CES Supervisor - German Speaker

Nestlé

Braga

Híbrido

EUR 40 000 - 60 000

Tempo integral

Há 6 dias

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Vantagens oferecidas por esta oferta de emprego

Competitive salary and annual bonus

Meal allowance card

Flexible Benefits

Resumo da oferta

Nestlé Business Solutions (NBS) in Braga/Lisbon, Portugal, is seeking a Consumer Engagement Services Supervisor for a full-time hybrid role (2 days per week in the office). The position requires native or near-native German and fluent English, with experience leading teams, including remote environments, in a BPO or customer service setting.

You will manage cross-brand social media support, coach staff, monitor KPIs, and drive continuous improvement while ensuring quality and stakeholder

Qualificações

Native or near-native German and advanced English (C1/C2).
Experience leading and developing teams, including in remote environments.
Experience in a BPO, Consumer Engagement, or customer service environment.
Knowledge of CRM systems, help desk software, and social media/community management.
Strong problem solving, analytical, and decision-making skills.
Excellent communication, stakeholder management, and customer service orientation.
Results-driven mindset with a focus on continuous improvement, brand reputation, and operational excellence.

Responsabilidades

Manage the team by monitoring daily workloads and ensuring coverage.
Ensure service delivery aligns with guidelines for Social Media Services lines.
Guide, coach, and train team members toward objectives and the Operational Master Plan.
Plan, monitor, and review employee performance.
Monitor and measure performance and quality across service lines and KPIs.
Ensure onboarding processes and proper documentation for each business/market.
Collaborate with internal stakeholders and Brands to review KPI results and identify improvement opportunities.
Drive continuous improvement initiatives and support transition activities.

Conhecimentos

German (native)

English (C1/C2)

Leadership

Remote leadership

Customer service

CRM systems

Ferramentas

CRM systems

Help desk software

Social media tools

Descrição da oferta de emprego

Position Snapshot

Location: Braga/Lisbon (Portugal)

Company: Nestlé Business Solutions (NBS)

Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)

Languages: Native/Near Native German and fluent in English

About Us

Nestlé Business Solutions (NBS) is at the heart of the Nestlé Group. We provide Supply Chain, Financial, HR, Digital & Social Media, CRM and Consumer Engagement services to enable Nestlé to engage with millions of consumers worldwide. We are a multicultural and diverse team of professionals. We are passionate about digital innovation and driving continuous improvement processes with colleagues across the world.

We are looking for talents who are eager to learn, team player, digitally-savvy, with an entrepreneurial mindset, and who can flourish in a fast-paced, dynamic environment.

If this describes you and you are looking to join a business where you can really add value, it is time to consider joining NBS!

At Nestlé Business Solutions (NBS), diversity and inclusion are core values. If you have any special needs, count on us to adapt your position.

Position Summary

The Consumer Engagement Services Supervisor reports to the Consumer Engagement Services Operations Lead. The main purpose of this position is to plan and execute all operations for the assigned market, ensuring quality standards and stakeholder relationships while enhancing brand reputation and leading the team with a focus on people development and retention.

A day in the life of...

Manage the team by monitoring daily workloads and making adjustments as needed to ensure adequate task coverage and compliance with established procedures;

Ensure service delivery is aligned with the guidelines established for each Social Media Services line (e.g., Digital News and Alerts and Social Media Quick Response) across all Brands;

Guide, coach, and train team members, keeping them focused on objectives and aligned with the company's Operational Master Plan (OMP);

Plan, monitor, and review employee performance and contributions;

Monitor and measure performance and quality across all Social Media service lines, operations, processes, and systems, ensuring results meet established SLAs and KPIs (e.g., productivity);

Ensure the completion of onboarding processes and the proper documentation for each business and market;

Proactively collaborate with internal stakeholders and Brands to review KPI results, develop action plans, and identify opportunities to improve services, practices, and technologies;

Drive continuous improvement initiatives and support transition activities.

What Will Make You Successful

Native or near-native proficiency in German and C1/C2 proficiency in English (Portuguese is a plus);

Proven experience leading, coaching, and developing teams, including in remote environments;

Experience in a BPO, Consumer Engagement, or customer service environment;

Knowledge of consumer handling, CRM systems, help desk software, and social media/community management;

Strong problem-solving, analytical, and decision-making skills, with the ability to perform under pressure;

Excellent communication, stakeholder management, and customer service orientation;

Results-driven mindset with a focus on continuous improvement, brand reputation, and operational excellence.

What We Offer

Here at NBS we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you: