POSITION SNAPSHOT

　　Location: Meycauayan, Bulacan, PH

　　Company: Nestlé Business Services

　　Full-time

　　Bachelor’s Degree

　　Position Summary

　　A day in the life of...

　　The CRM Supervisor is accountable for the overall operational excellence and delivery of CRM/ Campaign Deployment Team across projects and service lines.

　　Responsible for evolution of service lines in collaboration with solution leads and, in many cases, other NBS centres.

　　Managing team members and workstreams to bring value to the business by ensuring consistent first-time right service delivery.

　　Identifying, analyzing, solving, and presenting viable integrated solutions to address business problems.

　　Stakeholder/Client/Customer Management

　　Manage relationships with key business partners in market, business, or HQ.

　　Ensuring partner expectations are met and exceeded through service orientation, Total Service Quality etc.

　　Present insights and valuable observations to the business through monthly operations review

　　Resolve the issues and concerns of the Markets

　　Accountable for timely and accurately delivering of requests and reports

　　Facilitate discussions that can impact operational requirements (additional FTE, new scope, new capability of the team, trainings)

　　Access Management - ensuring that proper access management has been granted to each direct report, perform controls, and collaborate with Market Partners in terms of addition and deletion.

　　Service Line Evolution and Service Expansion

　　Drive service and solution evolution and developing expertise, cross-functional alignment (MSE, Market, Function, GMB, Zone, Agency, IBS) as an extension of the solution lead.

　　Share knowledge and experience in processes and tools. Conducts functional trainings for teams or partners when requested. Facilitate cross-center trainings for newly implemented tool modules (Ex: Benchmarking)

　　Lead the implementation of new ways of working across centres for specific projects or service lines.

　　Support tool enhancements, tool migration and tool improvement. Making sure that these changes has been cascaded to team members and Market counterparts and recorded in Standard Routine

　　Identify opportunities of service expansions through virtual tours and cross-selling sessions

　　Identify and handle new services for CRM Team

　　Align and implement the needed actions supporting planned transitions and inflows. Creating proposals for scope increase and ensuring social/digital best practices are included.

　　Project management (Example: PowerBI Dashboards, New scopes, Transitions)

　　Computation of FTE and triggering of Change Request Form

　　Creation of project plans and driving the completion of each milestone

　　Organize and facilitates of alignment calls with all project members

　　Drive the resolutions of issues and completion of action items

　　Updating of project status and reporting the project status to key business partners and IMS Lead

　　Manage Overall Operations in the Service Line

　　Creating of schedule

　　Create back-up system to ensure uninterrupted service delivery

　　Oversees task assignments and number of reports to delivery vs manpower in operations

　　Time-management of direct reports and leave approval

　　People management / Talent Management

　　Staffing/Recruitment

　　Process Improvement

　　Develop and evolve workflows and processes to scale digital and social media services and maximize productivity of the team.

　　Identify opportunities for improvements, implement best practices in collaboration with other teams and Partners

　　What Will Make You Successful

　　Strong CRM experience with exposure to tools such as SFMC or Adobe Campaigns

　　Solid knowledge of HTML and CSS preferably applied to email development

　　Basic knowledge of SQL querying for targeting is a plus

　　Basic Knowledge Javascript/AMPScript is a plus

　　1+ year of experience with an email marketing tool, like Adobe Campaign, Salesforce's Marketing Cloud, Oracle's Marketing Cloud (Eloqua)

　　Basic Knowledge of Photo Editing Application (Photoshop/ Photopea)

　　Google Analytics knowledge is good to have

　　Basic knowledge of targeting

　　Needs to understand and troubleshoot email client display issues

　　Familiar with reporting/data analysis KPI's for email marketing

　　Knowledge of Data Base management

　　Knowledge of Microsoft Office programs

　　Demonstrate experience dealing with various stakeholders/clients

　　Strong written and verbal communication skills

　　Strong organizational skills

　　Ability to drive continuous improvement

　　Experience in Marketing or in Sales at Nestlé or equivalent FMCG preferred.

　　University Degree (eg. marketing, business studies, communications, journalism, media studies, psychology) required.

　　Experience working in cross functional teams required.

　　English - fluent, business required.

　　Experience handling and leading teams preferred