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Regional Supply Chain Manager & Customer Care & Services Champion - Nespresso Regional

Regional Supply Chain Manager & Customer Care & Services Champion - Nespresso Regional

SINGAPORE, SG, 486035

SINGAPORE, SG, 486035

Position Snapshot

Location: Changi Business Park, Singapore

Company: Nespresso Singapore  

Full-time

Supply Chain Management & Customer Care Excellence

Position Summary

You will drive innovative and sustainable Supply Chain solutions, towards delivering distinct competitive advantage for Nespresso and the Customer, by ensuring availability of products and services in order to optimize customer service and maximize product availability across Asia markets.  You will also be the Customer Care & Services Champion for APAC region to create and animate a Customer Care and Service (CCS) community of markets in the Zone to allow best practice sharing and drive continuous improvement and be an advocate for customer excellence across the business.  Act as the reference for CCS amongst the market community and support Nespresso's business results and brand image by ensuring top notch customer care and services. This role will have a hybrid reporting structure where it is directly reporting to AOA Regional Head of Supply Chain on Supply Chain matters and indirectly reporting to Head of Zone Asia Pacific on CCS matters.

A day in the life of...

As our Regional Supply Chain Manager in Nespresso, you will be involved in supporting the markets on Supply Chain matters in alignment with HQ strategy and priorities. You will also be required to ensure that the markets deliver and implement the supply chain strategy and operations in compliance to our Nespresso operational excellence standards and increase product availability to meet the commercial requirements.  This portfolio will be at 80% of your commitment level.


As the Customer Care & Services (CCS) champion, you would need to ensure that you drive constant presence of customer voice within the Zone and market level. You will lead and foster a strong CCS community across APAC with the support of market leaders and Zone to drive continuous improvement in omnichannel consumer experience by stimulating new customer care ideas.  This portfolio will be at 20% of your commitment level.


In both roles, you will be required to establish an appropriate organization including 3rd party suppliers in line with operational plan and international guidelines.  Concurrently, you will be involved in developing and training a high performing organization along with the evolution of Supply Chain and Customer Care & Services functions in the region.  This role may require some travelling when the cross border situation permits.

What will make you successful

  • At least 5-8 years of professional experience in supply chain in a multinational company (MNCs) and direct to consumer business model environment
  • At least 5 years of experience in customer care and services, in customer feedback loop or in related fields in a leadership capacity
  • Strategic mindset and end consumer focused experience in a high end luxury brand or fast moving consumer goods (FMCG) environment with proven experience in strong leadership and people management
  • Experience in business development projects with the Trade (Retailer, Distributors etc) and Marketing / Sales collaboratively would be an added advantage
  • Proven experience in successful project management that require commercial and supply chain knowledge and have successfully led negotiation in MNC environment
  • Nature of the job would require someone with an education background of degree in Supply Chain / Logistics / Procurement / Quality and Customer Care

Position Snapshot

Location: Changi Business Park, Singapore

Company: Nespresso Singapore  

Full-time

Supply Chain Management & Customer Care Excellence

Position Summary

You will drive innovative and sustainable Supply Chain solutions, towards delivering distinct competitive advantage for Nespresso and the Customer, by ensuring availability of products and services in order to optimize customer service and maximize product availability across Asia markets.  You will also be the Customer Care & Services Champion for APAC region to create and animate a Customer Care and Service (CCS) community of markets in the Zone to allow best practice sharing and drive continuous improvement and be an advocate for customer excellence across the business.  Act as the reference for CCS amongst the market community and support Nespresso's business results and brand image by ensuring top notch customer care and services. This role will have a hybrid reporting structure where it is directly reporting to AOA Regional Head of Supply Chain on Supply Chain matters and indirectly reporting to Head of Zone Asia Pacific on CCS matters.

A day in the life of...

As our Regional Supply Chain Manager in Nespresso, you will be involved in supporting the markets on Supply Chain matters in alignment with HQ strategy and priorities. You will also be required to ensure that the markets deliver and implement the supply chain strategy and operations in compliance to our Nespresso operational excellence standards and increase product availability to meet the commercial requirements.  This portfolio will be at 80% of your commitment level.


As the Customer Care & Services (CCS) champion, you would need to ensure that you drive constant presence of customer voice within the Zone and market level. You will lead and foster a strong CCS community across APAC with the support of market leaders and Zone to drive continuous improvement in omnichannel consumer experience by stimulating new customer care ideas.  This portfolio will be at 20% of your commitment level.


In both roles, you will be required to establish an appropriate organization including 3rd party suppliers in line with operational plan and international guidelines.  Concurrently, you will be involved in developing and training a high performing organization along with the evolution of Supply Chain and Customer Care & Services functions in the region.  This role may require some travelling when the cross border situation permits.

What will make you successful

  • At least 5-8 years of professional experience in supply chain in a multinational company (MNCs) and direct to consumer business model environment
  • At least 5 years of experience in customer care and services, in customer feedback loop or in related fields in a leadership capacity
  • Strategic mindset and end consumer focused experience in a high end luxury brand or fast moving consumer goods (FMCG) environment with proven experience in strong leadership and people management
  • Experience in business development projects with the Trade (Retailer, Distributors etc) and Marketing / Sales collaboratively would be an added advantage
  • Proven experience in successful project management that require commercial and supply chain knowledge and have successfully led negotiation in MNC environment
  • Nature of the job would require someone with an education background of degree in Supply Chain / Logistics / Procurement / Quality and Customer Care

Apply now »