Position Snapshot

Business areas: Nespresso Canada
Job title: Technical & Quality Manager 
Location: Montreal, Quebec 
Grade 20
 

Position Summary

We are looking for a Technical & Quality Manager (TQM) based at our Montreal location reporting into the Director Operations. Leader for TQM Nespresso Canada, drive quality in products and services, drive compliance to safety, health, environment standards. Safeguard a consistent consumer experience across channels by owning the feedback management process and driving cross functional continuous improvement through the execution of root cause analysis. Ensure knowledge of customer facing channels is up to par. Provide technical direction, vision, guidance and people leadership to the TQM Managers to ensure the efficient, effective and flawless execution TQM Operational Master plan.

A day in the life of...

Nespresso Quality Management System: 
Drive quality in products and services, and compliancy in safety, health, environment standards
•    Ensure that the Nespresso Quality Management System is consistently aligned with HQ, communicated and implemented in the market / hub taking into account local adaptations.
•    Lead the implementation of the One Management System (ISO 9001 / ISO 14001 / NQMS / ISO 18001)
•    Lead the Management Review of Quality (MRQ).
•    Ensure safety, health, and environmental compliance to local legislation
Drive Safety Culture throughout the organization
•    Define, implement, support, enforce and promote Nespresso Canada’s workplace health and safety policy and ZERO ACCIDENT, implement corporate vision for market objectives.
•    Provide vision for Health and Safety /Wellness teams, to drive organization roadmap on Safety Culture
Crisis & Incidents Management: 
•    Implement the Nespresso crisis management system and verify its efficiency.
•    Lead the follow-up of crises in relation with quality / SHE / technical issues.
•    Develops and implements training programs with support of QSHE manager / team
 

NCE and Continuous Improvement   
•    Drive continuous improvement of customer service quality throughout functions by leveraging customer feedback; 
•    Demonstrates value creation though a Lean Enterprise Mindset
•    develop the ISO 9001 maturity through the use of NCE tools and standardized work

Management Team Responsibilities
         Responsibility for:
QSHE: Quality Safety Security, Health and Environment: 
•    Responsibility for all QSHE programs / strategy across Canada Boutiques, distribution centers, Partners, Head office,
After Sales Service Team:  
•    Responsibility for all After programs / strategy across Canada, including B2C and B2B After Service Models Head office, 
•    Drive the organization’s business results by making tactical and operational decisions by building the department in a sustainable way
•    Overall Accountability for the OP budget for TQM / DF Dynamic forecast, elevating opportunities and risks within the subdepartment (QSSHE and After Sales)
•    Drive improvements and efficiencies in the organization by collaborating with other departments

People & Performance Management
•    Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
•    Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism      Lead direct reports in career planning, personal development and training to achieve goals & objectives.               
•    Ensure succession and development plans are in place
•    Manage resource planning short and long term for Market business strategy.
 

What will make you successful

As the successful candidate, you will be the champion for the brand for our customers so you will need to be passionate, tenacious and results focused along with exceptional communication skills and attention to detail.  Your already developed experience and/or educational qualifications in a business-related discipline will give you the background you need to properly service our customers. You will also:

•    Bachelors /Master’s Degree required. Degree in Technical, Food Technology, Food Science or Engineering, preferred.
•    10+ years’ experience in Technical, Food Science or Engineering, required.
•    5 years’ experience leading/managing a team.
•    Management exposure across several functions, preferred.
•    Knowledge of Nespresso Machine / Quality Management / SHE, preferred.
•    Knowledge on After sales Service.
•    Proven track record in delivering results by working with cross-functional teams
•    Demonstrated capability to lead projects and change management
•    Demonstrated management capability including ability to lead, coach, engage and influence.
•    Fluently Bilingual - French / English oral and written
•    Travel required 10%

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression – this really could be a move towards the exciting career you’ve always wanted.