Main Purpose of Job
Manage a Coffee Specialists' team, from First and/or Second Line, to meet the ambitious business targets by coaching, motivating and challenging them. Act as the brand ambassador model for the team and as key enabler between CRC management and front line teams.
Key Outputs: List the main results which the job must deliver in order to achieve its purpose. Measurements / Performance Indicators
Provide Leadership and Inspiration
- Promote and build adherence to the CRC strategy, translating objectives and operational plans into practical projects and actions for the Coffee Specialists.
- Set clear expectations about the level of performance required to deliver an outstanding customer experience and empower team members to reach them.
- Ensure a good communication with team members, encouraging feedback and improvement suggestions and promoting a pleasant work climate for the team to thrive.
- Share key learnings with team members and facilitate best practice sharing to ensure customer focus.
- Liaise with the relevant stakeholders inside and outside the CRC to tackle key areas where Coffee Specialists need support, such as training, IT evolutions, process update and continuous improvement.
- Act as a change agent, clarifying objectives and reasons behind a change, understanding the personal implications of team members involved and helping them step out of their comfort zone. Employee satisfaction survey results
Absenteeism rate, lateness rate, turnover rate
Manage and elevate team performance
- Monitor and analyze performance, taking into consideration quality and efficiency metrics and benchmarking them with the other CRC teams.
- Identify performance gaps and implement action plans in collaboration with Second Level, Quality Manager, Workforce Manager and Unit Manager (where applicable).
- Recognize and reward good performance and support Coffee Specialists in their development plans also providing constructive feedback.
- Coach Coffee Specialists to continuously raise the performance bar in all customer scenarios (information, offer, technical, order) and in all touchpoints (phone, email, live chat, social media, etc).
- Validate and / or perform Coffee Specialists manipulations when needed (goodwill gestures, etc.).
- Escalate issues to the relevant department, ensuring a prompt resolution of all requests.
- Ensure customer data quality and relevance by tracking both the number of follow-ups per contact (at least one follow-up per transaction) and their accuracy. SLAs and other efficiency KPIs
Sales KPIs
360 results (NPS, complaints, etc.)
3 quality monitoring per CS per month
Calibration results
Follow-ups analysis regularly shared across functions
Drive continuous improvement
- Find ways to improve how team members work together and exchange best practice, both internally and with the outsourcer
- Encourage Coffee Specialists to challenge existing approaches and spot improvement opportunities, allowing the internal CRC to become a true Center of Expertise.
- Actively collaborate with the CRC support functions (Workforce, Quality, Second Level) to systematically identify improvement areas and levers to enhance customer experience and CRC efficiency.
- Foster an approach of next issue avoidance, encouraging Coffee Specialists to analyze the customer history and habits, spotting possible reasons for future contacts and addressing them in order to avoid further contacts. Number of improvement suggestions with benefits per team
Number of requests for support to Second Line Number of transferred calls to Second Line
First Contact Resolution
Build and master the long and short term CRC workload forecast (Forecasting)
- Provide inputs to take the most relevant decisions regarding structuring topics: OP preparation, recruitment, facilities management, organization and outsourcing strategy.
- Build a reliable and detailed forecast of transaction volumes and handling times.
- Carry out monthly dynamic forecasts to collaborate with Workforce to ensure staffing levels and workload requirements.
Forecast accuracy (volumes and average handling times)
Service Levels and other efficiency KPIs
Ensure that Nespresso HR / people management principles, policies and processes are applied
- Perform target appraisals and development plans in line with the PDP process, empowering Coffee Specialists to lead their own career development.
- Recognize talents and encourage them to develop themselves with the available tools (training, job enrichment and networking).
- Participate in recruitment process, leading interviews and validating new hires with HR.
- Monitor, report and manage absences and lateness.
- Address team members performance and/or behavior issues in a timely and fair way, in line with the Nestlé Leadership Framework. Timely delivery of PDPs and check-ins
Quality of PDPs
Key Relationships Internal to Nestlé Group: (shared / conflicting interests) Key Relationships External to Nestlé Group (shared / conflicting interests)
CRC management:
- CRC manager / Unit manager
- WFM, Outsourcer Manager, Quality Manager
- Other Team Leaders
Other market functions:
- HR
- Any other function with projects needing or impacting CRC: Marketing, Sales, HR, Learning & Development, Finance, Supply Chain, TQM. Outsource partners
Key Experiences:
What experiences are key to success in this job? Knowledge: Nestlé Corporate / Functional / Market / Business / Organizational
What specific organizational information should the incumbent have to be effective in their role?
Experience in a customer facing and / or sales environment (3 years)
Previous people management experience or coaching / training is recommended.
Experience in change management is an advantage.
Experience in an international environment and fluency in English are a plus.
Languages (specific to market needs).
1. Core knowledge of the 10 Nestlé Corporate Business Principles and expert knowledge in our areas of responsibility. (mandatory - do not remove or change)
2. Excellent knowledge of the Nespresso values, products, services and procedures
3. Mastery of CRM and customer service tools as well as Microsoft office package (word, excel)
4. Knowledge of internal organization and escalation rules and roles & responsibilities of each department
5. Knowledge and interest in digital touchpoints (live chat, social media)
6. Mastery of the metrics linked to productivity, costs and quality
Functional Competencies
These are the core functional competencies and the appropriate skill level
that is required to be effective in the role
Insight Competency Desired Level
Develop Nespresso Expertise
We rely on our people being expert guides on Nespresso coffee, from talking about our products and services, and Nespresso’s brand heritage. 5. Can train others
Energize & Engage Communicate and Influence
We need to make sure that we communicate clearly when speaking and in writing, influencing others effectively. 5. Can train others
Drive Continuous Improvement
We need to continue developing the best possible customer experience for Nespresso. This involves continuously improving our methods and processes, exploring new ideas and responding to fresh customer insights. 5. Can train others
Show Resilience
We need to perform well under pressure and to be able to manage ourselves and our feelings, resolving conflict constructively and sometimes digging deep when the pressure is on. This enables us to deliver our best performance even under pressure. 5. Can train others
Enable Results Through Others Coach, Guide and Support
Supporting others is key to improving our team effectiveness, through generous guiding, coaching and teaching of colleagues. 4. Can do alone
Lead and inspire
We need to lead and inspire our people and teams to perform to the best of their abilities. This involves finding ways to energize them to deliver the best possible customer experience, inspiring them with energy and passion. 4. Can do alone
Coach & Develop
Other Personal Qualities
Other personal attributes not reflected in the NLF that will enable success
Influence with Integrity
Courtesy, patience, empathy, self-awareness, solution-focused.
Act as a brand ambassador.
Attention to detail and ability to perform in a fast-paced environment where metrics and KPIs are part of everyday challenges.
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