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