Consumer Engagement Supervisor (German/English, Hybrid)

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

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.