Job Responsibility:

Position Snapshot Business area: Nespresso Canada Job title: Customer Feedback Specialist Location: Montréal, QC Hybrid

Advantages

- 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)
- Flexible and hybrid work arrangements
- Excellent training and development programs as well as opportunities to grow within the company
- Access to Educational Assistance & Tuition Reimbursement
- Bonus eligibility
- Free Nespresso Coffee Machines and $100 monthly coffee credit
- Up to 50% off - Nespresso Coffee Machine, Capsules and accessories
- 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 Nestlé Nespresso SA is the pioneer and reference for highest-quality portioned coffee. The company works with more than 120,000 farmers in 15 countries through its AAA Sustainable Quality™ Program to embed sustainability practices on farms and the surrounding landscapes. Launched in 2003 in collaboration with the NGO Rainforest Alliance, the program helps to improve the yield and quality of harvests, ensuring a sustainable supply of high-quality coffee and improving livelihoods of farmers and their communities. In , Nespresso has achieved B Corp™ certification - joining an international movement of 4,900 purpose-led businesses that meet B Corp's high standards of social and environmental responsibility and transparency. Headquartered in Vevey, Switzerland, Nespresso operates in 81 countries and has over 13'000 employees. In , it operated a global retail network of 802 boutiques. For more information, visit the Nespresso corporate website:

Position Summary We are looking for a Customer Feedback Specialist in our Montreal offices, under the responsibility of the Technical and Quality Director. It is essential for Nespresso to receive feedback on its products, services and organizational processes in order to optimize the customer experience. The incumbent will be responsible for improving the customer's journey at each point of interaction and ensuring continuous improvement of business processes to maintain a world-class customer experience.

A day in the life of a Specialist Customer Feedback





Customer feedback management:

- Conduct and facilitate weekly and monthly operational reviews, using WORS and MORS to measure and highlight trends with cross-functional team members. Develop quarterly action plans for improvements led by department heads.
- Summarize and report the overall MFC (Monthly Feedback Composite) to management on a monthly and quarterly basis.
- Act as a quarterback, coordinating all departments involved in customer feedback (CRC, Marketing, B2C, B2B E.com, Operations). Track, analyze, and report customer experiences through online and offline channels, devices, and contact points. This includes feedback such as complaints, positive feedback, add-ons, suggestions, customer voice scores, and social media interactions.
- Collaborate closely with various departments handling complaints, CVS (Customer Voice System), etc., to gain a comprehensive view of all flows.
- Identify customer needs and proactively take steps to maintain positive experiences.
- Manage overall complaint management and implement corrective actions across functions.
- Categorize returns and link them to other company activities, such as complaints, return and refusal management, and after-sales service interventions.
- Maintain and improve centralized dashboards for effective communication on return categorization and recommended trade actions.
- Provide alerts to owners of specific processes/products and enable them to subscribe to the alerting feature.

Incident and Crisis Management:

- Ensure that end-to-end incident and crisis management processes are followed in terms of communication, documentation and follow-up.
- Maintain and update all standard operating procedures, guidelines, documents and sharing points for incident and crisis management.
- Track and compile all situations that may pose a potential risk to the business (daily, weekly and monthly).
- Coordinate emergency response programs and activities in the event of a crisis management incident, under the supervision of the Quality and Technical Manager.




- Investigate potential crisis incidents with key stakeholders and report findings to the appropriate leadership with recommendations.
- Maintain the incident log, which is a critical internal document.
- Keep stakeholders informed of periodic (weekly and monthly) reports on crisis situations.

What will make you successful?

- Bilingualism in English and French is a requirement, as this position requires collaboration with Canadian market stakeholders.
- Bachelor's degree in a relevant field (business, finance, economics, or equivalent professional experience).
- Minimum of 3 to 5 years of experience in a corporate environment in a business/data analyst role with a reach in operations.
- Experience analyzing customer feedback, end-to-end business processes, and incident and crisis management.
- Knowledge of database analysis and structure, an asset
- Problem-solving ability and initiative.
- Attention to detail and the ability to integrate critical and logical thinking.
- Analytical, rigorous and proactive. Pragmatic and results-oriented
- Ability to present ideas in a user-friendly language adapted to the needs of the business.
- Direction of organization and time management (multi-tasking orientation).
- Experience working in a collaborative and team-based environment
- Willingness to be flexible and adapt to changing priorities. Effectively manage evolving priorities in a high-pressure environment.
- Spirit of continuous improvement

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

We will be considering applicants as they apply, so please don't delay in submitting your application. Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

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