Customer Relationship Manager

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We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers’ own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

Position Summary

As our Customer Relationship Manager your role is to drive the execution of all Customer Care activities and to implement the defined Nespresso consumer experience strategy and campaigns in the internal and external CRC.

You will lead a department of 36 people with seven direct reports; supporting Nespresso B2B and B2C business in their daily operations while providing excellent service to our customers.

A day in the life of a Customer Relationship Manager

Drive excellent service

• Define and ensure the implementation of the CRC strategy that is in line with the consumer experience strategy, in collaboration with all channels and marketing
• Ensure that activities performed by Outsourcing partners are in line with the Nespresso brand, are (cost)efficient and compliant to Nestle rules and regulations
• Manage channel related projects and events from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools
• Work closely with the Customer Feedback Specialist and Customer Experience department to create a continous improvement cycle within the Customer journey
  

Third Party Management

• Effectively manage Third Party Providers and Service Level Agreements by monitoring interactions and comparing actual performance with pre-defined expectations, identifying potential problems, and determining appropriate actions to mitigate risks and ensure quality
• Identify improvement and innovation opportunities in the services delivered by Third Party Providers, and collaborate effectively with Third Party Providers to realize said improvement or innovation
  
  

Management Team Responsibilities

• Drive the organization’s business results by making tactical and operational decisions by building the department in a sustainable way
• Manage and monitor the budget within the sub-department
• Drive improvements and efficiencies in the organization by collaborating with other departments
  

People & Performance Management

• Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
• Build a strong team where team members collaborate effectively and understand their shared goals and purpose
• Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism
  
  

What Will Make You Successful

• Professional and intellectual capabilities at academic or higher professional education level.
• Minimum 4-5 years of professional experience in Customer Service Management, preferably in direct to consumer sales
• Fluent in English and in French and/or Dutch
• Experience in leading and managing team leaders
• Extensive experience in effective P&L management
  

Nestlé is the largest food and beverage company. We are 308,000 employees strong driven by the purpose of enhancing the quality of life and contributing to a healthier future. Our values are rooted in respect: repect for ourselves, respect for others, respect for diversity and respect for our future. With more than CHF 9#4 billion sales in 2018, we have an expansive presence with 413 factories in more than 85 countries. We believe our people are our most important asset, so we’ll offer you a dynamic inclusive international working environment with many opportunities across different businesses, functions and geopraphies, working with diverse teams and cultures. Want to learn more? Visit us at www.nestle.com.