Senior Business Strategy Manager (B2B Customer Contact Center) Senior Business Strategy Manager (B2B Customer Contact Center)

Nestle Operational Services Worldwide SA•New York, NY

16d•$170,000 - $185,000•Hybrid

About The Position

The Senior Business Strategy Manager (B2B Customer Contact Center) will lead the building process of the short and long-term strategic goals and priorities for Nespresso USA’s support of it’s B2B Out-of-Home business within our B2B Customer Contact Center. The goal is to improve the organization’s market position by developing a best in class service model focusing on customer experience, identifying service and support opportunities and supporting B2Bs financial growth. This includes the annual building of the Operational Plan (OP) for the B2B function, as well as creating and revising the 3-year Market Business Strategy (MBS). This role will also continuously identify market level, above market, and Outsourcer workflow opportunities. This is a hybrid-based role that will work onsite at Nespresso USA’s office 2 days per week in New York City (Manhattan Herald Square) and 3 days remotely.

Requirements

Bachelor’s degree in Business Administration or in a related field required; Master’s degree preferred.
10+ years of experience working in business strategy, analytics and/or business support functions, preferably in B2B (Out-of-Home functions).
3-4+ years of People Leadership experience managing direct reports.
Fluency in MS Office (Word/Excel/Outlook/PowerPoint) required.
Must have excellent communication (oral and written), presentation, organizational and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
Must have strong analytical and financial management skills.
Willing and able to work under pressure to meet tight deadlines with minimal supervision.
Ability to lead through change management required.
Must possesses strong end-to-end thinking with strong strategic management and critical thinking skills.
Ability to multi-task and be agile required.
Willing and able to travel up to 10% based on the needs of the team and the business required.

Nice To Haves

Master’s degree preferred.

Responsibilities

Cross-functionally driving the change for B2B's ways of working, which includes identifying the needs of the B2B team, providing support and resources as well as ensuring B2B Service is a company priority.
Supervising the building, maintenance and documentation of all end-to-end (E2E) processes as well as the cross-functional ways of working to enable an unparalleled service experience for customers and partners.
Supervising the identification and resolution of organizational pain points to support a high performing organization.
Supervising the successful passing of audits and compliance projects.
Drive the achievement of business results, which includes the monthly business planning process, the identification of gaps vs. target, the dynamic and facilitating the building of contingency plans.
Define business priorities to meet the target.
Provide strong, dynamic leadership that mentors, develops, and guides team members.
Manages hiring, retention, performance management, and succession planning.
Delivers results for key performance indicators to meet and exceed department goals and expectations.
Engages and builds loyalty through promoting relationship building in communications.
Recruit, develop, motivate and manage a team to deliver superior performance and results.
Manage and comply with the HR and Line Manager’s Planning Cycle.
Leading by example in terms of Nespresso behavior and knowledge, dynamism, professionalism and result focus.
Animating and motivating team members by listening and providing care & support, recognition and rewards.
Continuously ensure structured and efficient communication.
Promotes and builds adherence to the Customer Relationship Center (CRC) strategy, both with top down and bottom up initiatives.
Align the CRC Management support on all key decisions and CRC strategy.
Providing a strategic framework for the building process of MBS, OP and OMP.
Facilitating an active team contribution to consider all possible business perspectives.
Summarizing the team contribution and translation into discussion papers and drafts.
Building of clear and easy to understand, yet relevant and complete strategy presentations.
Dive the stakeholder alignment within the broader Nespresso organization.
Considering today’s business reality while anticipating the future requirements.
Adjust the language to the target audience and ensure broad buy-in within the organization.