business development manager

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assistant revenue manager

bpo/hro client acquisition

business advisor

hr business partner

Modupay

<div>
 <ul>
 <li>
 
 
 Job Purpose:
 
 
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 </ul>
 
 Act as a strategic HR partner to business leaders and employees across Modupay&rsquo;s functions. Drive organizational effectiveness by leading Performance Management cycles, refining HR Policies &amp; Procedures, champion organization-wide engagement initiatives and providing expert Employee Relations support.
 
 
 As the SPOC for all HR-related matters, this role is pivotal in aligning HR strategies with business objectives, fostering a positive work culture and ensuring compliance across all departments.
 
 
 
 
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 Key Accountabilities:
 
 
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 Performance Management
 
 
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 Performance Cycle Management:
 
 Lead end-to-end Performance Management cycle, including objectives setting, mid-year reviews, and annual appraisals ensuring alignment with business objectives and timelines.
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 Coaching &amp; Guidance:
 
 Coach managers and employees on performance-related matters, providing guidance on goal setting, feedback delivery, and individual development plans (IDPs).
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 Data-Driven Insights:
 
 Analyze performance data to identify trends, gaps, and opportunities, providing actionable insights to leadership for talent development and succession planning.
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 Calibration &amp; Fairness:
 
 Facilitate calibration sessions to ensure consistency and fairness in performance ratings across departments.
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 </ul>
 
 
 
 
 
 Policies &amp; Procedures
 
 
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 Policy Development &amp; Refinement:
 
 Develop, review, and update HR policies and procedures to ensure they remain current, compliant with local labor law and aligned with Modupay&rsquo;s evolving business needs.
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 HR Handbook Management:
 
 Own the Employee Handbook ensuring it is accessible, clearly communicated, and consistently applied across the organization.
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 Compliance &amp; Risk Mitigation:
 
 Partner with Legal and Compliance teams to ensure all HR practices adhere to regulatory requirements, minimizing organizational risk.
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 Process Improvement:
 
 Continuously assess and improve HR processes for efficiency, automation, and a better employee experience.
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 </ul>
 
 
 
 
 
 Organizational Development (OD)
 
 
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 Organizational Design:
 
 Partner with business leaders on organizational structure reviews, workforce planning, and role rationalization to support scalability and agility.
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 Talent Management Support:
 
 Collaborate with Talent Acquisition and L&amp;D teams to identify skill gaps, support succession planning, and drive career pathing initiatives.
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 Change Management:
 
 Support organizational change initiatives by assessing impact, facilitating communication, and guiding employees and managers through transitions.
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 Culture &amp; Engagement:
 
 Act as a culture champion, driving employee engagement initiatives and fostering an inclusive, high-performance work environment.
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 </ul>
 
 
 
 
 
 Employee Relations &amp; Stakeholder Management
 
 
 <ul>
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 Single Point of Contact (SPOC):
 
 Serve as the primary HR contact for all departments, building trusted advisor relationships with managers and employees.
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 Employee Relations Management:
 
 Handle complex employee relations cases, including grievances, disciplinary actions, and investigations, ensuring fairness, confidentiality, and compliance.
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 Conflict Resolution:
 
 Resolve workplace conflicts, promoting a healthy and respectful work environment.
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 Advisory Role:
 
 Provide day-to-day HR advice and support to managers and employees on a wide range of HR matters.
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 </ul>
 
 
 
 
 
 
 <ul>
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 Skills &amp; Experience:
 
 
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 </ul>
 
 
 
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 Experience:
 
 6-8 years of proven experience as an HR Business Partner, preferably within a corporate, banking, fintech, or fast-paced scaling environment.
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 Organizational Development (OD):
 
 Solid, hands-on experience in OD initiatives.
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 Employee Relations:
 
 Deep expertise in managing complex employee relations cases, disciplinary processes, and grievance handling.
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 Stakeholder Management:
 
 Proven ability to build credible relationships and influence stakeholders at all levels, acting as a trusted SPOC.
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 Policy &amp; Process Orientation:
 
 Strong experience in drafting, implementing, and refining HR policies and procedures with a keen eye for compliance and operational efficiency.
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 Problem-Solving:
 
