Crc Cluster Manager

**Position Snapshot**

Location: Linda-a-Velha (Portugal)

Company: Nestlé Business Services

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 players, 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 specific needs, count on us to adapt your position.**

**Position Summary**

For our Nestlé Business Services, we are currently looking for a **Customer Relationship Center (CRC) Cluster Manager**. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for leading a team of CRC Team Leaders (B2C/B2B) to deliver on business targets and constantly improve both Performance, Service Quality and Customer Experience.

**A Day in the Life of...**

**CUSTOMER EXPERIENCE**
- Understands what makes the Nespresso brand purpose and customer experience distinctive.
- Has a deep knowledge of Nespresso customers and understanding of their specific needs and expectations.
- Fosters a customer centric spirit in the team through targeted coaching and guidance.

**SALES**
- Provides support to B2C and/or B2B by ensuring the CRC Specialists works towards achieving set capsule and machine targets and that the focus remains on reducing capsule erosion and attrition rates within the defined customer segments.

**COFFEE EXPERTISE & EXPERIENCE**
- Inspires stakeholders with authenticity as well as expertise in coffee and sustainability, uses an adequate vocabulary and releases the level of information tailored to the situation.
- Conducts spontaneous conversations in a storytelling way, asking questions, is genuinely interested in putting coffee at the center of interest also with the team.

**OPERATIONS EXCELLENCE**
- Aligns with the CRC Lead on strategy and action plans, ensuring together with CRC Support Functions (Workforce, Quality, Training, Process Optimizer & Outsourcing Management) a constant focus on performance and quality.
- Promotes and builds adherence to the CRC strategy, translating objectives and operational plans into practical projects and actions for the Team Leaders.
- Be the point of contact with the different markets of responsibility to understand B2C and/or B2B strategic needs and bring them to life in the CRC to ensure the service experience is a competitive advantage
- Defines the unit's organization, budget and resource requirements, sets clear targets and objectives.
- Monitors and analyzes performance, costs and quality; benchmarks both at team and unit level and fosters best practice exchanges.
- Provides Team Leaders with the tools and approach to build a business case, assesses their improvement initiatives, guides them on how to calculate the ROI generated by the implementation of their initiatives.
- In line with CRC management Team, IBS support functions & markets, identifies and initiates projects, contributes or takes the lead on initiatives where operational expertise is required, ensures technical feasibility, engages the relevant stakeholders in the CRC, in the Market, In IBS and/or at Nespresso HQ.
- Supports the operational implementation of projects in the Cluster and in the CRC by identifying risks and opportunities as well as CRC needs.
- Measures projects performance, tracks implementation and performs risk management to ensure successful projects deployment.

**TEAM MANAGEMENT**
- Participates to recruitment, induction, onboarding and/or training of Team Leaders & Coffee Specialist inside the cluster.

- Adheres to the People Performance and Talent Cycle, performs appraisals and development plans as per the Performance targets, empowers Team Leaders to lead their own career development, builds robust Succession Plans. Addresses team members performance and/or behavior issues in a timely and fair manner.
- Coaches and supports Team Leaders to leverage the Performance plans process for their own teams.
- Coaches and supports Team Leaders to look for and recognize the appropriate skills and competencies throughout the hiring, induction and/or onboarding process of their team members.
- Monitors, reports and manages absenteeism & lateness.

**What Will Make You Successful**
- Experience in Customer Service & Sales, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)
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