D2c Operations Lead

**Position Snapshot**

Location: Lisbon (Portugal)

Company: Nestlé Business Services (NBS)

Full-time/Hybrid mode

Fluent in English

**About us**

**Nestlé Business Services (NBS)** is at the heart of the **Nestlé Group**. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

**If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS**

**At Nestlé Business Services (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.**

**Position Summary**

The main responsibilities of the **D2C Operational Lead** is to lead the team of Website & D2C Operations for NDG ensuring alignment with the business needs combined with the evolution of the team, among key stakeholders, continuously innovate (in terms of services, activities, processes, skills, capabilities and tools), promote Website & D2C best practices with Nestlé operation teams across centers, pilot new services and support the delivery of solutions. This person will be responsible for NDG website and D2C operations and accountable to drive operational website and D2C activities, and will work in close collaboration with NDG, NDG PMO and MSE to have a clear mapping of operational activities, for NDG, delivered through IBS.

**A day in the life of...**
- Guarantee NDG website and D2C operations across centers, with full accountability for operations and autonomy in team management activities
- Be responsible for delivering the brands' global digital initiatives and to cascade to all markets' websites
- Manage the team ensuring high performance:

- Recruit, replace and backfill
- Anticipate new profiles needed, and create the capability building process
- Monitor team performance
- Define HOW to deliver Scope of Work:

- Define effort needed to deliver a task (especially new SOW or Digital Factory project)
- Monitor delivery quality, effort requested and agreed timeline
- Improve quality and respect GBU & IT guidelines
- Improve and industrialize processes by implementing adequate methodologie (Agile, etc.) and identify process and tools to gain in effiency
- Undestand team's capabilities and skills and work toward the continuous evolution of services and capabilities
- Understand business needs and identify potential new above market activities
- Identify service gaps and improvements based on internal business needs and feedbacks
- Implement ongoing improvements, scout and formalize new opportunities
- Design, build and pilot the new service lines for DTC service (Deliverables include detailed process flow, Standard Operation Procedures, training material, activities/effort mapping, )
- Ability to continuously identify improvement opportunities demonstrating accuracy and looking for ways to improve and promote quality

**What will make you successful**
- +7 years DTC digital experience either at an agency or in a CPG company managing global DTC operations
- Technical knowledge in DTC platforms (Magento, HTML, etc.)
- Ability to work with remote stakeholders in a multi-cultural environment
- Strong communication and interpersonal skills
- Ability to communicate across multiple reporting levels
- Excellent presentation skills
- Knowlegeble of best practices for marketing operations, website and D2C services
- Experience in managing teams

**What we offer**

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining NBS will bring you:

- Development of expertise in Nestlé’s Shared Services Business
- Immersion in a culturally diverse team
- Local and International Exposure
- Flexible working environment
- Engagement and wellbeing activities
- Competitive salary and annual bonus according to your performance
- Meal Allowance Card
- Flex Benefits - At NBS you can chose what benefits are more suitable for you
- Make part of the Nestlé Club and get discount in several partners
- Free coffee (and good coffee) at the office
- Company equipment according to professional needs
- Medical Support available at the Office (in Lisbon)
- E-learning courses and training program to get you where you aim to be
- Career progression and possibilities for International Career