 Proactive mindset with the ability to navigate ambiguity, handle sensitive situations with discretion, and provide practical solutions.
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 Communication:
 
 Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
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 Tech Savvy:
 
 Proficiency in SAP and Microsoft Office applications.
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 </ul>
 
 
</div>

HR Business Partner

Orascom Development Egypt

<div>
 
 
 Job Summary:
 
 
 
 
 
 
 The HRBP Senior Manager is responsible for managing and supporting core HR activities for assigned business units, including organizational restructuring, manpower planning and budgeting, rewards alignment, and performance management. The role ensures HR policies are applied correctly, supports managers in handling people&rsquo;s matters, and helps maintain a fair, consistent, and efficient work environment.
 
 
 
 
 
 
 Responsibilities:
 
 
 
 
 
 <ul>
 <li>
 Support business units in managing day-to-day HR matters and ensure alignment with company policies and procedures.
 </li>
 <li>
 Lead and support organizational restructuring initiatives, including reviewing structures, spans and layers, and role alignment.
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 Manage manpower planning and budgeting, monitor headcount, and ensure alignment with approved workforce plans.
 </li>
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 Support total rewards activities including salary structure application, grading alignment, and internal equity in coordination with the C&amp;B team.
 </li>
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 Oversee the performance management cycle including objective setting, mid-year reviews, final evaluation, calibration, and development planning.
 </li>
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 Provide advice on employee relations matters, policy interpretation, disciplinary actions, and conflict resolution while ensuring fairness and compliance.
 </li>
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 Work closely with Talent Acquisition to ensure recruitment requests are aligned with structure, budget, and role requirements.
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 Analyze HR reports, workforce trends, and key metrics to support decision-making and improve HR effectiveness.
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 Support succession planning, talent identification, and development planning within assigned business units.
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 Contribute to employee engagement initiatives and support management in addressing team challenges and improving work climate.
 </li>
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 Participate in HR projects, process improvements, and change implementation within the business.
 </li>
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 Coach and guide HR team members within the HRBP function to ensure high-quality support and service delivery.
 </li>
 </ul>
 
 
 
 
 
 Knowledge, Skills &amp; Experience:
 
 
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in business administration, Human Resources, or related field (master&rsquo;s degree is a plus).
 </li>
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 Minimum 10 years of progressive HR experience, with experience as an HR Business Partner or HR Generalist.
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 Previous managerial / supervisory experience is required.
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 Proven experience in organizational restructuring, budgeting, rewards, and performance management.
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 Strong understanding of HR operations, policies, and labor law.
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 Good business understanding with the ability to support managers in operational people decisions.
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 Strong communication, interpersonal, and stakeholder management skills.
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 Analytical mindset with ability to work with HR data and reports.
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 Problem-solving, conflict resolution, and decision-making capabilities.
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 High level of integrity, confidentiality, and professionalism.
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 Excellent presentation and communication skills
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 Advanced proficiency in Microsoft PowerPoint and Excel
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 </ul>
 
 
</div>

Human Resources Business Partner Senior Manager

Amazon

<div>
 
 Description
 
 
 
 The core part of The HR Associate Partner responsibilities will be taking care and addressing associate queries, placing engagement with associates as your primary focus within our Fulfillment Center . As an integral part of the HR team, you will deliver the highest quality of service to our internal and external customers; ensuring associates are supported through effective query handling and problem solving, followed closely by a high level of process understanding and administrative support.
 
 
 Key job responsibilities
 
 
 
 Responsibilities Include But Are Not Limited To
 
 
 
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 Split time between the HR Hub onsite in the Fulfillment Center, and walking the floor to engage with associates.
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 Provide Associate support on HR related topics (documentation of and follow-up on requests, escalation of issues, problem solving, meeting notes), ensuring an engaging workplace environment by staying close to the associates and facilitating engagement activities
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 Time and Attendance: Partner with site teams to ensure employees are on the correct schedule and shift patterns. Compile reports to support sites in identifying time and attendance irregularities, and point out when something doesn&rsquo;t look right &ndash; ensuring our associates are paid correctly and on time.
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 Partners with payroll teams to ensure accurate and timely payroll inputs.
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 Roster Management: Partner with site teams to ensure roster accuracy through audits, reporting, and modifications.
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 Assisting ops Team with Peak related activities and engagements.
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 Leads process improvement initiatives. Develops suggestions for improvements to maximize value of resources.
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 Ability to learn and navigate internal Amazon systems as resources to execute overall job duties.
 
