Consumer Engagement Regional Manager (Night Shift)

Nestle; Meycauayan; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Nestlé in Meycauayan, Bulacan, PH is seeking a Consumer Engagement Regional Manager to lead day-to-day CES delivery across the region. You will drive performance, service excellence, consumer satisfaction and employee engagement while guiding the team toward operational excellence.

The role requires strong leadership, project management, and English communication skills, with a focus on collaborating with Zone stakeholders and implementing innovations to improve processes and outcomes.

Qualifications

• 5+ years of solid experience in Contact Center operations.
• Proven ability in adaptation, localization, and transcreation practices.
• Experience in a management or leadership role supporting social media and analytics operations.
• Strong project management and time management skills.
• Excellent written and verbal English communications.

Responsibilities

• Own regional service delivery performance by managing KPIs and meeting SLA targets.
• Lead CES Supervisors and foster a high-performance culture through coaching and talent development.
• Serve as primary CES contact for assigned markets and manage escalations and service recovery.
• Identify operational improvement opportunities and implement best practices.
• Monitor service quality and ensure brand-aligned consumer interactions.
• Collaborate with Workforce Planning to manage capacity and forecasts.
• Lead readiness activities for global and Zone initiatives and onboarding.
• Coordinate with CES Solutions Leads and HR to ensure objectives are met.

Skills

Contact Center operations

English communication

Project management

Leadership

Stakeholder collaboration

Change management

Operations management

Team coaching

Education

Bachelor’s Degree

Job description

POSITION SNAPSHOT

Location: Meycauayan, Bulacan, PH

Company: Nestlé Business Solutions

Full-time

Bachelor’s Degree

5+ years of experience

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.

Our Team in Nestlé Business Solutions 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 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