Join us as Contact Center Manager and grow within a dynamic global team!

Position summary
Drive excellent service to the customer by execution of all Customer Care activities and by implementation of the defined Nespresso consumer experience strategy and campaigns in the internal and external Customer Relationship Centers. Ensure efficient, agile and most of all customer-oriented operations, both in internal and at the outsourcer's teams.

Position snapshot
Nespresso Athens, Greece
Reporting to: Customer Care and Services Head
Permanent Position

A day in the life…

• Foster the omni channel approach by promoting a customer-centric approach in the delivery of the company strategy, creating, and maintaining constructive relationships with all business functions (Marketing, CRM, Operations, Finance and Ecommerce)
• Understand the root causes behind the results and trends of the quality and efficiency of the CRC KPIs, deciding on the most appropriate actions to influence them
• Collect and analyze all the metrics linked to customer satisfaction and use clear, logical steps to understand the main drivers and how to address them
• Build a sustainable and valuable partnership with the Outsourcer ensuring a win-win relation
• Recruit, empower, motivate and coach the Internal team
• Support motivate and assist External and Internal teams to reach Sales targets
• Responsible for the CRC strategy and operations implementation of Distributor Markets (Cyprus, Adriatics, Bulgaria)

What will make you successful

• Education: University degree or equivalent in commercial or business studies
• 5+ years of experience in a managerial position in customer service / call center environment:
• Leading, managing and developing individuals and teams
• Managing major projects or change management programs
• Influencing key stakeholders
• Experience in managing Outsourcer relationships
• Fluency in English
• Experience working within a multinational environment will be a plus

Why you should apply
Enjoy the wide range of Nestlé benefits such as:

• competitive salary & performance bonus,
• meal vouchers
• comprehensive Pension, Health Care & Life Insurance programs
• increased Parental leaves for both caregivers and Baby Support plan
• Flexible Work policy
• Wellbeing and Recognition days off
• “Bring Your Pet At Work” & Pet Support plan
• free car parking
• in-house restaurant and mini market
• participation to health and wellness activities and much more

Join the leading Food & Beverages company in the world with more than 93bio CHF sales and presence in 185 countries 
Have a key role to Nespresso’s Omni Channel strategy and Customer centric approach & get the chance to play a significant part in the customer Journey 
Engage with our people from all over the world and join exciting local or international projects and assignments, constantly pushing boundaries 
Take full advantage of unlimited development opportunities through an extensive physical, virtual and hybrid learning ecosystem, both at local and international level 

Your application journey 
Join us on an exciting application journey! Apply now and based on the role requirements, expect a first interview with our HR recruitment team, completion of two online assessments and a final interview with the hiring manager. If you are in the final shortlist, you will get the opportunity to showcase your skills through a live case study and panel discussion. 
Nestlé embraces inclusive Hiring practices. In case you require any special assistance at any step of the in the interviewing process or have any questions, email: HR.Careers@gr.nestle.com, Olivia, our A.I. assistant is here to help you with your interview scheduling, so keep an eye on your email and say “yes” to WhatsApp notifications. 

Reimagine what coffee can be. Reimagine what you can become. Let’s grow together
At Nespresso, we believe in using coffee as a force for good, shaping lives and landscapes for the better. We strive to provide an exceptional customer experience by caring for each other, our suppliers, farmers, and the communities we work with. Our values of Inspire, Care, Act, and iNnovate guide our interactions and shape our world. Join the Nespresso team and unlock your full potential.