 
 </li>
 </ul>
 A day in the life
 
 
 You will be stationed inside of the Amazon warehouses we call fulfillment centers, where there are more than 1000 employees ranging from operations department, support functions such as HR, IT, Procurement, Finance, Facilities, Projects etc.
 
 
 
 About The Team
 
 
 
 Egypt FCs are located in El Suez road close to El Rehab &amp; Mirage Mall and 10th of Ramadan. The People, Experience and Technology (PXT) team is based on site and working on rotational shift basis. This job therefore will require rotating on monthly basis between morning and night shifts. The shift is 10 hours including 1 hour break. The site is operational 7 days a week, thus the team covers all shifts across the 7 days (including Fridays &amp; Saturdays), thus the HR team covers all operational shifts.
 
 
 Transportation is provided through shuttle buses from central meeting points. Females will be provided door-to-door transportation during night shifts following the labor Law statutory requirements.
 
 
 
 Basic Qualifications
 
 
 
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 6+ months of human resources experience
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 1+ years of Microsoft Office products and applications experience
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 Speak, write, and read fluently in English, and have the ability to take direction in English
 
 
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 </ul>
 
 Preferred Qualifications
 
 
 
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 1+ years of human resources experience
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 Experience in warehouse operations and logistics or equivalent
 
 
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 Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.
 
 
 
 
 Company
 
 - Souq.com for E-Commerce LLC
 
 
 Job ID: A3202203
</div>

HR Associate Partner, PXT

Lafarge Egypt

<div>
 
 
 
 WHO IS LAFARGE?
 
 
 
 
 As a member of Holcim Group, a global leader in innovative and sustainable building solutions, Lafarge is enabling greener cities, smarter infrastructure, and improved living standards all over Egypt. With sustainability at the core of our strategy, we are becoming a net-zero company, thriving with our people and communities. Lafarge Egypt launched one of the largest cement plants in the MENA region which is located in Ain Al-Sokhna, with a plant capacity of 9.5 MT and 5 state-of-the-art production lines. Through its established business operations in Cement, Ready-Mix concrete, Lafarge Egypt has demonstrated its commitment to the provision of sustainable building materials. Lafarge Egypt continuously seeks to meet the needs of a wide range of customers including but not limited to individual homebuilders, large construction companies, architects, or local artisans, powered by 1500 passionate employees.
 
 
 
 
 
 
 
 Overview:
 
 
 
 
 The People Generalist provides hands-on HR support to the company&rsquo;s supporting functions by executing core HR processes, assisting managers with employee relations and performance management, and ensuring compliance with policies and labor law.
 
 
 Acting as a reliable People partner, the role enables smooth HR operations and contributes to a positive employee experience within Supporting functions.
 
 
 
 
 
 
 
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 Health &amp; Safety:
 
 
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 Adhere to and enforce relevant legislation and policies and ensure that the highest degree of safety and safe working practices are maintained.
 
 
 
 
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 Functional:
 
 
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 1. People Advisory &amp; Partnership
 
 
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 Provide timely, practical HR guidance to functional managers on workforce planning, talent management, and employee relations.
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 Support managers in applying HR policies, labor law, and governance frameworks consistently and fairly.
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 Help interpret people data and reports to inform decision-making.
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 2. Performance &amp; Talent Support
 
 
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 Facilitate the performance management process by coaching managers on goal setting, feedback, and development conversations.
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 Assist in talent reviews, succession planning discussions, and development initiatives coordinated by HR Centers of Expertise.
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 Support learning program rollouts and encourage employee participation.
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 3. Employee Relations &amp; Engagement
 
