Cluster Manager Nestle

POSITION SUMMARY

The role is responsible for leading the Customer Relationship Center (CRC) and driving its overall performance as a key consumer-facing channel. This includes ensuring exceptional sales, service, and technical support delivery in alignment with the company s Consumer Experience strategy. The position will define and implement the market CRC strategy, fostering a strong culture of continuous improvement while ensuring efficient, agile, and customer centric operations both internally and with the outsourced partner.

A DAY IN THE LIFE

• Maintain a deep understanding of customer needs and expectations, and promote a customer centric mindset across the organization.
• Define the CRC strategy in alignment with the global framework, market priorities, budget, and available resources, ensuring strong internal visibility and alignment.
• Lead customer service topics within CCS and ensure the right level of focus and execution.
• Translate strategic objectives into operational programs and projects for the CRC team.
• Ensure adherence to the CRC strategy by leveraging expert team members for local initiatives and participation in international projects requiring operational expertise.
• Support the Direct Manager in making optimal operational and investment decisions.
• Manage budgets in line with the Operational Plan and ensure compliance with corporate audit standards.
• Ensure an accurate Dynamic Forecast in collaboration with Finance, with proper follow up on budget actions.
• Conduct regular market benchmarking of customer service practices against internal Nespresso CRCs and leading external CRCs.
• Actively contribute to the Global CRC community, sharing best practices and building strong cross market relationships.
• Promote effective communication and alignment with all Nespresso channels (Trade, B2B, e Commerce, Boutiques, Marketing, CRM, Supply Chain, Finance, HR) to enable a seamless customer experience and strong commercial focus.
• Ensure outsourcing partners operate in alignment with Nespresso brand guidelines, remain cost efficient, and comply with Nestl regulations; identify risks and implement corrective measures when needed.
• Collaborate with Procurement on establishing and managing Service Level Agreements with third party providers.
• Uphold and promote the Nespresso culture across internal teams and external partners.
• Facilitate effective knowledge management to support omni channel customer interactions.
• Apply Nespresso HR and people management principles consistently across the team.
• Conduct performance appraisals and development plans, empowering team members to lead their own growth.
• Identify and develop talent through training, job enrichment, and networking opportunities.
• Recognize and reward collaboration and knowledge sharing to maintain team engagement.
• Participate in recruitment activities, conducting interviews and validating new hires with HR.
• Address performance or behavioral issues promptly and fairly in alignment with the Nestl Leadership Framework.
• Ensure a strong team development and succession plan is in place.