Technical & Quality Manager

Nespresso (Thailand) (Bangkok, Bangkok City, Thailand)

Bangkok, Thailand

Coffee is at the heart of everything we do, and consumer satisfaction is why we do it. Our story started with one simple idea: everyone should be able to make the perfect cup of coffee at home. Something we still believe today, which is why we think delivering the highest quality coffee, sip after sip, is so important. To achieve this, we continuously strive for innovation. Our coffee experts look for the world’s most exclusive coffees, and create new and exciting blends through a very strict coffee selection process. We create exceptional coffee experiences by continuously reinventing our coffee system, and the way coffee lovers can enjoy our coffee, transforming coffee culture on a global scale. We are committed to making a positive impact. We source our coffee from unique regions, working in partnership with over 110 000 farmers through our Nespresso AAA Sustainable Quality™ program around the world. We help them achieve high certification standards – for example in water management, biodiversity and fair worker treatment – through our long-term partners Rainforest Alliance and Fairtrade international.

About this position

We are looking for an experienced Technical & Quality Manager to establish strong quality and safety management in Nespresso Thailand, a young and fast-growing market.

Responsibilities

• Drive quality in products and services, and compliancy in safety, health, environment standards.
• Safeguard a consistent consumer experience across channels and keep knowledge of customer facing channels up to par.
• 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.
• Drive root cause analysis of top customer complaints & solution for continuous improvement of customer service quality throughout functions.
• 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.
• 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 subdepartment.
• Drive improvements and efficiencies in the organization by collaborating with other departments.

Requirements

• Bachelor’s Degree in Engineering or other related Technical Fields.
• Minimum 5 years of experience in Quality & SHE.
• Good English and Thai communication skills.
• Experience in managing external partners.
• Service minded, work well under pressure with minimum supervision.