 
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 Assist managers with handling employee relations issues, grievance investigations, and conflict resolution following HR guidance.
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 Promote a positive work environment by supporting engagement activities and internal communication efforts.
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 Act as a liaison between employees, managers, and HR specialists.
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 4. Change &amp; Process Support
 
 
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 Support functional leaders during organizational changes or restructures by coordinating communication and people transition activities.
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 Assist in driving adherence to HR processes and continuous improvement initiatives.
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 Help managers and employees navigate change with clear guidance and empathy.
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 5. Compliance &amp; HR Operations Coordination
 
 
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 Ensure that HR policies, labor laws, and corporate standards are followed within supported functions.
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 Coordinate with HR operations teams to ensure accurate employee data, payroll inputs, and personnel administration.
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 Track HR metrics relevant to the functions and escalate issues as needed.
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 Education
 
 :
 
 <ul>
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 Bachelor&rsquo;s degree in Human Resources Management, Business Administration, Industrial Relations, or a related discipline.
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 Postgraduate qualification (MBA, Master&rsquo;s in HR Management, Organizational Development, or Industrial Management) is preferred.
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 Continuous professional development in labor law, leadership, change management, and industrial relations is expected.
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 Technical Skills:
 
 
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 Proficiency in HR Information Systems (e.g., SAP SuccessFactors, Oracle HCM, or local HRIS).
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 Strong MS Office skills, especially Excel for data analysis and reporting.
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 Ability to manage and interpret HR data and generate meaningful reports.
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 Basic knowledge of applicant tracking systems (ATS) and e-learning platforms is a plus.
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 Experience:
 
 
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 Minimum 2 - 5 years of progressive HR experience, preferably within multinational and industrial/manufacturing environments.
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 Good understanding of Egyptian labor law and HR best practices.
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 Experience with HRIS and payroll processes is advantageous.
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 </ul>
 
 
 
 
 
 
 
 
 
 
 
 
 WHO ARE LAFARGE PEOPLE?
 
 
 
 
 Lafarge people are passionate about finding better ways to build. They embrace innovation and improvement with a pioneering spirit. They work as trusted partners, creating better solutions and experiences for their customers, communities, and colleagues.
 
 
 
 
 
 
 
 YOUR LAFARGE EXPERIENCE
 
 
 
 
 At Lafarge, there is endless opportunity for you to play your part. Whether you&rsquo;re in a technical, managerial, or frontline role, you can shape a career that works for you. With us you&rsquo;ll have the chance to embrace the passion we share for our planet. You&rsquo;ll be encouraged to seek out diverse perspectives, share your ideas, and build the skills and connections you need to perform at your best. Because it&rsquo;s only when we work together in a culture where everyone thrives, that we can build the world we all want to live in.
 
</div>

People Generalist

Al Ahly Momkn

<div>
 A subsidiary of Al Ahly Capital, Al Ahly Momkn is a fast-evolving Fin-tech company committed to promoting secure, convenient &amp; seamless payment solutions and financial services for business owners, service providers and consumers across Egypt.
 
 
 At Al Ahly Momkn, we foster a culture of innovation, collaboration, and personal growth.
 
 
 
 We believe in empowering our employees to unleash their full potential and make a real impact in their roles. As part of our team, you'll have the opportunity to work on exciting projects, learn from industry experts, and be part of a supportive and inclusive community.
 
 
 
 
 
 
 HR Operations Management:
 
 
 
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 Supervise and coordinate the end-to-end HR administrative processes including employee lifecycle &ldquo;onboarding, offboarding, internal transfer, status change, etc.&rdquo; in a timely and accurate manner.
 
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 Resolve employee issues effectively and ensure timely support.
 
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 Conduct internal investigations and manage disciplinary actions as needed.
 
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 Liaise with governmental bodies like the Labor and social insurance offices.
 
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 Ensure compliance with labor laws, company policies, and industry regulations across all HR operational activities.
 
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 Manage employment contracts, probation reviews, contract renewal process, and documentation compliance.
 
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 </ul>
 
 
 Employee Data Management:
 
 
 
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 Oversee the accuracy, confidentiality, and integrity of employee data across HR system and database.
 
