CES Supervisor - German Speaker at Nestlé USA

Nestlé USA; Linda-a-Velha; Híbrido; EUR 32 000 - 52 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Meal allowance card

Flexible working environment

Flex Benefits

Career progression

International career opportunities

Local and international exposure

Wellbeing activities

Resumo da oferta

Nestlé Business Solutions (NBS) is seeking a Consumer Engagement Services Supervisor in Portugal to lead and develop the engagement team across social media channels. You will manage workloads, ensure service delivery quality, and partner with brands to improve processes and technologies.

The role emphasizes people development, stakeholder management, and a strong drive for continuous improvement, with a hybrid work model and opportunities for international exposure.

Qualificações

• Experience leading teams, including in remote environments.
• Experience in a BPO, consumer engagement, or customer service environment.
• Knowledge of CRM systems and social media management.
• Native or near-native German and strong English proficiency.

Responsabilidades

• Plan and execute operations for the assigned market and maintain SLAs and KPIs.
• Coach, train and develop team members and ensure proper onboarding documentation.
• Collaborate with internal stakeholders and brands to review KPI results and drive improvements.
• Lead continuous improvement initiatives and support transition activities.

Conhecimentos

German language proficiency

English proficiency

Team leadership

Customer service orientation

Ferramentas

CRM systems

Help desk software

Social media management 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

This Full time on site position offers great opportunities for career growth.

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

• Development of expertise in Nestlé’s Shared Solutions Business
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and wellbeing activities
• Competitive salary and annual bonus according to your performance
• Meal allowance card
• Flex Benefits - at NBS you can choose what benefits are more suitable for you
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career