Outsourcing & CX Excellence Lead

Nestlé Nespresso SA; Brussel Hoofdstad; Hybride; EUR 65 000 - 98 000; Plein temps

Avantages offerts par ce poste

Hybrid working arrangements

Occasional travel to Portugal

International exposure

Competitive compensation package

Development opportunities

Résumé du poste

Nestlé Nespresso SA in Belgium is seeking an Outsourcing Manager to lead relationships with outsourced customer service partners and drive operational excellence for a premium customer experience. You will influence without direct authority and coordinate improvement across processes and partners.

The role reports to the CRC Manager within the CRC team and offers a full-time, hybrid position with international exposure, occasional travel to Portugal, and a competitive compensation package.

Qualifications

• 2+ years in CRC, contact center, or customer-facing roles.
• Experience managing outsourcing partners and budgets.
• Ability to analyze KPIs and dashboards to drive improvements.
• Strong stakeholder management and cross-functional collaboration.
• Proven influencing and negotiation skills.
• English fluency required; French/Dutch a plus.
• Interest in AI and digital innovation to improve operations.

Responsabilités

• Lead relationships with outsourced customer service partners to ensure operational excellence and a premium customer experience.
• Define, monitor and improve service levels, productivity, and quality, while overseeing customer satisfaction.
• Identify improvement opportunities and drive corrective action with internal and external stakeholders.
• Act as the key interface between Nespresso and outsourcing partner(s).
• Support the implementation of operational projects and service enhancements.
• Coordinate knowledge transfer, training and adherence to Nespresso processes.
• Monitor compliance with Nespresso standards, policies and contractual requirements.
• Manage outsourcing budgets, forecasts and cost-efficiency initiatives, while providing performance insights to leadership.

Description du poste

Nestlé Nespresso SA in Belgium is seeking an Outsourcing Manager to lead relationships with outsourced customer service partners and drive operational excellence for a premium customer experience. You will influence without direct authority and coordinate improvement across processes and partners.

The role reports to the CRC Manager within the CRC team and offers a full-time, hybrid position with international exposure, occasional travel to Portugal, and a competitive compensation package.