Technical & Quality Manager

You’re energized by challenges, creative brand-buildingand great coffee?

The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.

Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for
**Technical & Quality Manager** with the mission to:
Drive quality in products and services, drive compliance to safety, health, environment standards. 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. Ensure knowledge of customer facing channels is up to par

**A Day in the Life of a Technical & Quality Manager**:
**Drive quality in products and services, and compliancy 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
- Drive environmental initiatives in line with Nestlé strategy and standards

**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)

**Management Team Responsibilities**
- Drive the organisation's business results by making tactical and operational decisions by building the department in a sustainable way
- Define and drive the right iniatives 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 subdepartment
- Drive improvements and efficiencies in the organisation by collaborating with other departments

**People & Performance Management**
- Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
- Build a strong team where teammembers 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

**What will make you successful**
- Bachelor's/Master's degree in Industrial or Mechanical Engineering
- 3 - 4 Years of experience in Customer Experience or Quality
- Proven exposure to coaching and/or training methods
- Experience managing a team would be a plus
- Project Management in a matrix organization
- Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
- Languages (Arabic & English)
- Experience in an international environment and fluency in English are a plus.

**Position Snapshot**:
Location: Jeddah, Saudi Arabia

Company: Nespresso Nestlé

Full-time

**We Offer**:
Interesting and challenging work in an international company - a branch of worldwide and well recognized FMCG concern

Possibility to work in a dynamic team of professionals and leaders

Possibility to work with challenging projects and responsible tasks

Atmosphere full of respect, professionalism

Possibility of development & career advancement