Casablanca, Morocco





Job ID


Key things to know before you apply. - YOUR CV SHOULD BE SUBMITTED IN ENGLISH. 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. In Commercial, we have a huge part to play by shaping our customers and consumer’s experience. It’s a great opportunity – ideal for talents who are customer and consumer centric, who are passionate about pleasing them and who are quality and results-driven. There’s endless space to develop too, so you’ll be progressing your career as fast as you build our smoke-free future. We are currently looking for a Manager Customer Care to join our team. You will be in charge of leading and upskilling our customer & consumer journey across the Maghreb cluster. This role is based in Casablanca and will report to Director Commercial Operations. Your ‘responsibilities’ • Manage customer service programs and projects for Maghreb cluster • Provide additional upskilling or learning opportunities for team members • Secure optimal Customer Service Center (CSC) operations with optimum headcount and occupancy rate • Oversee the budget for the customer service department. • Ensure integrated customer care infrastructure is in place to provide omni-channel experience to consumers. • Adapt appropriate care programs from global PMI Smoke Free Products guidelines and identify deployment processes. • Handle 3rd party CSC partner management with solid contractual structure and proper performance follow-up. • Support lead management journey with outbound calls in alignment with consumer journey function. Who we’re looking for: - 5+ years’ managerial experience in Customer Service/Care function in a multi-national company. - Ability to work collaboratively with solid problem-solving skills. - Solid experience in Customer Care function implementation. - Strong understanding of customer service software. - Clear verbal and written communication skills. - Fluency in English & French both written & spoken. YOUR CV SHOULD BE SUBMITTED IN ENGLISH. 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. FIND A NEW PATH Philip Morris Maghreb S.A.R.L. offers you a fresh perspective. Here, you will never stop exploring and discovering. We take on-the-job learning to another level, giving you every opportunity to develop your career and reach your full potential. This position will advance your experience with innovative technologies, services, and processes. Backed by a competitive salary and compensation package, you will work in a professional setting with clients and team members from all over the world. Join a Global Market Leader Philip Morris International: Delivering a Smoke-Free Future Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company, its shareholders and other stakeholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, as well as smoke-free products, associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. In addition, versions of PMI's IQOS Platform 1 device and consumables have received marketing authorizations from the U.S. Food and Drug Administration (FDA) under the premarket tobacco product application (PMTA) pathway; the FDA has also authorized the marketing of a version of IQOS and its consumables as a Modified Risk Tobacco Product (MRTP), finding that an exposure modification order for these products is appropriate to promote the public health. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI's smoke-free product portfolio includes heat-not-burn products, nicotine-containing vapor products and oral nicotine products. As of September 30, 2021, PMI's smoke-free products are available for sale in 70 markets in key cities or nationwide, and PMI estimates that approximately 14.9 million adults around the world have already switched to IQOS and stopped smoking. For more information, please visit and "PMI is an Equal Opportunity Employer” #LIJobs