CES Supervisor - German Speaker (opens in new tab)

Nestle SA; Braga, Lisboa; Hybrid; EUR 40,000 - 56,000; Full time

Benefits offered by this job

Flexible working environment

Annual bonus

Meal allowance card

Nestlé Club discounts

Free coffee at the office

Job summary

Nestlé Business Solutions (NBS) in Portugal is seeking a Consumer Engagement Services Supervisor to plan and run operations for the assigned market, ensuring quality and stakeholder relations while developing the team and retention.

The role requires leading, coaching, and developing teams in a BPO/consumer engagement context, with strong CRM and social media management knowledge. Flexible working and international exposure are offered.

Qualifications

• Native or near-native German and fluent English (Portuguese a plus).
• Proven experience leading, coaching, and developing teams, including 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.

Responsibilities

• Manage the team by monitoring daily workloads and ensuring coverage and adherence to procedures.
• Ensure service delivery aligns with guidelines for Social Media Services lines across brands.
• Coach and train team members to meet objectives and the Operational Master Plan.
• Monitor and review employee performance and contributions.
• Measure performance and quality across social media service lines to meet SLAs and KPIs.
• Complete onboarding processes and documentation for each business and market.
• Collaborate with stakeholders and Brands to review KPI results and develop action plans.
• Drive continuous improvement initiatives and support transition activities.

Skills

Team leadership

Remote leadership

Stakeholder management

Customer service

Problem solving

Communication

Operational excellence

Tools

CRM systems

Help desk software

Social media management

Analytics tools

Job description

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 theNestlé Group. We provide Supply Chain, Financial, HR, Digital &Social Media, CRMand 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 inthe 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 atNBSwe care about ourTalentsand we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance.Joininguswill bring you:

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

Mealallowancecard

FlexBenefits -atNBSyou canchoosewhat 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 withspecial discountsfor employees

Company equipment according to professional needs

Medicalsupport available at theoffice

E-learning courses and training program to get you where you aim to be

Career progression and possibilities forinternationalcareer