CRM Lead Specialist

Position Snapshot
Location: Lisbon/ Braga
Company: Nestlé Business Services Lisbon/ Braga

Full-time/ Hybrid mode

About us

Nestlé Business Services (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Integrated Marketing Services (IMS) 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 of 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’s time to consider joining NBS! 

Position Summary

Responsible for leading a team of campaign specialists in the CRM Services within NBS and in direct collaboration with relevant stakeholders. Manages campaign operations, team capacity and campaign request allocation for a specific service line. Drives towards excellence in Integrated Marketing Services (IMS) by ensuring Global Standards are implemented and business/internal controls are in place. Monitors the efficiency of the operations and coordinates execution of Lean / Continuous Improvement initiatives.  Ensure Total Service Quality levels to the Stakeholders, adhering to End to End standardization.

A day in the life of...
-Work on implementation of CRM Services plans and objectives, in line with IMS and NBS strategies.

-Monitor, perform and execute the performance service level agreements (SLA’s) and indicators of services (KPI's).

-Manage team's operational capacity and Campaign request allocation.

-Drive action plans to correct deviations in services and ensure process improvement.

-Identify and lead the resolution of the issues in team that affects the performance or services given.

-Perform periodic operational reviews with and reports for service Supervisor/ IMS Lead.

-Perform Continuous Improvements programs and standardization of processes across all markets in scope, whenever possible.

-Responsible for issue escalation to Supervisor.

-Promote and support Continuous Excellence Mindset among the Team.

-Ensure compliance with Nestle standards including updated standard routines, documentation of previous audit points, adherence to CBP (Control Best Practices).

-Ensure Global and E2E compliance for activities performed in team.

-Leads the team in establishing and accomplishing objectives as aligned with the stream priorities. Evaluates team performance and conducts regular appraisals.

-Ensures appropriate controls and audits are in place and carried out as agreed.

-Run periodic Meeting with Business/Market to collect demand as well as ensure that market adhere to CRM Services pre-requisites. Identify Market/Business knowledge gap and propose action to market to fill those gaps. Get improvement actions listed and followed up until adherence to the committed Service level.

-Maintain Operational Documentation to ensure proper execution of Services (Processes, Service Catalog, Briefs, Training material, standard routines, …).

-Liaise with CRM Services key Business Stakeholders, to integrate Guidelines and align Service Lines. Liaise with CRM Services Supervisor for Continuous improvement.

What will make you successful

-Demonstrated knowledge of HTML and CSS preferably applied to email.

-Previous demonstrated experience with email marketing tools. Adobe Campaign or Salesforce Marketing Cloud is preferred.

-Knowledgeable about reporting/data analysis KPI's for email marketing.

-Knowledge of Microsoft Office programs.

-Demonstrate experience dealing with various stakeholders/clients.

-Strong written and verbal communication skills.

-People oriented. Previous experience in leading people/teams is a plus.

-Developed project management skills.

-Demonstrated ability to drive continuous improvement.

What we offer

Here at NBS Lisbon/ Braga 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 NBS Lisbon/ Braga 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 chose 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.
• Company equipment according to professional needs.
• E-learning courses and training program to get you where you aim to be.
• Career progression and possibilities for International Career.