CRC Cluster Manager

POSITION SNAPSHOT

Location: Cairo, Egypt
Company: Nestlé Egypt
Full-time 

POSITION SUMMARY

The role is responsible for leading the Customer Relationship Center (CRC) and driving its overall performance as a key consumer-facing channel. This includes ensuring exceptional sales, service, and technical support delivery in alignment with the company’s Consumer Experience strategy. The position will define and implement the market CRC strategy, fostering a strong culture of continuous improvement while ensuring efficient, agile, and customer‑centric operations both internally and with the outsourced partner.

A DAY IN THE LIFE …

• Maintain a deep understanding of customer needs and expectations, and promote a customer‑centric mindset across the organization.
• Define the CRC strategy in alignment with the global framework, market priorities, budget, and available resources, ensuring strong internal visibility and alignment.
• Lead customer service topics within CCS and ensure the right level of focus and execution.
• Translate strategic objectives into operational programs and projects for the CRC team.
• Ensure adherence to the CRC strategy by leveraging expert team members for local initiatives and participation in international projects requiring operational expertise.
• Support the Direct Manager in making optimal operational and investment decisions.
• Manage budgets in line with the Operational Plan and ensure compliance with corporate audit standards.
• Ensure an accurate Dynamic Forecast in collaboration with Finance, with proper follow‑up on budget actions.
• Conduct regular market benchmarking of customer service practices against internal Nespresso CRCs and leading external CRCs.
• Actively contribute to the Global CRC community, sharing best practices and building strong cross‑market relationships.
• Promote effective communication and alignment with all Nespresso channels (Trade, B2B, e‑Commerce, Boutiques, Marketing, CRM, Supply Chain, Finance, HR) to enable a seamless customer experience and strong commercial focus.
• Ensure outsourcing partners operate in alignment with Nespresso brand guidelines, remain cost‑efficient, and comply with Nestlé regulations; identify risks and implement corrective measures when needed.
• Collaborate with Procurement on establishing and managing Service Level Agreements with third‑party providers.
• Uphold and promote the Nespresso culture across internal teams and external partners.
• Facilitate effective knowledge management to support omni‑channel customer interactions.
• Apply Nespresso HR and people management principles consistently across the team.
• Conduct performance appraisals and development plans, empowering team members to lead their own growth.
• Identify and develop talent through training, job enrichment, and networking opportunities.
• Recognize and reward collaboration and knowledge sharing to maintain team engagement.
• Participate in recruitment activities, conducting interviews and validating new hires with HR.
• Address performance or behavioral issues promptly and fairly in alignment with the Nestlé Leadership Framework.
• Ensure a strong team development and succession plan is in place.

What will make you successful…

• University degree or equivalent in Commercial or Business studies.
• Certifications in CRC Business Management and/or Customer Experience Standards.
• Minimum of 6+ years of Workforce Management experience in a medium to large, multi-site call center environment (required for senior positions).
• Experience in Customer Service and Sales within B2C and/or B2B environments (e.g., customer focus, products, services, contracts, payment terms, delivery).
• Experience in a comparable role within a customer‑focused or service‑oriented environment.
• Experience in leading, managing, and developing individuals and teams.
• Project management experience.
• Experience in implementing and/or selecting CRC tools, including telephony systems, workforce management platforms, and quality‑coaching tools.