Consumer Engagement Regional Manager (Night Shift)

Nestlé Global; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Nestlé Global is seeking a Consumer Engagement Regional Manager (Night Shift) to lead regional service delivery for CES across markets in the Philippines. This full-time role requires directing KPIs, coaching Supervisors, and ensuring high-quality consumer interactions aligning with Nestlé standards.

You will collaborate with Zone Leadership, Workforce Planning, and IT to optimize capacity, implement improvements, and support global initiatives while maintaining a consumer-centric culture on

Qualifications

• 5+ years of solid experience in Contact Center operations.
• Experience in a management or leadership role supporting social media and analytics operations.
• Proven English communication skills.
• Proven change management experience.
• Strong project management, time management, written and verbal communication skills.

Responsibilities

• 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.

Skills

Contact Center operations

Project management

Written and verbal communication

Change management

Leadership

English communication

Operations Management

Stakeholder management

Education

Bachelor’s Degree

Job description

Consumer Engagement Regional Manager (Night Shift)

Company: Nestlé Global

Job Type: Full Time

Location: Philippines

Position Snapshot

• 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 …

• 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

About the Company

Nestlé Global

Nestlé is the world's largest food & beverage company. We unlock the power of food to enhance quality of life for everyone, today and for generations to come.