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SalaryAre you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
B-Corp certified and committed to sustainability
Flexible Schedule to Support your Work-Life Balance
Enjoy a cup of coffee while you work!
We have an exciting opportunity for an experienced CRC Unit (Operations) Manager to join the Nespresso Contact Centre Team based at Nestle Rhodes. The CRC Unit Manager is responsible for the performance of the CRC as a channel internally and externally. As a member of the CRC Leadership Team, you will support the market strategy and targets, deploying at CRC level. You will have the opportunity to work with an outstanding and highly engaged team, and grow your career with an inclusive, global FMCG leader.
We are looking for a passionate and experienced CRC Unit Manager who will ...
Drive CRC sales & service excellence to support the B2C and B2B business growth as well as leading the ongoing and strategic management of our partners. You will participate in the local outsourcing strategy definition as well as determining, challenging, and setting the operational priorities & performance. In this role you will be responsible for bringing efficiency and effectiveness to outsourced activities, ensuring best-in-class and sustainable Customer Satisfaction. Proactively identifying and sharing best practices whilst overseeing & delivering a Customer Experience consistent with the internal and external CRC is essential for this role.
Your responsibilities will include;
- Positively influencing and coaching the internal CRC team (up to 18 people) and external team (up to 120 people) to achieve Best in Class and sustainable service levels in keeping with defined standards
- Focusing on First Contact resolution, proactively suggesting and implementing the Contacts avoidance strategies for B2C and B2B customers
- Developing and implementing processes to improve customer satisfaction and the ability to introduce proactive sales approach with our outsourcing agents
- Ensuring the achievement of service standards, management systems, people and the implementation of the strategy through projects
- Leading the optimisation of the local end-to-end CRC B2C business processes, ensuring cross-functional alignment with other functions to ensure a best-in-class service experience
- Driving continuous improvement of processes, tools and capabilities. Ensuring effective implementation of processes, tools and projects and monitoring their impact on customer experience
- Driving B2C and B2B customer loyalty and satisfaction by identifying and executing a service experience adapted to their expectations.
- Fixing business and personal development targets for each member of the team, assessing and coaching to help deliver superior results
- Leading and developing 2 Team Leaders and 2 Support Operations Leads within the business line to achieve quantitative and qualitative objectives
- Closely collaborating with Planning & Reporting, and CX & Training teams to establish and manage priorities on a daily, weekly, monthly basis
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
- Monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range
- Annual bonus incentive program
- Flexible working arrangements and the opportunity to work from home for 50% of your working hours
- Exceptional training and continuous personal Development opportunities
- Quarterly staff recognition through our GreatNes awards
Please note: To be considered for this role you must have full working rights within the relevant location.
People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.
Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.
B-Corp certified and committed to sustainability
Flexible Schedule to Support your Work-Life Balance
Enjoy a cup of coffee while you work!
We have an exciting opportunity for an experienced CRC Unit (Operations) Manager to join the Nespresso Contact Centre Team based at Nestle Rhodes. The CRC Unit Manager is responsible for the performance of the CRC as a channel internally and externally. As a member of the CRC Leadership Team, you will support the market strategy and targets, deploying at CRC level. You will have the opportunity to work with an outstanding and highly engaged team, and grow your career with an inclusive, global FMCG leader.
We are looking for a passionate and experienced CRC Unit Manager who will ...
Drive CRC sales & service excellence to support the B2C and B2B business growth as well as leading the ongoing and strategic management of our partners. You will participate in the local outsourcing strategy definition as well as determining, challenging, and setting the operational priorities & performance. In this role you will be responsible for bringing efficiency and effectiveness to outsourced activities, ensuring best-in-class and sustainable Customer Satisfaction. Proactively identifying and sharing best practices whilst overseeing & delivering a Customer Experience consistent with the internal and external CRC is essential for this role.
Your responsibilities will include;
- Positively influencing and coaching the internal CRC team (up to 18 people) and external team (up to 120 people) to achieve Best in Class and sustainable service levels in keeping with defined standards
- Focusing on First Contact resolution, proactively suggesting and implementing the Contacts avoidance strategies for B2C and B2B customers
- Developing and implementing processes to improve customer satisfaction and the ability to introduce proactive sales approach with our outsourcing agents
- Ensuring the achievement of service standards, management systems, people and the implementation of the strategy through projects
- Leading the optimisation of the local end-to-end CRC B2C business processes, ensuring cross-functional alignment with other functions to ensure a best-in-class service experience
- Driving continuous improvement of processes, tools and capabilities. Ensuring effective implementation of processes, tools and projects and monitoring their impact on customer experience
- Driving B2C and B2B customer loyalty and satisfaction by identifying and executing a service experience adapted to their expectations.
- Fixing business and personal development targets for each member of the team, assessing and coaching to help deliver superior results
- Leading and developing 2 Team Leaders and 2 Support Operations Leads within the business line to achieve quantitative and qualitative objectives
- Closely collaborating with Planning & Reporting, and CX & Training teams to establish and manage priorities on a daily, weekly, monthly basis
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
- Monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range
- Annual bonus incentive program
- Flexible working arrangements and the opportunity to work from home for 50% of your working hours
- Exceptional training and continuous personal Development opportunities
- Quarterly staff recognition through our GreatNes awards
Please note: To be considered for this role you must have full working rights within the relevant location.
People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.
Rhodes,Sydney, NSW, AU, 2138
Rhodes,Sydney, NSW, AU, 2138
