Global B2B CRC Project Manager “Market-leading services and headline-making projects” Nestlé Nespresso, Lausanne, Switzerland Undefined period of time, 100% As Global B2B Customer Relationship Center (CRC) Project Manager, you will drive the global long distance channel strategy and support the CRCs across markets in the following mission: continuously exceeding customer's expectations by offering state of the art and personalized care to win preference and loyalty of our club members. Nestlé Nespresso is one of the most successful operating unit of the Nestlé Group, the world's leading food, beverage, nutrition and Wellness Company. It has pioneered the portioned coffee market to provide premium coffees and related products/services, both in-home and out-of-home. While benefiting from Nestlé's expertise, Nestlé Nespresso is a strategic business unit in its own right, with its unique business model, having the end-to-end responsibility from coffee sourcing to marketing, delivering premium coffee products and services directly to the end-consumer through its diverse sales channels (boutiques, e-Commerce, call centers). Key responsibilities
Be an active Ambassador of Nespresso CRC within and outside the company
Contribute to build the CRC global and local strategy by anticipating Nespresso and CRC evolution
Drive innovation and compliance by leading projects related to the CRCs B2B activities
Support CRC Managers to design their B2B organization and operational set-ups to support their market's roadmap and secure operations in the geographical zone of responsibility
Assess regularly CRC B2B activities by monitoring and reporting global and key relevant performance
Coach CRC Managers in overall change management (recruitment, performance review and competence management)
Monitor and share external relevant practice in the cross channels journey and long distance Customer Relationship
Education and experience
Several years of experience in at least two of the following areas in Contact Center environment: B2B and B2c, Digital and Voice touchpoints, Product or services, Sales & Care, Lean Management, Cross functional experience
Proven ability to manage and develop individuals and teams effectively
Project management experience to implementation of major project/s or change management programs
Proven ability to manage and influence key stakeholders internal/external
Experience in implementation and/or selection of CRC tools
Experience in most recent multichannel/CRC technologies
Fluent in English - French is a plus - Any other languages are an asset
Show us that you have an entrepreneurial spirit and a proactive approach. You are a service-oriented person and you are eager to work with customers. You also have the ability to work under pressure with a positive attitude. You are flexible and ready to travel approximately 30% of your time. If you think your passion about coffee expertise will contribute to our business, apply in English atwww.nestle.com/jobs . The Nestlé Group is the world’s largest food and beverage company with 89.8 billion Swiss Francs in sales in 2017. It is present in 189 countries around the world, has 413 factories and its 323,000 employees are committed to Nestlé’s purpose of enhancing quality of life and contributing to a healthier future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their lives. Its more than 2000 brands range from global icons like Nescafé or Nespresso to local favourites. Company performance is driven by its Nutrition, Health and Wellness strategy. Nestlé is based in the Swiss town of Vevey where it was founded more than 150 years ago. Learn more about our Group and reasons to join us onwww.nestle.com/.
