Job Description

Roles & Responsibilities

Main Purpose of Job

Accountable for the overall operational excellence and delivery of Consumer Engagement team across projects. Responsible for evolution of service line in collaboration with operational partners, solution leads and other NBS centers. Managing team members and workstreams to bring value to the business by ensuring consistent first-time right service delivery. Identifying, analyzing, solving and presenting viable integrated solutions to address business problems.

Key Outputs: List the main results which the job must deliver in order to achieve its purpose.

Drives service and solution evolution and develops expertise, cross-functional alignment (MSE, Market, Function, Agency, IBS) as an extension of the Business and the operations expert. Leads implementation of new ways of working for specific projects within the service line.

Manages relationships with key business partners in market, business or Function. Ensuring partner expectations are met and exceeded through service orientation, Total Service Quality etc.

Process management. Overseeing consumer engagement services in Integrated Marketing Services Department, ensuring the Project SLAs and KPIs

Ensures the best performance of the team, timely problem solving and controlling critical activities by daily checks, feedback and performance KPIs discussion on team meetings

Develops and evolves workflows and processes to scale services for the IMS department and maximize productivity of the team.

Emotional Intelligence leadership and people management, coaching, mentoring. People development. Objective setting and alignment with OMP. Control/feedback/recognition of objective achievement.

Able to deploy CRM sentiment tagging and proactive outreach processes with consumer first thinking

Operational leadership to implement transformation in the team, lead SOP redesign and complaint SLA tiering with QA & marketing

Shift Management and Resource planning

Staffing/Recruitment. Talent management.

Aligns and implements needed actions supporting planned transitions and inflows. Creates proposals for scope increase and ensuring social/digital best practices are included.

Desired Candidate Profile

What experiences are key to success in this job?"

"University Degree (e.g. marketing, business studies, communications, journalism, media studies, psychology) required./p>_x000D_

7-10 years experience as a manager in Contact Centers, Marketing or in Sales at Nestl or equivalent FMCG preferred. Managing high volume multi-channel service teams./p>_x000D_

Transformation project management skills with track record of implementing CRM, SOP, reform or consumer recovery initiatives./p>_x000D_

Paid or voluntary work experience gained with a media evaluation company or within marketing/CES preferred./p>_x000D_

Project Management Experience, or experience of leading and coordinating complex tasks where the leadership and management skills were required./p>_x000D_

Experience in Auditing / QA / Controls./p>_x000D_

English language proficiency both written and spoken. "

Integrated Marketing Services Supervisor Nestle