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Customer Care & Service Manager

Customer Care & Service Manager

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 Snapshot

This is a full-time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to use during the recruitment process to understand what this could look like for you.

Position Summary

We are currently recruiting for a talented individual to join our Nespresso team based in Hong Kong. This is an exciting role that will see you to build strategies and alignments among operation functions that enable the improvement of the omnichannel consumer experience. The incumbent will drive excellence and to support Nespresso's business results by ensuring quality and compliance in products, supply chain and customer care.

A day in the life of...

Reporting to Business Executive Officer of Hong Kong & Macau, and be part of local management team, you will oversee the 3 operation pillars including supply chain, customer care and technical so to ensure product and service quality are always achieving excellence by establishing a continuous feedback loop. You’ll work in partnership with commercial teams, ensuring the end-to-end product and service chain operate in a compliance and sustainable manner. You will also:

  • Align with HQ stakeholders and other markets' counterparts on strategy, priorities and best practices relating to the functions
  • Translate the global strategy to local market needs and define initiatives to achieve business results
  • Drive efficiency programs and ways of working in a LEAN and NCE way, creating an efficiency mindset within the organization
  • Ensure high performance of 3rd parties within delivery service, warehousing and customer care
  • Build a strong team where team members would be able to collaborate effectively and understand their shared goals and purpose

This is a rewarding role, which will give you experience and exposure across multiple functions. You will need to influence effectively to help drive change and establish new and exciting ways of working using data.

What will make you successful

To be successful in this role you will already have a great track record in Logistics, Customer Care and Quality spectrum with a strategic mindset. You should have more than 10 years’ experience in similar capacity preferably in a high-end luxury brand or FMCG industry. Experience in Warehousing, Delivery Services, Procurement, QSHE as well as 3rd Party Management is an advantage.  You’ll love working in an agile environment, being able to articulate your idea and navigate both yourself and stakeholders to positive solutions. You’ll also:

  • Have the ability to influence and network at senior levels both internally and externally
  • Have great presentation skills being able to tell a story and take people on the journey with you
  • Be able to explain technical information in an easy to understand way, engaging people to deliver great things
  • Enjoy working across a wide range of teams (operations and commercial)

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 91.4 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.

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 Snapshot

This is a full-time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to use during the recruitment process to understand what this could look like for you.

Position Summary

We are currently recruiting for a talented individual to join our Nespresso team based in Hong Kong. This is an exciting role that will see you to build strategies and alignments among operation functions that enable the improvement of the omnichannel consumer experience. The incumbent will drive excellence and to support Nespresso's business results by ensuring quality and compliance in products, supply chain and customer care.

A day in the life of...

Reporting to Business Executive Officer of Hong Kong & Macau, and be part of local management team, you will oversee the 3 operation pillars including supply chain, customer care and technical so to ensure product and service quality are always achieving excellence by establishing a continuous feedback loop. You’ll work in partnership with commercial teams, ensuring the end-to-end product and service chain operate in a compliance and sustainable manner. You will also:

  • Align with HQ stakeholders and other markets' counterparts on strategy, priorities and best practices relating to the functions
  • Translate the global strategy to local market needs and define initiatives to achieve business results
  • Drive efficiency programs and ways of working in a LEAN and NCE way, creating an efficiency mindset within the organization
  • Ensure high performance of 3rd parties within delivery service, warehousing and customer care
  • Build a strong team where team members would be able to collaborate effectively and understand their shared goals and purpose

This is a rewarding role, which will give you experience and exposure across multiple functions. You will need to influence effectively to help drive change and establish new and exciting ways of working using data.

What will make you successful

To be successful in this role you will already have a great track record in Logistics, Customer Care and Quality spectrum with a strategic mindset. You should have more than 10 years’ experience in similar capacity preferably in a high-end luxury brand or FMCG industry. Experience in Warehousing, Delivery Services, Procurement, QSHE as well as 3rd Party Management is an advantage.  You’ll love working in an agile environment, being able to articulate your idea and navigate both yourself and stakeholders to positive solutions. You’ll also:

  • Have the ability to influence and network at senior levels both internally and externally
  • Have great presentation skills being able to tell a story and take people on the journey with you
  • Be able to explain technical information in an easy to understand way, engaging people to deliver great things
  • Enjoy working across a wide range of teams (operations and commercial)

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 91.4 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.

Hong Kong(Kowloon), HK

Hong Kong(Kowloon), HK

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