Manager, Third-Party Broker Operations

Philip Morris International•Tampa, FL

10h

About The Position

Be a part of a revolutionary change! At Philip Morris International (PMI), we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, if 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. Our success depends on people who are committed to our purpose and have an appetite for progress. This position sits with our Swedish Match affiliate. The role of Manager, Third-Party Broker Operations will lead and manage third-party broker partnerships responsible for full retail visits focused on execution, ensuring brand standards, compliance, and commercial objectives are met. Manage outsourced call center operations focused on sales to ensure a seamless, omni-channel customer experience.

Requirements

Bachelor’s degree in Business, Marketing, or related field required.
8+ years in retail operations, broker management, or call center leadership required.
Proven experience in vendor management and contract negotiation required.
Background in consumer goods or retail merchandising required.
Strong analytical skills with ability to interpret performance data.
Excellent communication and leadership skills.
Experience managing large-scale third-party broker networks across multiple regions.
Familiarity with retail execution technology platforms (e.g., CRM, route optimization tools).
Exposure to omni-channel customer engagement strategies.
Ability to travel up to 30–40% of the time for broker audits, retail visits, and vendor meetings.
Legally authorized to work in the U.S.

Nice To Haves

MBA preferred.

Responsibilities

Strategic Oversight: Develop and implement strategies for broker network to ensure full retail coverage and execution excellence.
Retail Visit Planning: Define visit frequency, coverage models, and route optimization for brokers to maximize store-level impact.
Execution Standards: Ensure brokers deliver on merchandising, planogram compliance, promotional execution (POS and Pricing), and shelf availability.
Performance Monitoring: Track broker KPIs such as visit completion, execution of visibility/in stock and price accuracy, compliance scoring, and business performance of these outlets.
Training & Enablement: Work with cross-functional stakeholders to ensure clarity of programs and expectations for these channels. Design and deliver training programs for broker teams on product knowledge, retail standards, and customer engagement.
Audit & Quality Control: Conduct periodic audits of broker activities and retail execution to maintain brand integrity.
Budget & Contract Management: Collaborate closely with Procurement to design and manage broker contracts, negotiate favorable terms, and lead the RFP process to ensure partnership with the most qualified and cost-effective brokers.
Manage outsourced call center operations for inbound/outbound support, ensuring alignment with retail execution objectives. Implement performance metrics and escalation protocols for customer service excellence.
Partner with Commercial teams to align broker activities with promotional calendars and inventory planning.
Partner with Procurement for contract management.