Customer Feedback Specialist

**Position Snapshot**

**Business area: Nespresso Canada**

**Job title: Customer Feedback Specialist**

**Location: Montreal, QC; Hybrid**

**Benefits**
- Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment
- Company matched pension plan
- Three weeks of Vacation and six personal days (Personal Paid Holidays)
- Excellent training and development programs as well as opportunities to grow within the company
- Access to Educational Assistance & Tuition Reimbursement
- Bonus eligibility
- Free Headspace Account - guidance to create habits to support your mental health
- Free Nespresso Coffee Machine and $100 monthly coffee credit
- Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)
- Additional discounts on a variety of products and services offered by our preferred vendors and partnerships

**A little bit about us**

**Position Summary**

We are looking for a Customer Feedback Specialist based at our Montreal office reporting into the Technical & Quality Manager. It is critical for Nespresso to receive feedback about its products, services, and organizational processes so that the customer experience can be optimized. This role will be responsible for enhancing the customer journey at each interaction point and to ensure a continuous improvement of business processes to sustain a best-in-class customer experience.

**A day in the life of a Customer Feedback Specialist**

**Customer Feedback Management**:

- Leading and conducting weekly and monthly operating reviews. WORS, MORS to measure, highlight trends with cross functional team members, quarter backs action plans for Improvements driven by departmental leaders
- Acts as a quarterback across all departments involved in Customer Feedback (CRC, Marketing, B2C, B2B Ecom, Operations), Tracks, analyses, reports customer experiences across online and offline channels, devices, and touchpoints, Feedback includes, Complaints, positive comments, complements, suggestions, customer voice scores, Social Media etc.
- The CFM specialist works closely with the various departments who own the complaint, CVS, etc to drive an overall 360 view of all streams
- Identifying customer needs and taking proactive steps to maintain positive experiences
- Manages overall complaints management and the implementation of corrective actions across functions
- Categorizes feedbacks and link them to other enterprise activities such as Claims, returns and refusals management, after sales service interventions etc.
- Maintains/ improves centrally produce dashboards allowing a central communication on the feedback categorization and business actions recommended
- Alerts to specific process/product owner and allow them to subscribe to the alert’s functionality

**Incident and Crisis management**:

- Track and compile all situations that may be a potential risk for the business (on Daily, weekly and monthly basis)
- Coordinate emergency response programs and activities in the event of a crisis management incident under supervision of TQM manager
- Lead investigations of the potential crisis’s incidents with key stakeholders and reports findings to appropriate management with Recommendations
- Maintain an up-to-date the incident log book which is a critical internal document
- Keep interested parties informed of periodic (weekly and monthly) reports on crisis situations

**What will make you successful?**
- Bilingualism in English and French language skills are a requirement, as this position requires collaboration with stakeholders across the Canadian market
- Bachelor’s degree in relevant field (Business, Finance, Economics, or equivalent work experience
- Minimum of 3 to 5 years’ experience in a corporate environment in a business/ data Analyst role with a scope in operations
- Experience in Customer Feedback analysis, End to end business process, and incident and crisis management
- Knowledge of database analysis and structure, an asset
- Problem-solving & motivated self-starter mindset
- Detail oriented & able to incorporate critical & logical thinking
- Analytical, rigorous, and proactive. Pragmatic and results oriented
- Ability to present ideas in business-friendly & user-friendly language
- Organizational & time management skills (multi-task oriented)
- Experience working in a team-oriented, collaborative environment
- Willingness to be flexible & adaptable to changing priorities. Effectively manage continually changing priorities in a high-pressure environment
- Continuous improvement mindset

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression - this really could be a move towards the exciting career you’ve always wanted.

**What you need to know**

**Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion