Customer Relationship Management Specialist

Main Purpose of Job

Develop a competitive CRC Channel in the market to manage a sustainable, profitable growth in a proactive

way, by maintaining and improving the standard of service provided to Customers.

The CRC Manager is the guarantor of Customer satisfaction (B2C & B2B), as defined by the Nespresso vision

and he is defining the local strategy and coordinating the team and related support functions effectively.


KEY OUTPUTS:

• Ensure effective liaison with all the Nespresso Channels (Trade, B2B, e-Commerce,

Boutiques) to deliver a consistent customer experience

• Alignment with Marketing, CRM, Supply Chain, Finance, HR and other functions to

manage trade off and drive for overall objectives achievement

• Define transversal projects

Defines the strategy, at his initiative and eventually with the support of market head

or HQ, and support validation with HQ and market head

Maintain and improve service standards

Continuous market benchmarking on customer service practices

Strong involvement in the Nespresso CRC community (other markets, HQ CRC) to identify and share best practices

General knowledge and development of customer service culture and understanding of customer insights

Organize and direct Customer (B2C & B2B) Follow-up ensuring a customer centric approach in all actions taken throughout the whole customer life cycle: prospect, acquisition, sales and after sales.

• Continuously monitor budget spend as per Operational Plan (OP), respecting corporate audit guidelines.

• Follow up Dynamic Forecast (DF) as well as CAPEX and Genex budgets in collaboration with Finance

KEY EXPERIENCES:

What experiences are key to success in this job?

• Several years' experience in at least 4 of the following areas

in call Center environment:

- Product or services

- Sales & Care

- Lean Management

- Cross functional experience internal/external

• Proven ability to manage and develop individuals

and teams effectively

• Project management experience to implementation of major

project/s or change management programmes

• Proven ability to manage and influence key stakeholders

internal/external

- Expertise on running CRC operations

• Experience in implementation and/or selection of CRC tools

(telephony, workforce management, quality coaching...)

• Experience in most recent multichannel/CRC technologies

(Social medias, telephony, chats..)

• Fluency in English is a MUST

تاريخ النشر: ٢٣ سبتمبر ٢٠٢٤
الناشر: LinkedIn
تاريخ النشر: ٢٣ سبتمبر ٢٠٢٤
الناشر: LinkedIn