Consumer Engagement Expert

13 hours ago

Meycauayan, Central Luzon, Philippines Nestlé USA Full time ₱400,000 - ₱800,000 per year

Location: Meycauayan, Bulacan, PH / Rockwell, Makati, PH

Company: Nestlé Business Services AOA, Inc.

Remote Work Arrangement

Joining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.

Our Team in Nestlé Business Services is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?

A DAY IN THE LIFE …

The role will support in coordinating various Consumer Engagement Services related initiatives such as standardized KPI reporting, training module development, vendor consolidation, etc. This role will help create above-the-market visibility by leveraging IBS' position as a service hub and help accelerate Consumer Engagement Services transformation through a thorough understanding of markets' operational and business priorities.

  • Gather required information from markets for vendor consolidation study and support decision on vendor

consolidation.
- Develop and share Consumer Engagement Services training modules in collaboration with Consumer Engagement Services teams in the markets, global training team and MSE
- Propose and deliver integration roadmap for markets/NBS centers to enhance and improve Consumer Engagement Services process and technology based on common and standard best practices
- Share Consumer Engagement Services best practices and other relevant knowledge on platforms such Viva Engage
- Act as a change and transformation agent to Markets/NBS Centers to elevate Consumer Engagement Services operations
- Champion the adoption of technology and services to the markets/NBS centers.
- Conducts regular meetings with the markets/NBS centers and make recommendations to provide continued success with processes, data , system configuration
- Maintain, updates and enhances the key global Consumer Engagement Services documentation based on agreed objectives and roadmap.

ARE YOU A FIT?

  • Bachelor's Degree in Marketing or any related course
  • More than 5 years in consumer engagement /CX/ contact center working with big FMCG brands, and over this period has successfully delivered on operational KPIs, new initiatives and cross-functional coordination
  • Proven experience in managing or transforming customer experience services in global or multinational environments.
  • Experience in consulting or advising on service transformation and technology adoption in a customer experience context, especially for global markets
  • Cross-functional collaboration experience with multiple departments (e.g., IT, operations, marketing, sales, etc.), as the role requires alignment across teams and markets.
  • Experience in developing and maintaining processes and operational models for customer service or experience solutions.
  • Familiarity with CRM System, Customer Experience Platforms like Omni-channel
  • Strong stakeholders management

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