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Quality & Customer Experience Manager
vor 1 Monat
**Position Snapshot**:
Location: Sion, Switzerland. Possibility to be based in other locations with frequent travels to Sion.
Company: Nespresso Switzerland
Act. Rate: 80 to 100%
Type of contract: Permanent contract
Start date: as soon as possible
**What we offer at Nestlé**:
Flexible work policies in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you
Genuine opportunities for career and personal development
Modern “smart office” locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
**Position Summary**:
As a **Quality & Customer Experience Manager **, you will join our Customer Care & Services Department and lead a team of 12 Customer Experience Specialists that are the voice of the customer and dedicated to enhancing the omnichannel quality of service of Nespresso in Switzerland. In this position, your main responsibility will be to drive that team into leading tangible improvement action plans with all departments and the Customer Facing staff in order to boost customer advocacy and engagement across all channels (B2B & B2C), insourced and outsourced.
Don’t miss the opportunity to join us and work with different teams in an agile and diverse context.
**A Day in the Life of a Quality & Customer Experience Manager**:
- Guarantee a harmonized and fair way of evaluating the Customer Care & Sales Specialists quality of service and speech across all channels and at the outsourcers
- Define observable and measurable Customer Care & Sales Specialists’ behaviors that impact customer satisfaction and constantly update the quality monitoring processes accordingly
- Integrate the brand purpose and communication style into the quality monitoring process, promoting it as a powerful lever to boost customer engagement
- Lead and collaborate on end-to-end projects to generate better customer satisfaction and improve customer journey by collecting data, analyzing route-causes and benchmarking with other industries
- Ensure relevant reporting for leaders and stakeholders
- Challenge all Nespresso processes impacting the quality of customer experience and the efficiency of the operations
- Coach and guide all Customer Facing Teams in their understanding of the quality scope and tools
- Act as a change agent by clarifying objectives and reasons behind a change, understanding the personal implications of team members involved and helping them to step out their comfort zone
**What will make you successful**:
- University degree or equivalent commercial studies
- Qualifications or certifications in Quality, HR or Coaching are a plus
- Successful experience in Customer Relationship, high-end Retail or Hospitality
- Proven exposure to coaching and training methods
- Experience in Team management
- Knowledge of Project Management in a matrix organization
- French or German as mother tongue, fluency in English
At Nestlé, we want to help shape a better and healthier world, inspire people to live healthier lives and deliver impact at a scale and pace that makes a difference. We do this by fostering a diverse, friendly, supportive, and collaborative environment, that creates positive disruption, embraces innovation, and empowers people and teams to win.
We aim to hire friendly, respectful, inspiring people who care about the people’s lives that we touch every single day.
