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**Position Snapshot** - Location: Esplugues de Llobregat (Spain) - Company: Nestlé España S.A. - Stream: Nespresso - Type of Contract: Permanent - Work Language: Fluent Business English **The role** In this role you will directly impact Nespresso’s business by driving quality in products and services, and driving compliance to safety, health, environment standards. You will safeguard a consistent consumer experience across channels by owning the feedback management process and driving cross functional continuous improvement through the execution of root cause analysis. You’ll ensure knowledge of customer facing channels is up to par, ensuring fulfillment of Nespresso Quality, Food Safety and SHE legal, internal and normative requirements applicable to Nestlé Spain - Nespresso Division. **What you’ll do** **Drive quality in products and services, and compliancy in safety, health, environment standards** - Manage omnichannel quality of service - Ensure certification and verification audits are passed and assure that actions are followed up - Ensure safety, health, and environmental compliance to local legislation - Plan, perform and coordinate with provider (SGS) Q&SHE audits as required by HQ, including: BTQ (all formats), Trade POS, warehouses, ASC and food suppliers. Action Plan follow up with the distributor. Implement innovative tools. Timely report results to HQ. - Run traceability exercises minimun annually including at least 1 reference per family (foods, food contact materials, machines, coffee). Coordinate with distributor's traceability exercises run by HQ. Define and follow up action plan for improvement if needed. Timely report results to HQ. - Lead implementation of Quality Management System (ISO 9001:2015) in Nespresso Division. Follow up of Action Plan as output from NQMS external audit, and fulfillment of Quality and Food Safety requirements in internal activities - Perform training sessions about Nespresso Quality, Food Safety and Food Defense requirements, including employees and relevant stakeholders. Coordinate trainings with HR BP. - Lead local development projects as agreed with Line Manager ensuring full compliance and food safety requirements. Povide regular feedback on the projects evolotion and ensure expected and timely output. **Safety and Health activities** - Ensure implementation of safety Nestlé guidelines in the market (BTQs, Trade POS, warehouses, Events). - Report safety KPIs monthly (SHE-PM and safety pyramid). Monitor distributor's safety KPIs. - Implement SHE activities (ej. BBS program) withing Nespresso Division in coordination with Nestlé Spain. - Program owner and Represent Nespresso Division as a member of the Safe Driving Commitee in order to effectively communicate and implement new guidelines (2017) - Support safe behaviours by monthly communicating "Sales Newsletter" (Trade team) and other safety alerts provided by HQ/Nestlé Spain (all). **Safeguard a consistent consumer experience across channels and keep knowledge of customer facing channels up to par** - Drive root cause analysis of top customer complaints - Drive continuous improvement of customer service quality throughout functions by leveraging customer feedback; communicated directly by customer, and collected indirectly through quality tests (e.g. mystery shopping) - Drive quality improvement sessions with the Team Leaders to ensure a harmonized and fair way of evaluating Coffee Specialists' quality of service and speech - Facilitate omnichannel customer-facing knowledge management (be the customer voice in the organization) **Budget Management Responsibilities** - Drive the organisation's business results by making tactical and operational decisions by building the department in a sustainable way - Define and drive the right iniatives to achieve business results - Support the Director in making optimal investments and decisions in the OP process for both CAPEX and OPEX - Manage and monitor the budget within the subdepartment - Drive improvements and efficiencies in the organisation by collaborating with other departments **People & Performance Management (indirect positions: environment)** - Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities - Build a strong team where teammembers collaborate effectively and understand their shared goals and purpose - Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals by use of the PDP methodology - Lead by example in terms of NLF behaviors and safety leadership - Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism **After Sales** - Ensure implementation of ASC Nespresso HQ guidelines in the market (internal and external workshops). - Ensure follow up
