B2B Lead- NBS Cairo
Position Snapshot
Location: Cairo City, Egypt
Company: Nestlé Business Services.
Full-time
Position Summary
The NBS B2B Operations Manager leads a team delivering exceptional customer service across multiple channels (phone, email, WhatsApp, etc.) for Nestlé's B2B units (Nestlé Professional, Nestlé Waters).
You will:
Manage B2B service lines (TeleSales, TeleServices, etc.) for operational excellence. Identify new service opportunities and drive expansion for Trade Assets, Contact Center, and TeleSales services. Foster a customer-centric culture through digitalization, automation, and continuous improvement.
A day in the life of...
B2B Service Line Operations: Oversee the accurate and timely processing of B2B activities for the following service lines: + Tele Sales
+ Tele Services
+ WhatsApp
+ Prospect Management
+ Help Desk
+ BackOffice
Ensure Trade Assets Management operates efficiently and meets business needs by managing the following: + Order Creation & Billing
+ Service Order Creation
+ Customer Creation & Maintenance
+ Machine Request Management
+ Audit Record Creation and Correction
+ Trade Assets Assignment Management
Management and Strategy:
Develop and implement a vision and strategy for Trade Assets, Contact Center, and TeleSales services, focusing on maximizing service value and leveraging capabilities. Identify opportunities for new services and expansion within these areas. Manage stakeholders effectively and provide clear communication on Operational SLAs, Total Service Quality, and Continuous Improvement initiatives.
Team Leadership:
Participate in the recruitment process and ensure a smooth onboarding experience for new team members. Foster a qualified, motivated, and performance-driven team environment to achieve set goals. Coach and develop team members' skills in business, technical aspects, and leadership to support career growth. Identify and lead the resolution of issues impacting performance or service levels for markets, consumers, and external partners. Ensure service delivery aligns with best practices and promotes consistent solution deployment. Drive process standardization and optimization to achieve the highest service level at the best cost.
Operational Management:
Prepare and manage the operational annual budget for the assigned area. Ensure compliance with internal controls across all processes. Implement and regularly test Business Continuity Plans (BCPs).
Experience:
10-12 years of prior business experience in B2B operations, preferably in Supply Chain or Sales. 3-5 years of experience working in a B2B environment as a lead (bonus points for B2C experience).
Skills:
Customer Focus: Deep understanding of the customer journey and a strong commitment to delivering exceptional customer experiences. Strategic Vision: Ability to develop and implement a strategic vision for B2B service lines, focused on growth and continuous improvement. Business Acumen: Strong analytical skills with the ability to leverage market and competitive intelligence for informed decision-making. Operational Expertise: Proven understanding of B2B operations, supply chain management, and contact center functionalities. Technology and Optimization: Familiarity with technology trends, automation principles, and process optimization methodologies. Leadership and Collaboration: Strong relationship management skills with the ability to lead and motivate cross-functional teams. Project Management: Proven ability to manage and deliver new business development and service implementation projects. Multitasking and Prioritization: Ability to effectively manage high-volume, multi-platform, and complex tasks. Corporate Environment: Experience working in a fast-paced corporate and multicultural setting.
At Nestlé, we want to help shape a better and healthier world, inspire people to live healthier lives and deliver impact at a scale and pace that makes a difference. We do this by fostering a diverse, friendly, supportive, and collaborative environment, that creates positive disruption, embraces innovation, and empowers people and teams to win.
We aim to hire friendly, respectful, inspiring people who care about the people’s lives that we touch every single day.
Be a force for good. Join Nestlé and visit us on .
B2B Lead- NBS Cairo
Position Snapshot
Location: Cairo City, Egypt
Company: Nestlé Business Services.
Full-time
Position Summary
The NBS B2B Operations Manager leads a team delivering exceptional customer service across multiple channels (phone, email, WhatsApp, etc.) for Nestlé's B2B units (Nestlé Professional, Nestlé Waters).
You will:
Manage B2B service lines (TeleSales, TeleServices, etc.) for operational excellence. Identify new service opportunities and drive expansion for Trade Assets, Contact Center, and TeleSales services. Foster a customer-centric culture through digitalization, automation, and continuous improvement.
A day in the life of...
B2B Service Line Operations: Oversee the accurate and timely processing of B2B activities for the following service lines: + Tele Sales
+ Tele Services
+ WhatsApp
+ Prospect Management
+ Help Desk
+ BackOffice
Ensure Trade Assets Management operates efficiently and meets business needs by managing the following: + Order Creation & Billing
+ Service Order Creation
+ Customer Creation & Maintenance
+ Machine Request Management
+ Audit Record Creation and Correction
+ Trade Assets Assignment Management
Management and Strategy:
Develop and implement a vision and strategy for Trade Assets, Contact Center, and TeleSales services, focusing on maximizing service value and leveraging capabilities. Identify opportunities for new services and expansion within these areas. Manage stakeholders effectively and provide clear communication on Operational SLAs, Total Service Quality, and Continuous Improvement initiatives.
Team Leadership:
Participate in the recruitment process and ensure a smooth onboarding experience for new team members. Foster a qualified, motivated, and performance-driven team environment to achieve set goals. Coach and develop team members' skills in business, technical aspects, and leadership to support career growth. Identify and lead the resolution of issues impacting performance or service levels for markets, consumers, and external partners. Ensure service delivery aligns with best practices and promotes consistent solution deployment. Drive process standardization and optimization to achieve the highest service level at the best cost.
Operational Management:
Prepare and manage the operational annual budget for the assigned area. Ensure compliance with internal controls across all processes. Implement and regularly test Business Continuity Plans (BCPs).
Experience:
10-12 years of prior business experience in B2B operations, preferably in Supply Chain or Sales. 3-5 years of experience working in a B2B environment as a lead (bonus points for B2C experience).
Skills:
Customer Focus: Deep understanding of the customer journey and a strong commitment to delivering exceptional customer experiences. * Strategic Vision: Ability to develop and implement a strategic vision for B2B service lines, focused on g
