Position Snapshot

Location: Linda-a-Velha (Portugal) 

Company: Nestlé Business Services 

Full-time/Hybrid mode 

Fluent in English

About Us 

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world. 

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment. 

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position. 

Position Summary 

For our Nestlé Business Services, we are currently looking for a CRC Cluster Manager. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for leading a team of CRC Team Leaders (B2C/B2B) to deliver on business targets and constantly improve both performance and Customer Experience.

A Day in the Life of...

CUSTOMER EXPERIENCE
- Has a deep knowledge of Nespresso customers and understanding of their specific needs and expectations.
- Fosters a customer centric spirit in the team through targeted coaching and guidance.

SALES
-    Provides support to B2C and/or B2B by ensuring the CRC Specialists works towards achieving set capsule and machine targets and that the focus remains on reducing capsule erosion and attrition rates within the defined customer segments 

COFFEE EXPERTISE & EXPERIENCE
- Always keeps gaining and applying knowledge on Nespresso products, services and Sustainability commitments.
- Understands what makes the Nespresso brand purpose and customer experience distinctive.
- Inspires stakeholders with authenticity as well as expertise in coffee and sustainability, uses an adequate vocabulary and releases the level of information tailored to the situation.
- Conducts spontaneous conversations in a storytelling way, asking questions, is genuinely interested in putting coffee at the center of interest also with the team.

OPERATIONS EXCELLENCE
- Aligns with the CRC Operation Manager on strategy and action plans, ensuring together with CRC Support Functions (Workforce, Quality, Training & Outsourcing Management) a constant focus on performance and quality.
- Promotes and builds adherence to the CRC strategy, translating objectives and operational plans into practical projects and actions for the Team Leaders. 
- Works cross functionally (ecommerce, Finance, Marketing, Sales within markets of responsibility) to understand B2C and/or B2B strategic needs and bring them to life in the CRC to ensure the service experience is a competitive advantage
- Defines the unit's organization, budget and resource requirements, sets clear targets and objectives.
- Monitors and analyzes performance, costs and quality; benchmarks both at team and unit level and fosters best practice exchanges.
- Provides Team Leaders with the tools and approach to build a business case, assesses their improvement initiatives, guides them on how to calculate the ROI generated by the implementation of their initiatives.
- In line with CRC management, IBS support functions & markets, identifies and initiates projects, contributes or takes the lead on initiatives where operational expertise is required, ensures technical feasibility, engages the relevant stakeholders in the CRC, in the Market, In IBS and/or at Nespresso HQ.
- Supports the operational implementation of projects in the Cluster and in the CRC by identifying risks and opportunities as well as CRC needs.
- Measures projects performance, tracks implementation and performs risk management to ensure successful projects deployment.

TEAM MANAGEMENT 
- Participates to recruitment, induction, onboarding and/or training of Team Leaders & Coffee Specialist inside the cluster.
- Adheres to the People Performance and Talent Cycle, performs appraisals and development plans as per the PDP, empowers Team Leaders to lead their own career development, builds robust Succession Plans. Addresses team members performance and/or behavior issues in a timely and fair manner.
- Coaches and supports Team Leaders to leverage the PDP process for their own teams.  
- Coaches and supports Team Leaders to look for and recognize the appropriate skills and competencies throughout the hiring, induction and/or onboarding process of their team members.
- Monitors, reports and manages absenteeism & lateness.
 

What Will Make You Successful 

• Experience in Customer service & Sales, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)
• Previous people management experience or coaching / training. Proven exposure to coaching and/or training methods
• Experience in Customer Relationship / Hospitality / High-end retail 
• Experience in budget management
• Experience in change management
• Project Management Experience
• Experience in multi-task and fast-paced environment, using multiple digital tools and software
• Experience in an international environment
• Experience with Corrective Actions and Continuous Improvement process
• University degree or equivalent in commercial or business studies
• Proficiency in English
• Qualifications in quality / teacher / HR / coaching

What We Offer 

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you:  

• Development of expertise in Nestlé’s Shared Services Business 
• Immersion in a culturally diverse team 
• Local and international exposure 
• Flexible working environment 
• Engagement and wellbeing activities 
• Competitive salary and annual bonus according to your performance 
• Meal allowance card 
• Flex Benefits - at NBS you can choose what benefits are more suitable for you 
• Make part of the Nestlé Club and get discount in several partners 
• Free coffee (and good coffee) at the office 
• Shop with special discounts for employees 
• Company equipment according to professional needs 
• Medical support available at the office (in Lisbon) 
• E-learning courses and training program to get you where you aim to be 
• Career progression and possibilities for international career