Customer Operations Improvement Champion
Position SummaryDrive and manage strategic projects within Nespresso focused in customer service, in a transversal role that is accountable to ensure the implementation of all projects related to customer service, focussed in customer experience and B2B projects, by leading and coordinating the OMNI-related preparation activities, operational processes internally and with DABA and act as Compliance champion. A day in the life of. . . Manage and align omni-channel complaint and feedback processes to enable customer journey improvement - Drive omni-channel Customer Voice reengagement strategy, with special focus in Complaints and Customer Experience related indicators- Benchmark with other industries to understand how quality can be better measured and influenced. - Consolidate and give visibility on feedback to customer facing leaders and other non-customer facing stakeholders (TQM) to bring actionable recommendations towards the internal organization and 3rd parties Ensure a flawless Customer Experience- Safeguard the improvement cycle by monitoring the action plan of departments and management team - Challenge and improve all Nespresso handling processes impacting the quality of customer experience and the efficiency of operations. - Align the way of working in Customer Facing departments with overall Nespresso customer experience design (e. g. market strategy, omnichannel context). - Ensure feedback loop to HQ to improve on global level Project Portfolio & Process Improvement: - Identify processes to be clarified and / or improved, both internally and with our distributor - Act as the single point of contact in the Market for all NCE and Agile at Nespresso Initiatives. - Facilitate the streamlining & synchronisation of the business and functional plans (eg : OMP, IAP, MBP, . . . )- Lead and/or support and/or implement major cross-functional strategic projects- Support the organization on Project Management B2B Customer Service Champion- Provide best-in-class support on the full end-to-end B2B Customer Service scope- SPOC for all related projects and deploy them on time, on quality, on scope and on budget- Identify opportunities to enhance customer experience- Suggest new/optimized processes and ways of working CRC (Customer Relationship Center - Call center) Coordinator- Together with DABA (our exclusive distibutor), define and ensure the implementation of the CRC strategy that is in line with the consumer experience strategy, in collaboration with all channels and marketing- Ensure that activities performed by Outsourcing partners are in line with the Nespresso brand- Effectively coordinate trough DABA and Third Party Providers all Service Level Agreements by monitoring interactions and comparing actual performance with pre-defined expectations, identifying potential problems, and determining appropriate actions to mitigate risks and ensure quality- Identify improvement and innovation opportunities in the services delivered- Manage channel related projects and events from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools Compliance and Personal Data Champion: - Support the BCP SPOC (CCS Manager) for the market, reviewing the plans and coordinating them with DABA- Support the crisis coordinator, deploying exercises to ensure proper readiness within the market, together with DABA- Act as the single point of contact for data protection/data privacy topics in the market. - Maintain an inventory of local data processing activities, including data transfers- Manage the roll-out of data protection initiatives within the market. What will make you successful Strong customer service mindset, willing to deliver best in class consumer experience Strong business knowledge & understanding Experience in an international and complex environment Cross-functional and multi-cultural experience Experience in Change Management Demonstrate business experience across the business Significant experience in stakeholder management and working with senior management Experience of creating a positive working culture, enabling empowerment and development of people Experienced successful GA implementation within Nestle or equivalent Experience in contract management, legal background to be valued
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