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 Manage employee records lifecycle, including creation, updates, archival" physical &amp; Digital", and deletion in compliance with data protection regulations.
 
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 Ensure timely and accurate updates to employee information such as promotions, transfers, status changes, and personal details.
 
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 Conduct regular audits of employee data to identify discrepancies and ensure compliance with internal policies and external regulations.
 
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 Support data-driven decision-making by providing clean, structured, and reliable employee data for analytics and reporting.
 
 </li>
 </ul>
 
 
 Social, Medical &amp; Life Insurance:
 
 
 
 <ul>
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 Manage &amp; handle the administration of the medical insurance program, including approvals, refunds, monthly chronic cases, complaints, critical cases and claims.
 
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 Manage the administration of the life insurance program.
 
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 Manage &amp; handle the renewal process for the medical &amp; Life insurance.
 
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 Supervise the social insurance process such as &ldquo;forms 1, 2, &amp; 6, title change requests, etc.&rdquo;.
 
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 Review the social insurance monthly statement transaction before payment process.
 
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 </ul>
 
 
 Team Leadership:
 
 
 
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 Lead and coach a team of HR Operations Specialists/Seniors/ Team Leader.
 
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 Monitor performance, provide feedback, and support career development of the team.
 
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 </ul>
 
 
 Process Improvement &amp; Projects:
 
 
 
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 Identify opportunities to streamline and automate HR processes, reducing manual work and improving efficiency.
 
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 Partner with the stakeholders to implement process enhancements and system upgrades.
 
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 Lead or participate in HR projects such as policy reviews, audits, or employee experience initiatives.
 
 </li>
 </ul>
 
 
 Reporting &amp; Analytics:
 
 
 
 <ul>
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 Generate and analyze HR reports (headcount, attrition, demographics, e.g.) to support HR decision-making.
 
 </li>
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 Monitor HR SLAs, KPIs, and service delivery quality for the HR Operations team.
 
 </li>
 <li>
 
 </li>
 <li>
 
 
 
 
 
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 </ul>
 Requirements
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 
 </li>
 <li>
 7+ years of experience in HR Operations.
 
 </li>
 <li>
 Solid understanding of social insurance and labor laws.
 
 </li>
 <li>
 Excellent organizational, analytical, and communication skills.
 
 </li>
 <li>
 Ability to manage multiple priorities and lead process improvements.
 
 </li>
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 Problem-solving mindset with a focus on operational excellence.
 
 </li>
 <li>
 Good command of English.
 
 </li>
 <li>
 Proficient in MS Office.
 
 
 
 
 </li>
 </ul>
 Benefits
 
 
 <ul>
 <li>
 Embark on an exciting journey with the Fin-Tech Experts.
 
 </li>
 <li>
 Join a workplace that actively encourages and supports all talents.
 
 </li>
 <li>
 A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
 
 </li>
 <li>
 Join us in our mission to accelerate financial inclusion and make financial freedom accessible to all.
 
 </li>
 </ul>
</div>

HR Operations Supervisor

Pebl

<div>
 
 Purpose in Every Position
 
 
 
 Pebl puts a world of talent at your fingertips. With our AI-powered Global Work Platform&trade;, companies can hire, pay, and manage employees in 185+ countries&mdash;removing risk, red tape, and guesswork from global growth. Backed by more than a decade of compliance leadership and local expertise, Pebl helps businesses move fast, stay compliant, and scale with confidence. With Pebl, companies everywhere can hire great talent anywhere.
 
 
 
 Where Your Work Moves the Needle.
 
 
 
 At Pebl, every team member drives our success. Joining us means more than filling a role&mdash;you&rsquo;re accountable for results and impact. Our values guide how we operate, execute, and collaborate across borders. By putting them into action, you&rsquo;ll help us scale faster, compete harder, and lead the future of global work.
 
 
 
 What Makes You a Great Fit
 
 
 
 We are seeking an experienced Human Resources Specialist to manage the employee lifecycle, with a particular emphasis on seamless onboarding and off-boarding processes for both our supported employees and clients. This role involves cultivating positive relationships, efficiently managing HR data, and providing expert guidance on HR-related matters. The ideal candidate will possess excellent communication and interpersonal skills, a strong understanding of employment law, and a highly organized, efficient, and approachable demeanor.
 
