Consumer Engagement Services  Expert

Position Snapshot

Location: Lisbon, Portugal

Company: Nestlé Business Services

Full-time / Hybrid mode

Position Summary

The Consumer Engagement Services (CES) Expert will be responsible for the overall CES operational excellence, defining and providing best-in-class standards and expert recommendations to markets/Nestlé shared services centers (Nestlé Business Services), enhancing, and increasing the adoption and effective use of the Global CES solutions and services, markets and NBS center’s engagement and overall satisfaction.
This job is a unique opportunity for the right person who is looking to manage Consumer Engagement Services at a global scale.

A day in the life of...

• Act as a change and transformation agent to markets/NBS centers to elevate CES operations
• Propose and deliver an integrated evolution roadmap for markets/NBS centers to enhance and improve CES services and technology based on common and standard best practices
• Champion the adoption of technology and services to transition the markets/NBS centers to new above market operating models
• Conduct regular meetings with the markets/NBS centers and make recommendations to provide continued success with processes, data, system configuration.
• Propose training and capability building plan to ensure and drive alignment across markets/NBS centers
• Develop a consultative relationship with each Market/NBS center and work in conjunction Global CES lead providing planning support
• Assist to assess new service and technology opportunities that would help Markets/NBS centers increase CES performance and consumer satisfaction
• Maintain, update, and enhance the key global CES documentation based on agreed objectives and roadmap (with the support of the providers for a full tool documentation)
• Assist the Global CES lead to build tailored plans to ensure each Market/NBS center success and value realization
• Maintain high consideration for privacy and compliance

What will make you successful

• Have held a role in Customer Success or participated to deploy IT solution across different geographies, or similar roles for at least 2 years
• Have experience using Salesforce Service Cloud application, high level of skill with the application
• Have experience or knowledgeable in consumer goods industry
• Are highly service-oriented and able to manage multiple projects and stakeholders simultaneously
• Are organized and methodical with excellent follow-up to ensure customer expectations and deadlines are met
• Have Developed a consultative relationship with each customer and worked in conjunction with multiple teams
• Have excellent communication (oral and written) and analytical skills
• Fluent in English