Business Optimization Manager

**Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment.**

**Position Snapshot**

**Location: North Sydney**

**Type of contract: Permanent, Full Time**

We have an exciting and newly created Business Optimization Manager position to join our Customer Relationship Centre (CRC). This fast-paced, dynamic and hybrid role will provide essential insights to make business decisions to shape the future business of Nespresso and to better manage our customer experience.

**Position Summary**

**A day in the life of...**

Your main responsibilities will include, but not limited to:

- Design new business processes and/or renovate existing business processes to secure optimization of end-to-end customer lifecycle journeys, improve operational efficiency and support service quality.
- Drive Contact avoidance strategies by prioritizing customer self-service solutions in lifecycle journeys.
- Deep dive analytics tools, CRM and survey data to identify opportunities for improvement to business process and develop/drive required action plans.
- Implement tools to collect relevant data and produce data-driven analysis that secures customer experience objectives and drives efficiency.
- Work collaboratively with internal stakeholders to implement solutions that drive our business forward.
- Explore and quantify problems and opportunities, build business cases to justify ROI when suggesting implementing a new change to improve CX.

**What Will Make You Successful**
- Proven ability to diagnose business problems/opportunities based on process and data analysis
- Thorough understanding of contact centre industry
- Proven ability to proactively offer processes reengineering to elevate B2C/ B2B customer experience
- Advanced skills with Microsoft office, including but not limited to excel, power point, outlook, word
- Ability to translate technical and/or statistical analysis into actionable insights
- Advanced knowledge of process mapping tools
- Tertiary qualification in Business or related discipline (Project Management)
- Strong, effective interpretational skills
- Well-developed written and verbal communication skills
- High level of personal motivation and the ability to exercise initiative and work both independently and as part of a team
- Confident in working in a timeframe driven environment with the ability to balance competing priorities

**How you will be rewarded**
With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.
- Monthly Nespresso product credit and Welcome Gift
- Staff discounts across the Nespresso product range
- Annual Bonus Incentive Program
- Staff Recognition through our GreatNes awards
- Flexible Working Opportunities

**Please note: To be considered for this role you must have full working rights within the relevant location.**

**Nespresso is committed to a diverse and inclusive workplace that respects and supports people to perform at their best and develop their full potential.