Consumer Engagement Regional Manager (Night Shift)

Nestlé; Meycauayan; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Nestlé Business Solutions in Meycauayan, Bulacan, PH, is seeking a Consumer Engagement Regional Manager to lead day-to-day CES delivery across the assigned Zone. The role focuses on operational performance, service excellence, consumer satisfaction, and people leadership to achieve business outcomes.

Ideal candidates have 5+ years in Contact Center operations, strong change management skills, and proven ability to manage cross-functional stakeholder partnerships. Night shifts may be required.

Qualifications

• 5+ years of solid experience in Contact Center operations.
• Strong leadership and people management capabilities.
• Proven English communication skills (written, reading, speaking).

Responsibilities

• Own regional service delivery performance by managing KPIs and operational targets.
• Lead CES Supervisors and drive high-performance culture through coaching and development.
• Act as the primary CES contact for assigned markets and manage escalations and service recovery.
• Identify and implement opportunities to drive innovation, automation and operational excellence.
• Monitor service quality and ensure consumer interactions align with brand standards.
• Collaborate with Workforce Planning to manage capacity and forecasting.
• Lead readiness activities for global/zone initiatives and onboarding of new markets.
• Coordinate with CES Solutions Leads, Zone Leadership, Market Teams, Quality, Training, HR.

Education

Bachelor’s Degree

Job description

Position Summary

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.

Position Snapshot

• Location: Meycauayan, Bulacan, PH
• Company: Nestlé Business Solutions
• Full-time
• Bachelor’s Degree
• 5+ years of experience

A DAY IN THE LIFE …

The Consumer Engagement Regional Manager leads the day-to-day delivery of Consumer Engagement Services within the assigned Zone by driving operational performance, service excellence, consumer satisfaction, employee engagement, and continuous improvement. The role ensures effective execution of CES strategies while delivering business outcomes through people leadership, operational governance, innovation implementation, and stakeholder partnership.

• Own regional service delivery performance by managing KPIs and operational targets, driving SLA achievement, and ensuring quality and consumer satisfaction objectives are met.
• Lead CES Supervisors and foster a high-performance culture through coaching, performance management, employee engagement initiatives, and talent development.
• Serve as the primary CES contact for assigned markets, building strong relationships with Zone stakeholders, translating market requirements into operational actions, and managing escalations and service recovery activities.
• Identify operational improvement opportunities and implement best practices to drive innovation, automation, simplification, and operational excellence.
• Monitor service quality performance and ensure brand-aligned consumer interactions while promoting a consumer‑centric culture across the organization.
• Partner with Workforce Planning teams to manage capacity, optimize resource utilization, and support volume forecasting and planning activities.
• Lead operational readiness activities for global and Zone initiatives, supporting change management, transitions, and new market onboarding.
• Collaborate closely with CES Solutions Leads, Zone Leadership, Market Teams, Quality, Workforce Management, Training, and HR to ensure effective service delivery and achievement of business objectives.

ARE YOU A FIT?

• 5+ years of solid experience in Contact Center operations
• Deep understanding of adaptation, localization, and transcreation best practices
• Experience in a management or leadership role supporting social media and analytics operations
• Strong project management, time management, written, and verbal communication skills
• Highly detail‑oriented with a strong drive for quality and excellence
• Proven English communication skills (written, reading, and speaking)
• Proven change management experience
• Demonstrated ability to communicate effectively across multiple channels, including calls, chat, email, and ticketing platforms
• Strong team‑oriented mindset with empathy, enthusiasm, ownership, accountability, adaptability, balance, and resilience
• Proven track record of successfully managing and leading project launches and rollouts
• Results‑oriented with a strong “can‑do” attitude
• Deep knowledge of Operations Management
• Good understanding of the interrelationship of key business functions, including Sales, Marketing, Finance, HR, Supply Chain, Technical, and IS/IT
• Knowledge of core business processes, including Sales and Distribution, Customer Planning and Management, Financial Reporting, Training, HR Policies, Traceability, and Quality Fundamentals
• Willing to work in the night shift