CRC Strategy Manager T&D

Position Snapshot

Location: Vevey, Switzerland
Company: Nespresso HQ
Act. Rate: Full-Time 100%
Type of contract: Temporary contract/Fixed Term of 2 years

The recruitment will be entirely driven by the fit between the individual competencies and the requirements of the job. Each candidate whose skills match best the requirements of the role will be considered.

What we offer at Nespresso

Flexible work policies in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you!
Genuine opportunities for career and personal development
Modern “smart office” locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
The opportunity to be part of a B Corp certified company and one of the world’s most trusted brands

Position Summary

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success – all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. Were committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other.

To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can. What about you? Want to be part of this exciting journey? Join the Nespresso team! And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization. Apply online at www.nespresso.com/careers.

As a “Global CRC (Customer Relationship Center) Strategy Manager Tools and Data”, you will work in tandem with the CRC Strategy Manager Business Growth and Customer Experience, contributing to define the Global CRC strategy. Your role will involve defining a comprehensive data strategy and a relevant IT roadmap to support business strategy, drive operational efficiency and facilitate strategic decision-making. You will be leading strategic projects and coordinate all IT and data projects. You will act as a driver of change, by being responsible to identify and recommend the adequate tools and technologies to optimize and enhance the CRC operations.

A Day in the Life of a Global CRC Strategy Manager Tools and Data

• Develop a comprehensive data strategy for the CRC to drive decision-making and optimize performance
• Define standards and KPIs to monitor and communicate CRC performance effectively
• Identify and select tools and technologies to enhance CRC operations and customer service
• Lead and oversee projects for successful implementation of tools and data initiatives
• Collect, analyze, and consolidate data to provide meaningful insights and support decision-making processes
• Guide and support CRC in implementing operational efficiency improvements
• Stay updated on market trends and technology advancements to stay ahead of competitors
• Continuously evaluate and enhance existing tools and data processes for improvement

What will make you successful

• University Degree or equivalent
• Experience in at least two of the following areas: the contact center environment (B2B or B2C), project management or IT deployment, digital and voice contact points and data analysis
• Proven project management experience in implementing major projects or change management programs
• Strong sensibility to data and an analytical mindset, with the ability to derive insights and make data-driven decisions
• Strategic approach, Forward-thinking mindset and proactivity
• Demonstrated ability to manage and influence key stakeholders, both internal and external
• Ability to work under pressure and multitask effectively
• Strong customer service orientation and passion for working with customers
• Fluent in English, French is a plus. Other languages are an asset

At Nespresso, we’ve built a culture of care and inclusion, making sure everyone can be their bold selves, while growing with the company. We innovate, dare to try, learn and scale up in a fast paced, digital and connected environment. With a diverse workforce made up of over 90 nationalities across 58 countries, you can be a part of an innovative culture, where supportive people help each other. One where anyone is encouraged to challenge the status quo and have an impact on the future for one of the biggest sustainable companies. Whatever your role, you’ll find you can drive real change and spread your enthusiasm. Join the place where you can thrive, you feel, you belong, you are inspired to be and do your best.

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