Loading...
Share this Job
Apply now »

Global CRC Project Manager

Global CRC Project Manager

Lausanne, CH

Lausanne, CH

Position Snapshot

 

Location: Lausanne, Switzerland

Company: Nespresso HQ

Undefined period of time contract

Full-time, Act. Rate 100%

Up to 30% travel required

Position Summary

 

Nestlé Nespresso has been 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 to the end-consumer through its diverse sales channels (Retail, e-Commerce, CRC).

 

As the Global CRC Project Manager, you will continuously stream, renovate and innovate the long distance journey of the contact centers and improve operational excellence toward sustainable business performance.

A day in the life of a Global CRC Project Manager

 

Be an active Ambassador of Nespresso CRCs (Customer Relationship Centers) within and outside the company

Contribute to build the CRC global and local strategy by anticipating Nespresso and CRC evolution, update dynamically the guidance in terms of Customer Experience and Internal Efficiency

Drive innovation and compliance by leading projects related to the CRCs activities, defining the Customer Experiences and associated services in the CRC

Support CRC Managers to design their organization and operational set-ups to support their market's roadmap and secure operations in the geographical zone of responsibility

Assess regularly CRC activities in market's zone, monitor and report global and key relevant performance to ensure efficiency and quality in delivering customer satisfaction

Monitor and share external relevant practice in the cross channels journey and long distance Customer Relationship related to competition or best in class company

What will make you successful

 

Several years of experience in at least two of the following areas in Contact Center environment: 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

The Nestlé Group is the world’s largest food and beverage company with 91.4 billion Swiss Francs in sales in 2018. It is present in 190 countries around the world, has 413 factories and its 308,000 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 favorites. 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 on www.nestle.com.

Position Snapshot

 

Location: Lausanne, Switzerland

Company: Nespresso HQ

Undefined period of time contract

Full-time, Act. Rate 100%

Up to 30% travel required

Position Summary

 

Nestlé Nespresso has been 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 to the end-consumer through its diverse sales channels (Retail, e-Commerce, CRC).

 

As the Global CRC Project Manager, you will continuously stream, renovate and innovate the long distance journey of the contact centers and improve operational excellence toward sustainable business performance.

A day in the life of a Global CRC Project Manager

 

Be an active Ambassador of Nespresso CRCs (Customer Relationship Centers) within and outside the company

Contribute to build the CRC global and local strategy by anticipating Nespresso and CRC evolution, update dynamically the guidance in terms of Customer Experience and Internal Efficiency

Drive innovation and compliance by leading projects related to the CRCs activities, defining the Customer Experiences and associated services in the CRC

Support CRC Managers to design their organization and operational set-ups to support their market's roadmap and secure operations in the geographical zone of responsibility

Assess regularly CRC activities in market's zone, monitor and report global and key relevant performance to ensure efficiency and quality in delivering customer satisfaction

Monitor and share external relevant practice in the cross channels journey and long distance Customer Relationship related to competition or best in class company

What will make you successful

 

Several years of experience in at least two of the following areas in Contact Center environment: 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

The Nestlé Group is the world’s largest food and beverage company with 91.4 billion Swiss Francs in sales in 2018. It is present in 190 countries around the world, has 413 factories and its 308,000 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 favorites. 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 on www.nestle.com.

Apply now »