London, United Kingdom





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions. The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke. It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future. Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives. You’ll develop your skills; collaborating across functions, markets and regions. If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place! For our Global Customer Service & Support team in the London we are therefore looking for a Manager - Forecasting and Planning. The overall purpose of this position will be to define and implement the roadmap for how we improve our forecasting and capacity planning across our Contact Centres on a global level. They will utilise their broad experience of working within a contact centre environment and leveraging various data types and data sources, working collaboratively with outsource partners and operational managers to lead a transformation that will embed best-in-class, omnichannel forecasting and capacity planning. The Forecasting and Planning Manager will lead a comprehensive remodelling of our forecasting capability. They will achieve this through effective management of existing processes and introducing their innovative ideas. The successful candidate will be able to provide strong leadership in a highly collaborative manner to inspire key partners. As an adept communicator, you will be expected to harmonise our forecast and capacity planning approaches across the Global Customer Service community by embedding best practices, garnering key variable inputs across multiple business functions and embedding consistency across all partners. You will build strong relationships into external partners and markets, establishing and leveraging a working community of resources in your area. As the manager for this capability, you will be expected to lead forecasting and capacity planning conversations across all levels of the business, demonstrating an ability to adapt/tailor your message to different audiences, translating complex realities into strong narrative and easy-to-understand insights. You will be an action oriented, self-starter. Able to quickly identify the steps needed to deliver ‘quick wins’ and embed standard methodology whilst in parallel, helping to develop the longer term, strategic roadmap required to fully deliver on the opportunity. This role requires a candidate who displays excellent business focus, customer service experience supported by a strong forecasting background. You will be a key point of contact for the Customer Service operational team centrally, and into market, demonstrating value through a robust, data first approach built on best practice and innovation. You will: • Develop & implement a comprehensive forecast approach based on the foundation of consumer base/sales/reliability supplemented with local market campaigns and plans • Input, align and execute on Customer Service activity and initiatives as part of the Global Customer Service & Support team • Provide a rolling ninety-day forecast within the agreed timeframes of each month which is broken down by FTE, channel and interval, and will be used for capacity planning. • Lead capacity planning discussions and governance, ensuring efficient capacity plans are developed and agreed to maximise the resource pool and ensure Service Levels are met • Standardise the capacity planning process to ensure conversations and terminology is aligned across all markets • For planning purposes, manage an indicative 12 calendar month FTE forecast by line of business and contact channel which is agreed with all partners • Have a key input to data and reporting to ensure visualisations are used to gain insight to forecast accuracy and to find opportunities of improvement • Present key findings and insight to internal teams and outsource partners as needed • Drive cross functional and regional engagement through discussions to forecasting and capacity planning • Manage and track the forecasting process through a monthly joint planning forum as part of the overall governance process. • Continuously iterate the forecasting and capacity planning models to account for business and operational changes We’re looking for someone with: • Proven experience within a Contact Centre environment and omni channel forecasting • Experience in using statistical and forecasting techniques • Strong analytical skills, with experience of dealing with complex data sets. • Ability to build strong relationships across functions at all levels, internally and externally. • Excellent verbal and written communication skills and influencing skills • Excellent excel skills are a must • Excellent MS Office capability • Experience with a variety of core contact centre systems • A collaborative and agile approach, with experience of working in a fast-paced environment • Ability to prioritise a large workload • Ability to manage multiple projects at any one time and deliver results to deadlines What we offer: Our success depends on the people 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! PMI is an Equal Opportunity Employer #lijobs