Senior Manager, Customer Engagement

Nestle   •  

Raynham, MA

Industry: Food & Beverages


15+ years

Posted 54 days ago

We are currently seeking a Senior Manager, Customer Engagement in Raynham, MA, centrally located between Boston, MA and Providence, RI, reporting to the Director, Customer Service. With ReadyRefresh focused on business transformation and evolution to enable future growth, the Sr. Manager, Customer Engagement is a new position that will lead cross-functional groups in the Customer Service Center (CSC) including Customer Service, Process, and Training. The selected candidate will ensure the customer’s voice is heard in all decisions made across the CSC and will work to understand customer experience challenges and represent the findings in meetings and discussions throughout the organization. He/she will help execute the approved customer experience strategies of the organization in general, and will work with all levels of the organization to understand barriers to providing exceptional customer experiences and leverage these insights in all aspects of the role. The selected candidate may be asked to work with outside consultants/resources in both peer and supervisory capacities. Key responsibilities include but are not limited to the following: Customer Service Department

  • Lead a team of up to ten (10) frontline leaders and up to six (6), with oversight of a Customer Service department with 200 frontline representatives
  • Supervisory responsibilities include: interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and coaching and resolving employee concerns

Process Function

  • Lead and support Process Analyst
  • Collaborate with CSC Leadership to define and implement the vision of the CSC as the customer-centric hub of ReadyRefresh
  • Interface cross-functionally with members of marketing, technology, human resources, finance, & operations to identify opportunities to improve process efficiency, eliminate re-work, & optimize actions that negatively impact the customer experience
  • Partner with Nestlé Continuous Excellence teams to accelerate the launch of Lean initiatives and strategize with CSC leadership on Key Experience Indicator (KEI) reporting related to customer experience
  • Act as a key member of CSC leadership team to influence and guide long-term customer-focused strategy
  • Analyze voice of the customer trends to identify additional customer experience improvement opportunities
  • Participate in the customer experience council

Training Department

  • Lead and support Training Manager (1) and Trainer (1) in curriculum design and implementation
  • Supervise maintenance of Online Manual, a proprietary training tool used by frontline representatives
  • Act as point of contact and support for up to eight (8) New Hire CSR classes annually

Key qualifications include:

  • Fifteen (15)+ years of experiencedesired in:
    • Direct leadership of customer service operations;
    • Process improvement/Lean experience;
    • People leadership; and a
    • Direct-to-consumer business model
  • Project management experiencepreferred
  • Change management experiencerequired
  • Communicating messages clearly and flexing style based upon the audience
  • Ability to work under tight timelines, reconciling across multiple stakeholder groups
  • Retaining sense of accountability and ownership to deliver projects on-time, on-scope, and on-budget
  • Ability to be forward-thinking with a customer-centric mindset
  • Acting as a team player, strong decision maker, and proven problem solver
  • Ability to travel up to 15-25% across the domestic U.S.