 
 
 How You'll Make An Impact
 
 
 
 <ul>
 <li>
 Coordinate all aspects of on onboarding and offboarding for supported employees, collaborating closely with global internal teams (Immigration, Payroll) and external service providers.
 </li>
 <li>
 Provide expert-level support to our clients, managing client queries and advising on benefits, international payroll, expense reporting, and other HR matters acting as a regional expert.
 </li>
 <li>
 Manage client relationships in conjunction with members of the client services team
 </li>
 <li>
 Drive employee satisfaction amongst our supported employees with sincerity and passion, always with a customer service mindset
 </li>
 <li>
 Drive client satisfaction through quick onboarding timelines and always maintaining our resolution time SLA
 </li>
 <li>
 Assist in training new members on your team
 </li>
 <li>
 Manage and audit all HR records, including personal information, onboarding and offboarding documents, personal documents, contract documents, and job-specific information
 </li>
 <li>
 Ensure compliance with the local employment law in every process and notify proper points of contact of any rectification needs
 </li>
 <li>
 Be aware of applicable Collective Agreements and partner with required teams to ensure compliance
 </li>
 <li>
 Collaborate with internal teams who require regional-specific expertise (examples include but are not limited to Knowledge Base maintenance, and Product Development)
 </li>
 <li>
 Anticipate and identify potential issues, assist in the root cause analysis, and raise it to the concerned teams while ensuring proper resolution
 </li>
 <li>
 Other duties as assigned&hellip; as a high-growth company, we embrace supporting ALL areas of the business
 </li>
 <li>
 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
 
 
 </li>
 </ul>
 
 Let's Connect If You Have
 
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Human Resources or equivalent experience
 </li>
 <li>
 4-6 years of regional (Egypt) Human Resources experience required
 </li>
 <li>
 Business proficiency in the English language and Arabic required
 </li>
 <li>
 Research-oriented, exceptional organizational skills and attention to detail with ability to quickly assimilate information
 </li>
 <li>
 Excellent presentation, verbal and written communication, and listening skills
 </li>
 <li>
 Technology-literate, including Google &amp; Microsoft Office suite
 </li>
 <li>
 Excellent communication and interpersonal skills
 </li>
 <li>
 Friendly and professional demeanor
 </li>
 <li>
 Good organizational skills
 </li>
 <li>
 Conflict handling and resolution skills
 </li>
 <li>
 Advanced knowledge of employment law
 </li>
 <li>
 Empathy and an approachable demeanor
 </li>
 <li>
 Attentiveness and honesty
 </li>
 <li>
 Interest in international business and contributing at a consistently high level
 </li>
 <li>
 Nice to have: previous experience working within EOR or HR Outsourcing
 </li>
 <li>
 Nice to have: previous experience working through CRM systems
 
 
 </li>
 </ul>
 
 Our Commitment to You
 
 
 
 At Pebl, we&rsquo;re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include:
 
 
 <ul>
 <li>
 Flexible Time Off &ndash; Take the time you need to recharge.
 </li>
 <li>
 Parental Leave &ndash; Support for growing families.
 </li>
 <li>
 Health and Dental Insurance &ndash; Where applicable, to cover you and your loved ones.
 </li>
 <li>
 Retirement Savings + Employee Incentive Plan &ndash; Plan for the future while sharing our success.
 
 
 </li>
 </ul>
 Please visit our career page for more information.
 
 
 
 Pebl is an Equal Opportunity Employer.
 
 
 
 We power global teams and believe diverse perspectives drive innovation and impact. Employment decisions at Pebl are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. We&rsquo;re committed to fostering an inclusive culture where every teammate can thrive and do the best work of their career&mdash;anywhere in the world.
 
