Market Account

3 semanas atrás

LindaaVelha, Portugal Nestle Tempo inteiro

**Position Snapshot**
Location: Linda-a-Velha, Lisbon, Portugal

Company: Nestlé Business Services Lisbon (NBS Lisbon)

Full-time

**Position Summary**

The Market Account & Service Improvement Lead will co-design and drive the NBS agenda for service improvement delivery, managing fully the IBS Total Service Quality framework at Center level, Execute the Center expansion strategy, controlling and monitoring the key and priority Transition Projects, to ensure a mature partnership is established between the NBS Center and its Markets/Businesses, facilitated by continuous improvement and service expansion.

**A day in the life of...**

The Market Account & Service Improvement Lead is expected to:

- Lead the NBS Service Improvement Governance and participate of the IBS respective ones;
- Promote, track, control and challenge the Service Improvement initiatives of the E2Es - Including Automation initiatives, providing meaningful insights with the operations;
- Contribute with the E2E Leads for the strategic alignment/improvement meetings with Markets and Businesses;
- Deploy and Integrate IBS service improvement strategies and initiatives in the Center and with the E2E Leads;
- Coordinate and challenge that all relevant actions are executed on time in full in partnership between NBS and markets to ensure that the desired level of service improvement is achieved;
- Drive value communication to Partners and Customers: Aligned messaging for shared services value

proposition to Markets, Businesses and identify/evolve communication platforms to adopt;
- Support the analysis of Net Promoter Score surveys and reporting of results;
- Benchmark the service industry quality management practices to identify trends and opportunities;
- Control and manage the escalation flow, supporting and challenging the operations for the proper resolution, based on real root-cause analysis and issue solving;
- Support the improvement of the relationship between NBS operations and the Markets;
- Ensure understanding is achieved in the NBS Center on the business requirements and what is value to the business, and alignment of center contribution to market objectives is delivered;
- Organize that regular feedback mechanism is in place, as well as learnings are shared with the Global Service Solution teams;
- Co-design and implement the framework for managing emerging services and transitions at Center level;
- Ensure feasibility of assessments and business cases are done and progress tracked;
- Support the leadership of new services governance, develop new cross functional services with the Center LT and new services outside of existing;
- Provide transparency on issues and challenges facing the program and driving alignment across different project stakeholders to ensure success;
- Establish clear success measures in the business cases, both quantitative and qualitative;
- Drive alignment and Integration on management of new services with IBS Service Expansion stakeholders E2Es scope.

**What will make you successful**
- Driving continuous improvement initiatives with root cause mindset delivering visible and sustainable results;
- Having driven projects/initiatives focusing on service experience and customer feedback;
- Successfully exercising transversal leadership, especially on senior stakeholders;
- Shared Service experience and/or Market experience to be able to understand business needs on the ground;
- Business operations understanding (preferably related to generating demand) is an advantage;
- Experience in working in a cross functional, multicultural and networked organization (internal and external providers);
- Project Management, Managing change in the organization;
- Strong influencing and negotiation skills;
- Strong understanding of relevant business unit and partner requirements;
- Ability to go beyond what partners/users ask for to understand what they need;
- Constructive attitude to build a dialogue, not a debate;
- Strong drive to look for solutions to meet the need within our standards;
- Ability to take ownership for driving the solution end to end;
- Strong self-awareness - seek feedback and always act upon it;
- Excellent written and verbal communication skills;

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