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