Technical Quality Management Coordinator

Technical Quality Management Coordinator

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating units of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers' own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

The role
In this role you will directly impact Nespresso’s business by driving quality in products and services, and driving compliance to safety, health, environment standards. You will safeguard a consistent consumer experience across channels by owning the feedback management process and driving cross functional continuous improvement through the execution of root cause analysis. You’ll ensure knowledge of customer facing channels is up to par, ensuring fulfillment of Nespresso Quality, Food Safety and SHE legal, internal and normative requirements applicable to Nestlé Spain - Nespresso Division.

What you’ll do

1. Drive quality in products and services, and compliance in safety, health, environment standards:
   • Manage omnichannel quality of service
   • Ensure certification and verification audits are passed and assure that actions are followed up
   • Ensure safety, health, and environmental compliance to local legislation
   • Plan, perform and coordinate with provider (SGS) Q&SHE audits as required by HQ, including: BTQ (all formats), Trade POS, warehouses, ASC and food suppliers. Action Plan follow up with the distributor. Implement innovative tools. Timely report results to HQ.
   • Run traceability exercises minimum annually including at least 1 reference per family (foods, food contact materials, machines, coffee). Coordinate with distributor's traceability exercises run by HQ. Define and follow up action plan for improvement if needed. Timely report results to HQ.
   • Lead implementation of Quality Management System (ISO 9001:2015) in Nespresso Division. Follow up of Action Plan as output from NQMS external audit, and fulfillment of Quality and Food Safety requirements in internal activities.
   • Perform training sessions about Nespresso Quality, Food Safety and Food Defense requirements, including employees and relevant stakeholders. Coordinate trainings with HR BP.
   • Lead local development projects as agreed with Line Manager ensuring full compliance and food safety requirements. Provide regular feedback on the projects evolution and ensure expected and timely output.
2. Safety and Health activities:
   • Ensure implementation of safety Nestlé guidelines in the market (BTQs, Trade POS, warehouses, Events).
   • Report safety KPIs monthly (SHE-PM and safety pyramid). Monitor distributor's safety KPIs.
   • Implement SHE activities (e.g., BBS program) within Nespresso Division in coordination with Nestlé Spain.
   • Program owner and Represent Nespresso Division as a member of the Safe Driving Committee in order to effectively communicate and implement new guidelines (2017).
   • Support safe behaviors by monthly communicating 'Sales Newsletter' (Trade team) and other safety alerts provided by HQ/Nestlé Spain (all).
3. Safeguard a consistent consumer experience across channels and keep knowledge of customer facing channels up to par:
   • Drive root cause analysis of top customer complaints.
   • Drive continuous improvement of customer service quality throughout functions by leveraging customer feedback; communicated directly by customer, and collected indirectly through quality tests (e.g., mystery shopping).
   • Drive quality improvement sessions with the Team Leaders to ensure a harmonized and fair way of evaluating Coffee Specialists' quality of service and speech.
   • Facilitate omnichannel customer-facing knowledge management (be the customer voice in the organization).
4. Budget Management Responsibilities:
   • Drive the organization's business results by making tactical and operational decisions by building the department in a sustainable way.
   • Define and drive the right initiatives to achieve business results.
   • Support the Director in making optimal investments and decisions in the OP process for both CAPEX and OPEX.
   • Manage and monitor the budget within the sub-department.
   • Drive improvements and efficiencies in the organization by collaborating with other departments.
5. People & Performance Management (indirect positions: environment):
   • Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities.
   • Build a strong team where team members collaborate effectively and understand their shared goals and purpose.
   • Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals by use of the PDP methodology.
   • Lead by example in terms of NLF behaviors and safety leadership.
   • Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism.
6. After Sales:
   • Ensure implementation of ASC Nespresso HQ guidelines in the market (internal and external workshops).
   • Ensure follow up ASC KPIs monthly. Monitor distributor's ASC KPIs (quality and satisfaction levels).
   • Lead monthly meeting with our distributor and MP in order to follow up B2C and B2B Workshop performance and incidents.
   • Ensure proper communication to our distributor and MP of new ASC procedures, tools or machines technical information coming from Nespresso HQ.

Requirements:
• University degree or equivalent/ commercial studies
• Qualifications in quality / teacher / HR / coaching
• Experience in Customer Relationship / Hospitality / High-end retail
• + 4 years of experience in a quality-related or safety-related role, preferably within the food industry. Experience in auditing (internally or externally) and assessing fulfillment of guidelines/standards/regulations within an organization.
• Proven exposure to coaching and/or training methods
• Experience managing a team would be a plus
• Project Management in a matrix organization
• Languages (specific to market needs) plus fluency in English

People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.