Regional Consumer Experience Lead - 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

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