Product Care Executive

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Employer: Philip Morris Romania
  • Telecommunication
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 24.07.2021
    Short company description

    Welcome to Philip Morris International’s (PMI) affiliates in Romania, Philip Morris Romania SRL and Philip Morris Trading SRL.

    Philip Morris Trading SRL, based in Bucharest, is responsible for the sale and merchandizing of PMI brands throughout the country. We have a dynamic brand portfolio that includes top international brands such as IQOS, Marlboro, Chesterfield, L&M and Virginia Slims. Philip Morris Trading SRL was established in 1997 and today employs more than 250 people in its head office and regional sales offices.

    Philip Morris Romania SRL is our manufacturing factory based in Otopeni and employs more than 700 people. The factory has recently received a 490 million euro investment in becoming a new tobacco products – HEETS for the IQOS tobacco heating system. The factory serves the international demand of countries as Japan, but also EU countries where IQOS is sold.

    We are also strongly committed to making a difference in the communities where our employees live and work. We support nonprofit organizations in the fields of education, culture, domestic violence prevention, and the fight against hunger and extreme poverty.


    - Customer focus and understanding;
    - Quick grasp of issues and Problem solving skills;
    - Proven record of driving simplified, effective solutions – Lean or similar expertise;
    - Good commercial acumen with ability to build rapport with internal and external business partners;
    - Integrity and trust;
    - Involvement and proactivity
    - Good commercial acumen with ability to build rapport with internal and external business partners;
    - Advanced ability to write and edit content for consumer interactions & excellent proofreading skills;
    - Involvement, proactivity and continuous improvement mentality;
    - Fluent in English and Romanian, both oral and written;
    - Very good knowledge of Microsoft Office (Excel, Word, PPT);
    - Good analytical skills, ability to turn numbers into actionable insights;
    - Nice to have: good understanding of financial figures and process.



    (1 year temporary contract with Randstad for Philip Morris)

    Are you inquisitive and self-driven? Will you make a difference to our Company and colleagues around you? If yes, then we’d like to hear from you! We are looking for passionate individuals who yearn for challenges and international work environments.


    - Contribute to Product Care projects development and deployment, based on a deep understanding of the target audience, targeted channels and programs with the main purpose to enhance customers’ experience: replacement strategy, consumer & 3rd party education, product (device and Heets) issues & solutions etc;
    - Implement the development of distinctive loyalty and retention programs/projects that ensure high customer satisfaction as well as minimize losses (money back/replacements);
    - Suggest and inform the Customer Care team on any aspects relating to improving customer satisfaction through enhanced all Customer Care processes;
    - Instant follow-up on critical Product Care complaints which require special handling in due time;
    - Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders;
    - Ensure all Customer Care and Product Care activities are in line with deployment plans, using the resource in the most efficient way;
    - Deployment of the global Standard Operation Procedures considering market specifics;
    - Ensure compliance with PMI principles and practices and local legislation in all business related activities;
    - Verify and monitor the existing stocks in the main channels and analyzes the necessity to refill the partners stocks;
    - Provides inputs to strategic decision on the monthly replacement forecasts and budget creation;
    - Responsible for the financial process (creating monthly Pos, month/year closing, etc)
    - Ensure flawless implementation and consistent follow-up of any newly identified replacement channels, with a continuous improvement mentality and with the main objective of making memorable the consumer experience;
    - Assist 3rd party service suppliers in case they need additional support so to ensure that they deliver expected business results;
    - Draw up monthly reports and activities necessary in order to reconcile costs with suppliers;
    - Transform data into insights analyzing Product Care data and propose and implement the needed actions;