CRC Outsourcing Manager Oeiras

CRC Outsourcing Manager
Oeiras
Oeiras, Distrito de Lisboa, Portugal

Position Snapshot

Location: Linda a Velha (Portugal)

Company: Nestlé Business Services Linda a Velha

Full-time/Hybrid mode

Fluent in English

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,
- savvy, with an entrepreneurial mindset, and who can flourish in a
- 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!

For our Nestlé Business Services, we are currently looking for a CRC Outsourcing Manager. Reporting to CRC Nespresso Operations Lead, this professional will be responsible for steering the outsourcing partner(s) to reach outstanding results on all key operational metrics and KPIs, nurturing a
- win partnership and establishing a sound outsourcing strategy, with the goal of securing a seamless customer experience.

It is responsible to support and evaluate the performance of the team of CRC Experts, at the vendor(s) overseeing the
-
- day contacts of customers, ensuring the maintenance of
- quality standards and service provided by the vendor(s).

• Understands customers and their specific needs well.
• Is at ease to handle conversations with colleagues, peers, and external partners re Nespresso business vision, products, services, and Sustainability commitments.
• Supports the IBS CRC Nespresso Lead on RFP in collaboration with local stakeholders (Procurement, CRC Manager, Finance, etc. ) according to the guidance and templates created by HQ and in particular the areas exposed to a high risk (PCI compliance, GDPR, BCP, safety, etc. ).
• Ensures the vendor’s performance is tracked, measured, reported and evaluated with agreed KPIs and makes sure the appropriate control processes are in place to continuously check the compliance as defined by Nespresso.
• Is the SPOC between IBS and the market for all topics that are related with the vendor.
• Assures that the Market stakeholders understand the Nespresso CRC price model as well as the importance of a solid quality track record for the vendors considered.
• Defines a clear governance with the outsourcing partner and the appropriate stakeholders at Nespresso Market and IBS.
• Encourages partners to share best practices and innovation ideas that could benefit Nespresso, thus becoming a key player in the Nespresso customer experience.
• Identifies improvement areas at the outsourced operations and creates a roadmap to track implementation and impact with the partner.
• Constantly expands own trusted network of vendors to meet Nespresso's needs through participation in industry events, referrals, personal network and specialized networking channels.
• In collaboration with the Quality Manager, constantly benchmarks
  - and outsourced activities in order to challenge both the partner and the market to raise the bar of quality and efficiency.
• Monitors the outsourcing budget leveraging the dynamic forecast produced by the Workforce Manager. Anticipates budget impacts on the short and
  - term outsourcing strategy and roadmap.
• Continuously strives to balance cost and quality, based on metrics.
• In collaboration with the Workforce Manager, validates the accuracy of the outsourcer invoices and constantly benchmarks activities insourced vs outsourced to understand impacts on costs and efficiency.
• Ensures that key Nespresso Market & IBS stakeholders (such as Customer Feedback, Quality, Workforce and any potential SPOCs) have a direct and privileged access to the Outsourcer’s Nespresso representative.
• Work in close contact with Vendor management team in IBS Vevey to keep vendor evaluation up to date.

• Experience in Customer service & Sales, in B2C and/or B2B (customer focus, products, services, contracts, payment terms, delivery)
• Experience in managing external partners with a focus on contract management, price negotiations, budget management
• People management experience
• Experience with Corrective Actions and Continuous Improvement process
• Previous training or quality assurance experience preferred
• Experience in
  - task and
  - paced environment, using multiple digital tools and software
• Project management experience
• Proficiency in English

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and
- life balance. Joining us will bring you:

• Development of expertise in Nestlé’s Shared Services Business
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office (in Lisbon)
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career