 
</div>

HR Specialist

Nestlé

<div>
 
 CRC Cluster Manager
 
 
 
 
 POSITION SNAPSHOT
 
 
 
 Location: Cairo, Egypt
 
 
 Company: Nestl&eacute; Egypt
 
 
 Full-time
 
 
 
 Position Summary
 
 
 
 The role is responsible for leading the Customer Relationship Center (CRC) and driving its overall performance as a key consumer-facing channel. This includes ensuring exceptional sales, service, and technical support delivery in alignment with the company&rsquo;s Consumer Experience strategy. The position will define and implement the market CRC strategy, fostering a strong culture of continuous improvement while ensuring efficient, agile, and customer‑centric operations both internally and with the outsourced partner.
 
 
 
 A DAY IN THE LIFE &hellip;
 
 
 
 <ul>
 <li>
 Maintain a deep understanding of customer needs and expectations, and promote a customer‑centric mindset across the organization.
 </li>
 <li>
 Define the CRC strategy in alignment with the global framework, market priorities, budget, and available resources, ensuring strong internal visibility and alignment.
 </li>
 <li>
 Lead customer service topics within CCS and ensure the right level of focus and execution.
 </li>
 <li>
 Translate strategic objectives into operational programs and projects for the CRC team.
 </li>
 <li>
 Ensure adherence to the CRC strategy by leveraging expert team members for local initiatives and participation in international projects requiring operational expertise.
 </li>
 <li>
 Support the Direct Manager in making optimal operational and investment decisions.
 </li>
 <li>
 Manage budgets in line with the Operational Plan and ensure compliance with corporate audit standards.
 </li>
 <li>
 Ensure an accurate Dynamic Forecast in collaboration with Finance, with proper follow‑up on budget actions.
 </li>
 <li>
 Conduct regular market benchmarking of customer service practices against internal Nespresso CRCs and leading external CRCs.
 </li>
 <li>
 Actively contribute to the Global CRC community, sharing best practices and building strong cross‑market relationships.
 </li>
 <li>
 Promote effective communication and alignment with all Nespresso channels (Trade, B2B, e‑Commerce, Boutiques, Marketing, CRM, Supply Chain, Finance, HR) to enable a seamless customer experience and strong commercial focus.
 </li>
 <li>
 Ensure outsourcing partners operate in alignment with Nespresso brand guidelines, remain cost‑efficient, and comply with Nestl&eacute; regulations; identify risks and implement corrective measures when needed.
 </li>
 <li>
 Collaborate with Procurement on establishing and managing Service Level Agreements with third‑party providers.
 </li>
 <li>
 Uphold and promote the Nespresso culture across internal teams and external partners.
 </li>
 <li>
 Facilitate effective knowledge management to support omni‑channel customer interactions.
 </li>
 <li>
 Apply Nespresso HR and people management principles consistently across the team.
 </li>
 <li>
 Conduct performance appraisals and development plans, empowering team members to lead their own growth.
 </li>
 <li>
 Identify and develop talent through training, job enrichment, and networking opportunities.
 </li>
 <li>
 Recognize and reward collaboration and knowledge sharing to maintain team engagement.
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 <li>
 Participate in recruitment activities, conducting interviews and validating new hires with HR.
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 <li>
 Address performance or behavioral issues promptly and fairly in alignment with the Nestl&eacute; Leadership Framework.
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 Ensure a strong team development and succession plan is in place.
 
 
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 </ul>
 
 What Will Make You Successful&hellip;
 
 
 
 <ul>
 <li>
 University degree or equivalent in Commercial or Business studies.
 </li>
 <li>
 Certifications in CRC Business Management and/or Customer Experience Standards.
 </li>
 <li>
 Minimum of 6+ years of Workforce Management experience in a medium to large, multi-site call center environment (required for senior positions).
 </li>
 <li>
 Experience in Customer Service and Sales within B2C and/or B2B environments (e.g., customer focus, products, services, contracts, payment terms, delivery).
 </li>
 <li>
 Experience in a comparable role within a customer‑focused or service‑oriented environment.
 </li>
 <li>
 Experience in leading, managing, and developing individuals and teams.
 </li>
 <li>
 Project management experience.
 </li>
 <li>
 Experience in implementing and/or selecting CRC tools, including telephony systems, workforce management platforms, and quality‑coaching tools.
 </li>
 </ul>
</div>

Cluster Manager

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