Consumer Engagement Services Supervisor – German Speaker

About the role

The Consumer Engagement Services (CES) Supervisor will lead a team delivering social‑media and digital consumer support for Nestlé brands in the assigned market. The role combines operational oversight, stakeholder collaboration and people development, requiring fluency in German and strong English communication.

Key responsibilities

• Monitor daily workloads, adjust task allocation and ensure compliance with established procedures.
• Guarantee service delivery aligns with guidelines for each Social Media Services line across all brands.
• Coach, train and develop team members in line with the Operational Master Plan.
• Track performance, quality and SLA/KPI results, driving continuous improvement initiatives.
• Collaborate with internal stakeholders and brands to review KPIs, create action plans and identify service enhancements.

Required profile

• Native or near‑native German proficiency and C1/C2 level English (Portuguese a plus).
• Proven experience leading, coaching and developing teams, including remote environments.
• Background in BPO, consumer engagement or customer service settings.
• Strong problem‑solving, analytical and decision‑making abilities under pressure.
• Excellent communication, stakeholder management and customer‑service orientation.

Required skills

• Experience with CRM systems.
• Familiarity with help‑desk software.
• Social media and community‑management expertise.
• Consumer handling knowledge.

What we offer

• Competitive salary with annual performance bonus.
• Flexible hybrid working model (2 days onsite).
• Meal allowance card and various flex benefits.
• Opportunities for local and international career progression.
• Access to e‑learning courses, wellbeing activities and employee discounts.