Social Customer Service Supervisor - Social Media & Ratings/Reviews (Remote Opportunity)

At Nespresso we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with first-rate opportunities to push the boundaries of coffee exploration.

Job Description:

The Social Customer Service Supervisor will be responsible for constantly monitoring Nespresso USA’s Social Media and Ratings & Reviews channels to ensure consistent communication and engagement with the community; encourage loyalty and foster conversation around the brand. This role will generate reports to measure the success of the various tactics, programs and initiatives, define best practices and recommend future actions in line with the Social Media strategic plan & CRC OMP. This role will also ensure customer satisfaction through timely responses and KPI adherence, escalating any issues to the appropriate internal teams.

The Social Customer Service Supervisor is also a People Leader role so you will also train, coach, evaluate and develop team in alignment with succession planning and individual career growth. This role will also serve as the super user and subject matter expert within the Customer Contact Center for Social Media customer service platforms and technologies. This is a remote-based opportunity and full flexibility including weekdays and weekends are required. This is not a Social Media Marketing or Social Media Management position.

Responsibilities:

Daily Digital & Social Media Team Operations

• Acts as Manager in absence of Digital and Social Media Customer Service Manager.
• Communicate and coordinate customer service, production and strategy/planning teams ensuring that community strategy supports overall brand goals and objectives.
• Monitor and review content plan and strategy to anticipate and communicate the potential impact of Social strategies on Customer Relations Center and customers.
• Assist with creation, conception and presentation of Social Media strategy and integrated marketing campaigns and its impact on the operation; accomplished through attendance at key cross-functional meetings such as Weekly Marketing Status, harnessing the communication and alignment between Marketing and CRC.
• Oversee the day-to-day operation, ensuring adherence in achieving KPIs across both the Digital & Social Media teams.
• Provide Manager Consumer Engagement Services with observed insights, business learnings, analysis, and trends gathered from customer contacts on social platforms.
• Fulfill additional asks from Manager Consumer Engagement Services as needed.
• Cross-functionally liaise with other departments/teams as needed, including but not limited to Quarterly IRT sessions, WORs, Weekly Huddles and quality updates.
• Ensure timely resolution of escalated customer contacts through defined internal procedures.
• Maintain consistent, daily awareness of SL across all digital and social touchpoints, working with operations supervisors and analyst to quickly pivot resources across any Digital and Social Media touchpoint as needed. Included but not limited to Live Chat, Email, Trade R&R, .com R&R, Yelp, Amazon, FB, iG, Twitter(X), YouTube, Pinterest, LinkedIn, etc.
• Maintain consistent, daily awareness of team schedules; work in collaboration with B2C Social Media Lead around schedule creation, PTO coverage and additional ad-hoc scheduling tasks.
• Ensure proper timekeeping polices and procedures via KRONOS and Teleopti.
• Ensure adherence to timekeeping and attendance policies for self and team.
• Supports Digital & Social Media Leadership Team across all digital and social touchpoints.
• Oversees social media engagement platforms, people management, day-to-day social media operations, and tools.
  

People Leadership: Coaching, Training & Development

• Assess, evaluate and coach team in achieving their KPIs and navigating the social platforms and platform issues through monthly engagement feedback sessions.
• Ensure follow-up adherence by performing monthly spot checks and delivering feedback.
• Review performance goals and development plans through monthly 1:1's and bi-annual reviews (mid-year, end of year), logged and tracked via Success Factors.
• Review and develop quarterly action plans based on feedback received via Pulse Survey.
• Develop People Leadership KPIs in alignment with HR framework and alignment with Direct Line Manager.
• Incorporate an ICAN culture and safety mindset through consistent reinforcement in monthly team meetings.
• Ensure BCP through completion of successful cross-training in all digital and social touchpoints.
  
  

Platform Management & Moderation

• Attend all global Super User meetings for the social media customer service platforms (including Sprinklr for Twitter, Facebook, Instagram and YouTube and Bazaar Voice for reviews)) to remain up-to-date on new features, known issues, and best practices when using the platforms, and relay information to team and CRC management. Bring forward ideas, suggestions and known issues for discussion and resolution. Share tool expertise with global community as voice of US Market.
• Act as main point of contact in the US for flagging troubleshooting errors on the social media platforms, interfacing with both US end users and global technical support teams. Escalate issues to HQ/IT/ and MSE via Workplace.
• Work in collaboration with team to bring forward requests for development of new Sprinklr features and assist HQ with testing and rollout. Train US Market end user population on their application and usage. Maintain and update file regarding market licensing requests and forecasting.
• Assess new and emerging social media platforms for potential engagement integration within Sprinklr.
• Summarize volumes, insights and conversations via existing forums (daily, weekly and monthly operational reviews; monthly reporting deck) to create actionable, operational reports that lead to optimization and efficiency in performance.
• Monitor comments and complaints in a quick and timely manner with the ability to identify trends, influencers as well as spot warning signs / potential crises. Summarize and brief CoE Leadership and defined stakeholders regarding Hot Topics.
• Respond to comments, when appropriate, with fresh and engaging content to foster positive engagement, build brand loyalty and add value to the customer experience. Know and understand the communities on each platform and nuances.
• Knowledge, understanding and adherence to all Customer Relational Center Procedures and Protocols.
• Brand expertise on products and services.
  
  

Requirements:

• Bachelor’s degree in Business Administration, Business Management or in a related field required.
• 5+ years of experience in Social Media Management within a Customer Contact or Call Center required.
• 3+ years of People Leadership experience managing, coaching and developing employees required.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
• Experience utilizing established and emerging Social Media platforms including Twitter (X), Facebook, Google+, Foursquare/Swarm, Instagram, Ratings & Reviews, Yelp and other platforms required.
• Must have excellent communication (oral and written), organizational, teamwork and stakeholder management skills (ability to build and maintain cross-functional stakeholder relationships).
• Must be detail-oriented, possess the ability to deliver results through others and must have strong time management skills.
• Understands the 'always-on' mentality to Social Media.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must have full availability weekdays and weekends to include mornings, afternoons and evenings.
• Experience in Social Media crisis management and exposure to Sprinklr systems is preferred.
• Current or prior Project Management experience a plus.
• Willing and able to travel up to 10% based on the needs of the team and the business.
  
  

The approximate pay range for this position is $65,000 to $80,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

Requisition ID:
279109

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.