your team (direct & indirect) to achieve the desired outcomes and fulfil their potential • Closely monitor Remote Operations and Product Care KPIs to achieve high quality performance, recognize efficiencies, new opportunities and propose improvements • Responsible for the effective management of resources, in terms of both FTEs and budget, in order to ensure on time delivery of impactful activities, initiatives and projects within the remote channels for CY market Who we’re looking for • 3+ years of Consumer Engagement & Programs/ Customer Care experience • Experience in Remote Channel customer experience management within a large organization • University degree in Business Administration, Economics or Marketing • Ability to influence different stakeholders, across hierarchy levels • Analytical & strategic thinker, with a customer centric mindset • Excellent Project Management & Communication skills • Highly motivated & eager learner; staying up to date with current trends and best methodologies • Ability to interpret data, draw meaningful insights and take actions • Fluent in both English and Greek (written and oral) • Military Obligations fulfilled (for male candidates) What we offer A competitive remuneration and benefits package will be offered to the successful candidate, including, but no limited to: • 13 Payroll Instalments • Life Insurance • Pension Plan • Employee Psychological/Well-being support • Free Parking Slot Join us and be part of an inclusive, diverse culture, where everyone’s contribution is respected. Pursue your ambitions and develop your skills with a global business, providing endless opportunities to progress. Take pride in delivering our promise to society: to deliver a smoke-free future.