One clear purpose – to deliver a smoke-free future.
Times are changing at PMI. We've chosen to do something big.
The world expects us to act responsibly, and we are responding by transforming our business and building a smoke-free future. This transformation is creating exciting opportunities for talented people who want to make an impact, grow quickly, and contribute to a purpose-driven business.
Wherever you join us, you'll enjoy the freedom to deliver better, brighter solutions and the opportunity to develop your career in endlessly different directions.
Purpose of the Role
As a Manager Customer Care, you will play a key role in shaping the experience of our adult consumers across inbound and outbound Consumer Care channels.
This position is ideal for an ambitious professional with a solid foundation in customer-facing operations and an interest in consumer behavior, commercial performance, and customer experience. We are particularly interested in candidates who have started their careers within Sales, Marketing, Customer Experience, or Consumer Operations environments and are looking for their next leadership challenge.
You will be responsible for ensuring an outstanding consumer experience while supporting business objectives such as retention, acquisition, advocacy, and consumer insight generation. Working closely with multiple internal stakeholders and external partners, you will help transform consumer feedback into meaningful business actions and contribute to the continuous evolution of our consumer journey.
Key Responsibilities
You will:
- Lead the day-to-day management of our outsourced Consumer Care operation, ensuring service quality, efficiency, and operational excellence.
- Drive a best-in-class consumer experience while contributing to business priorities including retention, acquisition, loyalty, and feedback collection.
- Manage relationships with external service providers, ensuring strong governance, performance monitoring, and continuous improvement.
- Define, monitor, and optimize KPIs aligned with consumer experience and business objectives.
- Collaborate closely with Commercial, Sales, Marketing, Digital, Brand Engagement, Business Intelligence, Research, and IT teams to deliver a seamless consumer journey.
- Identify consumer trends and opportunities through data analysis and turn insights into actionable recommendations.
- Support the implementation of new initiatives, processes, and consumer experience enhancements.
- Lead, coach, and develop a high-performing team culture focused on accountability, engagement, and continuous learning.
What We're Looking For
Required Skills & Experience
- Initial leadership experience or demonstrated experience coordinating teams, projects, vendors, or external partners.
- Experience in Customer Care, Customer Experience, Consumer Operations, Sales Support, Commercial Operations, Marketing Operations, or similar consumer-facing functions.
- Strong analytical skills with the ability to use data to drive decisions and improvements.
- Excellent stakeholder management and collaboration skills.
- Strong communication, organization, and project management capabilities.
- High level of ownership, curiosity, and learning agility.
- Ability to work effectively in a fast-changing and cross-functional environment.
Preferred Qualifications
- Previous experience or exposure to Sales and/or Marketing environments.
- Experience working with consumer-facing KPIs and performance metrics.
- Exposure to customer journey optimization or consumer experience initiatives.
- Experience managing external partners or outsourced service providers.
- Experience working in international or matrix organizations.
- Understanding of omnichannel consumer engagement models.
- Experience with premium brands, retail, FMCG, telecommunications, hospitality, or other consumer-centric industries.
Ideal Candidate Profile
- We are looking for a high-potential professional with approximately 4-8 years of total professional experience who is ready to take on a broader leadership role.
- The ideal candidate combines strong consumer orientation, commercial mindset, analytical thinking, and a passion for delivering outstanding customer experiences.
- Candidates coming from Sales, Marketing, Customer Experience, Commercial Operations, Contact Center Operations, or similar backgrounds are encouraged to apply.
Language Requirements
- Fluency in Spanish and English is mandatory.
What We Offer
Our success depends on people who come to work every day with purpose and a drive for progress. At PMI, you will:
- Help shape the future of a global business undergoing one of the most significant transformations in its industry.
- Accelerate your development through challenging projects, diverse experiences, and exposure to senior stakeholders.
- Be part of an inclusive and collaborative culture where every contribution matters.
- Work with talented colleagues from different functions, markets, and backgrounds.
- Enjoy the freedom to innovate, experiment, and drive meaningful change.
- Build a rewarding international career with extensive learning and development opportunities.
- Take pride in contributing to our mission of delivering a smoke-free future.
