Customer Service & Contact Center Manager - Nespresso Singapore
Nespresso is one of the fast growing business of the Nestle Group – the world’s leading food, beverage, nutrition and wellness company.
Nespresso pioneered the portioned coffee market to provide the highest quality coffee that can be enjoyed in the comfort of consumers’ homes and be savoured at out-of-home locations such as restaurants, hotels, offices and luxury retail businesses.
There is now an exciting opportunity in the Nespresso Singapore office for a Customer Service & Contact Center (CRC) Manager to lead our CRC team in ensuring efficient, agile and customer-oriented operations, both internally and at the outsourcer’s.
Key Deliverables: Foster omni-channel alignment
- Represent and lead the CRC / customer service topics, ensuring that activities and achievements are visible.
- Ensure effective communication and alignment with all the Nespresso Channels (Trade, B2B, e-Commerce, Boutiques) to deliver a consistent customer experience.
- Promote a customer-centric approach in the delivery of the company strategy, creating and maintaining constructive relationships with Marketing, CRM, Supply Chain, Finance, HR and other functions.
Promote a customer-centric approach
- Understand the root causes behind the results and trends of the quality and efficiency 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 vendors (outsourcer, printer, carrier, telephone company) ensuring a win-win relation.
- Ensure an effective Stakeholder Management by positive relationships with stakeholders through the appropriate management of their expectations and agreed objectives.
- Ensure a seamless customer experience with the outsourcer.
Driving Innovation and Continuous Improvement
- Perform regular market benchmarks on customer service practices both with Nespresso CRCs and with key best in class external CRCs.
- Actively participate in the activities of the Global CRC community, exchanging best practices and developing a strong international network.
- Foster a continuous improvement spirit in the CRC providing all leaders with the tools and the support needed to master this attitude.
- Translate customer's feedback into actionable initiatives.
Lead the CRC operations
- Promote and build adherence to the CRC strategy, translating objectives and operational plans into practical projects and actions for the whole CRC Team.
- Define the CRC organization, size, budget and resource requirements, ensuring adherence to plan and management of talents.
- Recruit, empower, motivate and manage team with the support of the local HR Manager.
- Rely on senior team members for local project management and contribution to international projects where operational expertise is required.
Define and manage the CRC budget
- Continuously monitor budget as per Operational Plan (OP), respecting corporate audit guidelines.
- Ensure accurate Dynamic Forecast (DF) and follow up on various budgets in collaboration with Finance, tracking actuals versus planned and taking actions when necessary.
Successful candidate looks like someone with:
Excellent communication skills (both spoken and written in English).
Several years of experience in customer services / sales environment:
- Leading, managing and developing individuals and teams (at least 5 years)
- Influencing key stakeholders
- Experience in implementation and/or selection of CRC tools (telephony, workforce management, quality coaching, etc)
- Exposure to digital technologies (such as social media, telephony, chat).
Experience in an international and fast-paced environment
Curiosity and ability to generate creative ideas
Energized by tough challenges
Team worker & have strong ability to understand business context
