Outsourcing Manager

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

Position Summary

Every interaction with a Nespresso customers matters. Behind every great customer experience is a network of people, processes and partners working together seamlessly. As Outsourcing Manager, you will be at the center of it all, building strong partnerships, influencing without direct authority and driving continuous improvement. Your mission is to ensure our outsourced customer service operations consistently deliver the premium experience that defines Nespresso.

Position Overview

Business: Nespresso
Contract Type: Permanent
Start Date: ASAP

A day in the life of an Outsourcing Manager

• lead relationships with outsourced customer service partners to ensure operational excellence and a premium customer experience;
• define, monitor and improve KPIs related to service levels and productivity, whilst also overlooking quality and customer satisfaction;
• identify improvement opportunities and drive corrective action plans with internal and external stakeholders;
• act as the key interface between Nespresso and outsourcing partner(s), ensuring alignment and collaboration;
• support the implementation of operational projects and service enhancements ;
• Coordinate effective 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.

As Outsourcing Manager, you report to the CRC Manager and are part of the Customer Relationship Centre (CRC) team of Nespresso BELUX.

What Will Make You Successful

• at least 2 years of experience at Team Leader level in a Customer Relationship Centre (CRC), contact center or customer oriented environment, with knowledge of operational performance, productivity and quality drivers;
• and/or experience managing outsourcing partners or external service providers, including governance, budget oversight, contract and relationship management;
• ability to assess, interpret and challenge performance through KPIs, dashboards and customer service metrics;
• proven stakeholder management and cross-functional collaboration skills in a complex environment;
• strong influencing and negotiation skills, with the ability to drive results without direct authority;
• proactive, hands-on mindset with a focus on continuous improvement, problem-solving and change management;
• fluency in English is required; French and/or Dutch are a strong asset, while Portuguese is a plus;
• interest in AI and digital innovation, leveraging data and technology to improve customer service operations and decision-making is an advantage.

What We Offer

• a full-time position;
• hybrid working arrangements with flexibility between office and home working;
• opportunity for occasional business travel to Portugal;
• an attractive compensation and benefits package;
• an international role with high visibility across markets and functions;
• exposure to customer experience transformation and continuous improvement initiatives;
• excellent development opportunities within Nespresso and Nestlé;
• a collaborative and supportive culture focused on innovation and continuous improvement;
• the opportunity to contribute to one of the world's most recognized premium brands.

Respect is at the heart of Nestlé's culture, of which room for differences is an important part. Differences between people who buy our products and in our workplace. We believe it is important that everyone feels welcome and safe at Nestlé, regardless your gender, religion, cultural background, age, disability or who you love. We are convinced that diversity leads to more creativity and innovation and moves our organization forward. That is why we actively work to create a culture and leadership that offers equal opportunities for all!

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