Sr. Service Delivery Specialist
2 days ago
Madrid
ppTimes are changing at PMI. We’ve chosen to do something big. The world expects us to act responsibly. And we are doing just that by transforming our business by building a smoke‑free future. /p h3Purpose of the Job /h3 pAs part of the Operations Customer Service team, you will manage the bmulti‑category Distribution /b process for the Spanish omnichannel environment, covering electronics, accessories, vapes, nicotine pouches, and other nicotine products, while supervising the bDRP (Distribution Requirements Planning) /b process to ensure robust replenishment planning. Your mission is to ensure the right products are allocated to the correct channel/location, in the right quantity, to meet anticipated demand. This requires strong commercial interlocks to anticipate campaign needs, align operational decisions with business priorities, and secure execution across channels. /p pYou will also oversee reverse logistics, returning goods to the central warehouse and coordinating recycling or refurbishment, while driving sustainability initiatives, cost‑to‑serve optimization, and local Spain and regional Iberia projects. The role will use data analytics and AI‑driven decision‑making to convert operational data into actionable insights, improve scenario assessment, identify risks and opportunities, prioritize actions, and quantify the impact of process improvements. It will also have a strong focus on automation, AI‑enabled ways of working, process improvements, and workload reduction across the supply chain. /p h3Key Responsibilities /h3 ul libDistribution Replenishment: /b Lead in‑market inventory distribution for electronics, accessories, and nicotine products across all channels (direct retail, indirect retail, field force, e‑commerce, events). Build strong commercial interlocks with sales, trade marketing, and omnichannel teams to anticipate programs and campaigns. Rebalance inventory and safety stocks. Maximize service level while balancing cost‑to‑serve and cash flow. Ensure efficient New Product Launch (NPL) and Phase‑In Phase‑Out (PIPO) processes. Monitor reseller orders to maintain stock balance and support commercial initiatives. /li libReverse Logistics: /b Manage returns from all channels to the central warehouse, coordinating with commercial teams and LSPs. Organise final reverse logistics for recycling/destruction and liaise with government authorities and partners. /li libSustainability: /b Implement and monitor sustainable practices in distribution and reverse logistics processes. Ensure compliance with environmental regulations and partner with recycling and refurbishment vendors to minimise waste. Drive initiatives to reduce carbon footprint and optimise packaging and transportation efficiency. /li libCost‑to‑Serve Optimization: /b Identify and execute cost‑to‑serve improvement opportunities across distribution, replenishment, and reverse logistics. Monitor KPIs such as Service Level, Inventory Cost, Cost‑to‑Serve, and LOGD (loss on good distraction), performing root‑cause analysis and implementing corrective actions. Support continuous improvement projects aimed at reducing operational costs, improving efficiency, and lowering workload through smarter processes. /li libAutomation, AI Continuous Improvement: /b Design and improve processes for distribution, inventory management, replenishment, returns, reverse logistics, and DRP governance. Leverage automation, AI, and data‑driven solutions to simplify ways of working, support AI‑driven decision‑making, reduce transactional workload, and scale best practices across Spain and Iberia. /li libLocal Regional Projects: /b Support and coordinate local Spain projects and regional Iberia initiatives where Service Delivery is involved, ensuring clear governance, execution discipline, stakeholder alignment, and effective commercial interlocks. Contribute to project deployment, impact assessment, hyper‑care, and continuous improvement follow‑up to secure sustainable business results. /li libReporting Analytics: /b Use PMI systems and analytical outputs to supervise the DRP process, plan inventory, identify deviations, and improve visibility at point‑of‑sale level. Develop dashboards, reporting foundations, predictive insights, and AI‑supported recommendations that enable faster decisions, root‑cause analysis, service improvement, cost‑to‑serve reduction, and workload prioritisation. /li libSwap Lending Operations Support: /b Provide ad‑hoc support for swap and lending logistics activities. /li libInventory Control Reliability: /b Ensure compliance with IC/SoX guidelines for PMI‑owned channels. Lead audits and stock counts for central warehouse and retail stores. /li /ul h3Required Skills /h3 ul liBachelor’s degree in business administration, Supply Chain Management, Engineering, or a related field. /li liMinimum 5 years in supply chain (distribution planning, logistics, demand planning, SOP/IBP, PIPO, order management). /li liStrong project management experience in multinational or complex environments. /li liExcellent English communication skills. /li liAdvanced Microsoft Office skills; solid knowledge of SAP and SAP APO. /li liTechnology, AI, and data analytics mindset; ability to connect system interlinks, data flows, operational KPIs, and business priorities to generate actionable insights, AI‑supported recommendations, and measurable impact. /li liExperience using data analytics, automation, and AI‑enabled tools to identify trends, anticipate risks, simulate scenarios, support decision‑making, quantify opportunities, reduce workload, and improve operational performance. /li /ul h3What We Offer /h3 ul liSeize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. /li liBe 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. /li liPursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. /li liTake pride in delivering our promise to society: to deliver a smoke‑free future. /li /ul /p #J-18808-Ljbffr