Nestlé Professional is committed to providing the finest ingredients, operational knowledge, and uncompromised support to foodservice operations across the US. Our team of culinary experts and skilled product developers partner closely with foodservice professionals to generate creative, branded food and beverage solutions that address a wide variety of needs. As a business serving other businesses, we’re focused on performing with speed, service, and precision to cook up delicious ideas for our clients both small and large. Satisfy your appetite for an exciting career at Nestlé Professional.
This position is not eligible for Visa Sponsorship.
Solon, Ohio or Arlington, Virginia
Position Summary
Are you passionate about creating programs that enable world-class B2B and B2B2C experiences? The Senior Specialist, Strategic Planning owns and executes the customer experience program that advances our mission to deliver the best experience and results to our commercial customers and consumers. We work with foodservice customers, who operate and deliver food and beverage experiences with our brands and solutions. This role executes and continuously improves key Customer Experience programs, including Voice of Customer and Operator Quality Assurance. The Sr. Analyst will seek and derive actionable insights from a variety of sources to improve our business and reputation.
This role will be based in our Solon, Ohio or Arlington, Virginia office and report to the Senior Manager of Market Insights.
Key Responsibilities
Leadership
- Is a knowledgeable expert of assigned portfolio and influences others.
- Advocates across multiple functions to meet team member, customer, and consumer needs.
- Communicates strategy and tactical plans to stakeholders up, down, and across the company.
- Has strong self-awareness, is a self-starter, and works independently with limited supervision.
- Prioritizes activities and identify ways to improve efficiency and effectiveness.
- Demonstrates agility with an ability to quickly adapt to change and pivot, as needed.
- Possesses a strong focus on needs of Foodservice customers, operators, and consumers.
- Uses consumer, customer, and employee insights to provide direct input into the business strategy.
- Identifies solid business-case rationale to influence process and resource prioritization.
- Collaborates cross-functionally to meet stakeholder objectives.
Planning and Execution
- In collaboration with Marketing, will develop customer (operational) training roadmap to increase desired outcomes and digital training program engagement. Defines requirements and advocates for the training needs of customers to Marketing.
- Serves as a subject matter of customer operations to cross-functional teams.
- Builds strategic vision for future state of customer experience program.
- Regularly reports on the impact and outcomes of programs to internal, business partner, and customer organizations. Identifies, educates, and drives customer experience KPIs with cross-functional teams.
- With a strong understanding of the end-to-end customer journey, builds awareness to opportunity and critical pain points, and drives solutions to that optimize overall satisfaction and business growth.
- Owns the program that captures and informs stakeholders of customer feedback, including voice of customer and quality assurance surveying.
- Articulates hypotheses and how to prove or disprove them with empirical data and other insight.
- Participates in, and/or leads projects, as needed.
Experience
- Experience executing brand, product, customer experience, and/or sales strategies
- 3+ years’ experience in Sales, Category, Marketing and/or related function
- Experience with and currently possesses a competent, or higher, skill level working with business statistics
- Proficient verbal and written communication skills
- Professional PowerPoint skills - 2 years professional experience creating sophisticated presentations, including visualizing data in concise formats, basic photo editing, and creating templates
- Proficient Word, Excel and PowerBI skills
- Proficient SharePoint skills, preferred
- Experience working with SalesForce or similar CRM, preferred
- Experience working with consumer and customer insights, preferred
- Experience and understanding of the Foodservice channels, preferred
Basic Qualifications
- Minimum Bachelor’s Degree, required
- Currently possess advanced PowerPoint and data visualization skills
- Possesses business and financial acumen
- Ability to travel up to 20%
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It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.
The Nestlé Companies are an equal employment opportunity and affirmative action employer* seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467
*Note: Nespresso is not a federal contractor and does not maintain affirmative action programs
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