Manager Customer Care Quality

Philip Morris International; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading tobacco company in London seeks a Manager Customer Care Quality to enhance quality processes and drive continuous improvement initiatives. The ideal candidate has a Master's degree and strong experience in Quality Management and Customer Care. This role offers a chance to impact quality outcomes significantly while developing professional skills in a supportive environment.

Benefits

Empowerment to define your future

Inclusive and diverse culture

Opportunities for skill development

Qualifications

• 7+ years in regulated environments; 4+ years in Customer Care or Services.
• Strong background in Quality Management, Operations, or Product Development.
• Proficient in English; other languages are a plus.

Responsibilities

• Lead the implementation and improvement of quality processes.
• Drive quality continuous improvement initiatives.
• Define and monitor KPIs and ensure high-quality outcomes.

Skills

Quality Management

Operations

Product Development

Communication

Partner Engagement

Coaching

Agile Methodology

Education

Master's degree in Science, Engineering, Electronics or related field

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

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 smoke-free products with the power to deliver a smoke-free future. We're also exploring new categories, looking beyond nicotine to develop a new portfolio of innovative 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.

It's so rare in R&D that everything aligns to create the ideal conditions for outstanding work. Right now, at PMI, that's exactly what's happening. R&D is the driving force for our bold new vision: to replace cigarettes with a revolutionary portfolio of alternative products.

Join us and you'll have the resources, support and technology you need to break new ground and see ideas come to life. You'll be surrounded by some of the brightest scientists in their fields, with fast access to subject experts and commercial decision-makers.

If you're creative, courageous and ready to take risks, you can make a huge impact and propel your career in an endless number of directions. Ultimately, by delivering our smoke-free and beyond nicotine future, your work could change the lives of millions.

To know more about us and why we are a great place to work, check out the following link: https://www.pmi.com/careers/areas-of-work/product.

Your day to day

As a Manager Customer Care Quality, you will lead the implementation and improvement of quality processes to strengthen consumer services operations. You'll drive quality continuous improvement initiatives, build quality assurance capabilities, and ensure alignment with evolving business needs across internal and external partners.

More specifically, you'll

• Act as the main quality authority, fostering shared accountability for quality objectives and facilitating collaboration across teams.
• Translate business needs into effective quality processes and requirements.
• Identify risks and improvement opportunities, and develop mitigation plans.
• Partner with external and internal partners to harmonize quality processes and ensure procedures are developed and maintained to meet compliance and ensure consistent high-quality outcomes.
• Drive continuous improvement through data analysis and a quality-first mindset.
• Define and monitor KPIs, ensuring actions are taken to sustain or improve performance.
• Provide regular updates on risks and resolutions to management.
• Guide Product Related Special Situations (PRSS) management in the specific area and coordinate with SMEs.

Who we're looking for

• Master's degree in Science, Engineering, Electronics, or related field.
• 7+ years in regulated environments; 4+ years in Customer Care or Services.
• Strong background in Quality Management, Operations, or Product Development.
• Excellent communication, partner engagement, and coaching skills.
• Consistent record in leading multi-functional teams and strategic projects.
• Agile, meticulous, and decisive under pressure.
• Proficient in English; other languages are a plus.

What we offer

Our success depends on the people of all genders 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: a smoke-free future.

PMI is an Equal Opportunity Employer