Customer Service Centre - Insights & Strategy Manager

‘Be a part of revolutionary change’ At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. 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! In this exciting opportunity, you will be supporting the Head of Customer Service Centre (CSC) in defining the CSC strategy roadmap, business development strategy, end to end consumer journey analysis and providing strategic initiatives to the business. This scope of this role will be to cover the UK market!To be successful in your application, you will be required to have the right to work in the UK. Your day to dayBusiness development strategy•In collaboration with the Head of CSC, you’ll be responsible for designing the business development roadmap for the CSC team.•By leveraging on business intelligence, internal and external data analysis, you will drive initiatives to drive value and improvements for consumer needs.•A part of this role will be to establish key metrics and related tracking tools to monitor results. With this you’ll identify strategic risks and opportunities and define related plans to manage them effectively.Business Insights •You’ll be leading complex analysis and generate insights to report back to senior management. •You’ll be accountable for the alignment on strategic and value adding initiatives by leading cross functional data and info flows. Consumer Journey •You’ll lead end to end consumer journeys performance reviews from data/KPIs analysis to recommendations through cross-functional working groups (Data, CX, Digital, CSC teams).•You’ll review consumer paint points and feedbacks to drive journey and consumer experience improvements and you will own and chair the Consumer Journey Insights Session.OGSM (Objectives, Goals, Strategies and Measures)•In collaboration with the Head of CSC, you’ll define the annual OGSM for the CSC team. •With this, you’ll be coordinating the alignment of shared targets across the relevant functions (CSC, CX, Data, CRM) and obtain sign off from respective Heads of. •You’ll take the lead on designing and delivering an optimal OGSM tracking methodology to ensure continuous monitoring of the progresses of execution versus strategy at CSC level.Communication and Influencing stakeholders•You’ll be closely partnering with cross-functional internal stakeholders (Affiliate & Global teams) and external vendors to develop collaborative working relationships.•By collaborating with functional leaders, you’ll secure sponsorship and resource allocation for initiatives to be deployed.About you•You will have proven work experience in strategy and operational roles, preferably with exposure to Management / Senior Management.•We are looking for someone who has strong experience with strategy definition, financial and strategic planning, and end-to-end consumer journey. You’ll have deep knowledge and understanding of Operational processes and standards.•To be successful in this role, you can think strategically, have strong organizational and planning skills.•You can build strong relationships and influence senior stakeholders and work cross-functionally.•You have the ability to work with ambiguity and have strong analytical skillsWhat we offerWe are a Global organisation that supports our colleagues around the world. We pride ourselves in providing security in an ever-changing world.PMI offers outstanding performers the opportunity to develop themselves, and grow their careers within the business, both locally and worldwide. Working with us offers a demanding, fast paced career, and we want to reward that.From our competitive salary, flexible working options, enhanced parental leave policy, medical cover, life assurance and season ticket loans, we have you covered. Our comprehensive flexible benefits pot allows you to further tailor your benefits to suit you.Our commitment to inclusionPMI is on a continuous journey to ensure that all of our people feel welcome, valued, and that they belong. We have a growing list of employee resource groups that cover age, disability, LGBTQ+, race and ethnicity, and parents. Our ERGs are inclusive, open internal networks that we encourage all of our employees to join. We’re also extremely proud to be the first global company to be awarded Equal Salary Certification.We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme.PMI is an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.