Customer Relationship Center Manager

4 days ago

กรงเทพมหานคร, Thailand Nestle Full time

**POSITION SNAPSHOT**

Location: Bangkok, Pathumwan

Company: Nestlé

Business Unit/Division: Nespresso

Full-time

Bachelor’s Degree in Marketing ,Customer Service or related

Minimum 5 years of experience in Cell center management

Good English & Thai communication skill is a must

**A DAY IN THE LIFE...**

At
**Nespresso**, our mission is to create the highest quality, most sustainable cup of coffee
**. **By caring for our employees, our farmers, the environment and our customers, we are dedicated to connecting our community with the best possible products and customer experiences
**.**

Nespresso Thailand is a young and fast growing market and we are looking for experienced
**Customer Relationship Center - Coffee **who would play a key role be an ambassador of the Nespresso Brand at the Boutique and deliver the highest possible customer service through every interaction in keeping with our premium image and positioning.

Main responsibilities of
**CRC Manager**
***include:
Define and implement the local CRC strategy, developing a strong continuous improvement spirit in the CRC channel and ensuring efficient, agile and customer-oriented operations, both internally and at the outsourcer's.
- **Foster omni-channel alignment**
- Represent and lead the CRC / customer service topics, ensuring that activities and achievements are visible.
- Ensure effective communication and alignment with all the Nespresso Channels (Trade, B2B, e-Commerce, Boutiques) to deliver a consistent customer experience.
- Promote a customer-centric approach in the delivery of the company strategy, creating and maintaining constructive relationships with Marketing, CRM, Supply Chain, Finance, HR and other functions.
- **Create and lead the CRC vision and strategy**
- Define the CRC strategy, in alignment with the market Head and HQ.
- Act as the key change agent to promote agility and continuous improvement in the CRC.
- Ensure a sustainable business approach, remaining relevant to the customer.
- Translate the Global Nespresso CRC strategy into a relevant local business approach.
- Promote and build adherence to the CRC strategy, translating objectives and operational plans into programs and projects for the whole CRC department.
- Raise awareness among internal stakeholders about the mission of CRC, encouraging an internal discussion around the value, cost and customer effort behind each CRC activity.
- **Driving Innovation and Continuous Improvement**
- Perform regular market benchmarks on customer service practices both with Nespresso CRCs and with key best in class external CRCs.
- Actively participate in the activities of the Global CRC community, exchanging best practices and developing a strong international network.
- Foster a continuous improvement spirit in the CRC providing all leaders with the tools and the support needed to master this attitude.
- Translate customer's feedback into actionable initiatives.
- **Define and manage the CRC budget**
- Continuously monitor budget as per Operational Plan (OP), respecting corporate audit guidelines.
- Ensure accurate Dynamic Forecast (DF) and follow up on CAPEX and Genex budgets in collaboration with Finance, tracking actuals versus planned and taking actions when necessary.

**ARE YOU A FIT?**
- Bachelor’s Degree in Marketing ,Customer Service or related
Minimum 5 years of experience in Cell center management
- Strong in people & project management.
- Experienced in business planning, monitoring, analysis, and strategizing.
- Leadership & coaching principles.
- Computer Literacy.
- Good command in English & Thai.

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