Job Information
Nestle Consumer Engagement Supervisor Social Media - French Speaker in Linda-a-Velha, Portugal
Position Snapshot
Location: Lisbon (Portugal)
Company: Nestlé Business Solutions (NBS)
Full-time/Hybrid Work: 2 days per week at the office (aligned with our current Policy)
Languages: Fluent in English and French
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 will be to plan and execute all operations for the market of reference, ensuring quality and relationship with stakeholders, while enriching brand reputation and lead the team with attention to people development and retention.
A day in the life of...
Management of the team, monitoring the daily workload and making adjustments when necessary to ensure the adequate coverage of the different tasks and compliance with the procedures
Ensures alignment of service delivery with all the guidelines set up for each Social Media Services line (e.g. Digital News and Alerts and social media Quick Response) from each Brand
Responsible of guiding and training the workforce, keeping them focus on the objectives, aligning the employees with the company’s Operational Master Plan (OMP)
Planning, monitoring and reviewing the job contributions
Monitor and measure performance and quality through all Social Media service lines, operations, processes and systems, ensuring results establish in SLAs and KPIs (e.g. Productivity)
Ensure the completion of onboarding processes and documentation of each business or market
Proactively collaborate with internal key stakeholders and brands to discuss KPI results, create plan of actions and discuss ideas of improvement of the service to try to better the practices and technologies used
Drive continuous improvement projects and transition activities
What will make you successful
Advanced knowledge in English and French (Mandatory)
Experienced in leading teams, proven history of training, coaching and mentoring
Experience working in a major BPO or Consumer Engagement environment
Experience managing full remote teams
Previous knowledge on Consumer Handling
Experience using help desk software and remote support tools
Knowledge of CRM systems and social media/Community Management
Experience in issues management and ability to handle stress
Excellent communication skills
Focus on brand reputation and good customer service
Ability to work in Matrix organization and high level of stakeholder service orientation
Results driven leadership style, challenging status quo mindset
High analytical skills
*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:
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