Nespresso Club Supervisor
NESPRESSO 4.0213 reviews - Montréal, QC

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Nestlé Nespresso S.A. is the market leader in premium portioned coffee and one of the fastest growing operating businesses of the Nestlé Group.


  • To head up and motivate the team, train its members and evaluate their performance.
  • To maintain and improve the standard of service provided to customers.
  • To ensure customer satisfaction as defined by the Nespresso vision.

Key Responsibilities:
Maintain and improve service standards

  • Transmit and apply the overall marketing vision of Nespresso.
  • Regularly evaluate the quality of the service provided to customers.
  • Guarantee proper working and quality of the service assistance.
  • Manage relationship with partners (printer, carrier, telephone company).

Supervise and optimize site organization

  • Make sure, in compliance with the service guidelines, that the Club responds flexibly to customers’ expectations and optimize the service if necessary.

Head up, motivate and manage the team

  • Define and allocate tasks, define each individual’s responsibility level.
  • Follow-up recruitments and make sure internal and national training program are well implemented.
  • Motivate the team and apply local incentives.
  • Fix targets for each member of the team, monitor and assess their performance.

Organize and direct Customer Follow-up

  • Define transverse projects.
  • Coordinate activities of the different customer portfolios.

Manage the Site budget

  • Take part in definition of the budget with the Club Director
  • Make sure that the allocated sums are used to best effect.

Interface with the Management and other services

  • Cooperate with the Club Director in drawing up sales volume and work volume forecasts.
  • Cooperate in the definition of the Club’s future by facilitating information feedback to headquarters and taking part in various projects; information circulation.

Implement and keep Business Continuity Plan updated


  • Minimum of 5 years of experience in call center Management is mandatory
  • University degree or equivalent experience
  • Perfectly bilingual ( French and English) both written and oral skills
  • Advanced knowledge in telephone business (equipment and software)
  • Strong Leadership and People Management skills
  • Communication skills
  • Analytical skills (good with numbers, identify problems, trends and suggest solutions)
  • Plan, prioritize and manage time, resources, budgets etc.
  • Knowledge in project management
  • Detailed knowledge with the Windows environment

The closing date for this posting is September 6th, 2013.

Please note that only selected candidates will be contacted for an interview.
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About this company
4.0213 reviews
Karriere bei Nespresso – gestalten Sie mit uns ein unvergleichbares Kaffee-Erlebnis! Nestlé Nespresso SA ist mit seinem Konzept im Markt...