We are seeking a highly motivated and experienced Customer Service Manager to join our Nespresso team. The main purpose of this role is to drive excellent service, sales and technical support for the consumers via the execution of all Customer Care activities in line with the Consumer Experience strategy. Thie person will define and implement the Market Customer Relationship Center (CRC) strategy, developing a strong continuous improvement spirit, ensuring efficient, agile and customer-oriented operations. 

A day in the life of a Customer Service Manager:

• Develop and maintain an in-depth understanding of our customers’ specific needs and expectations, fostering a customer-centric culture within the organization.

• Define and implement the CRC strategy, ensuring alignment with the Global Nespresso CRC strategy, market objectives, budgetary constraints, and available resources.

• Translate strategic objectives into actionable programs and projects for the entire department.

• Manage departmental budgets effectively, ensuring accurate dynamic forecasting and timely follow-up on budgetary actions in collaboration with the Finance team.

• Conduct regular market benchmarking on customer service practices, comparing performance with both Nespresso CRCs and leading external CRCs to identify best practices.

• Facilitate and promote effective communication and alignment across all Nespresso channels (Trade, B2B, e-Commerce, Boutiques, Marketing, CRM, Supply Chain, Finance, HR) to ensure a consistent customer experience while optimizing sales focus and enhancing employee satisfaction.

• Champion and drive the Nespresso culture both internally and externally, promoting our values and mission throughout the organization.

• Lead the team and ensure the team members collaborate effectively and understand their shared goals, purpose and contribution to the organization.

What will make you successful:  

• 5+ years of experience in Customer Service, in various roles (minimum 3 years in direct customer relations)
• Strong experience as a team manager
• Solid knowledge of the distribution channel / customers
• Experience in project management and effective business planning skills
• Negotiation skills necessary to influence customers at all levels within the organization
• Previous experience in supplier management, including for outsourcing customer service activities
• English - advanced
• Bachelor's degree. 

What we offer:  

• A culture that fosters inclusion, diversity and innovation
• International work environment with opportunities for growth and development.
• Hybrid and flexible work-from-home approach.
• Attractive package
• Lunch tickets 
• Annual Performance Bonus
• Christmas and Easter Bonus
• Medical subscription for our employees and their spouse and children
• Modern office
• Coffee and fruits
• Bookster subscription
• Pets@work program
• Nespresso coffee machine
• Monthly allowance of Nespresso capsules.