Global CCX Operations Manager

Job description

Position Snapshot Permanent Position Location: Lisbon (Linda-a-Velha) Company: Nestlé Nespresso Full-time / Hybrid mode Position Summary Nestlé Nespresso is looking for a Global CCX Operations Manager to join the Connected Consumer Experience (CCX) team. Reporting to the Head of Connected Consumer Experience, this role will be responsible for defining and driving the Global CCX Governance and Operational Excellence strategy, ensuring alignment with business priorities and the future direction of the organization. The successful candidate will lead the design and governance of the CCX Operating Model, driving process optimization, capability building, and shared service excellence to deliver seamless, integrated consumer experiences across markets and channels. A Day in the Life of a Global CCX Operations Manager Define and lead the Global CCX Operational Excellence roadmap aligned with business priorities and long-term vision Design, implement, and continuously improve the CCX Operating Model, frameworks, standards, and governance processes Lead the CCX Operations team, ensuring delivery excellence, service performance, and stakeholder satisfaction Drive the centralization and prioritization of market requests related to programs and trigger-based journeys Oversee content orchestration and operational execution across all Consumer Experience channels Act as a key representative of the Marketing organization in shared service and capability-building initiatives Lead global change management initiatives to support the CCX transformation agenda across markets Engage and influence senior stakeholders in HQ and markets to ensure alignment and adoption of operational frameworks Monitor industry trends, identify improvement opportunities, and drive innovation in operational practices Foster a culture of continuous improvement, agility, and operational excellence What Will Make You Successful… 8+ years of experience in Operational Excellence, Marketing Operations, or similar functions within a global and matrix organization Strong experience leading business transformation, process optimization, and governance initiatives Proven track record in developing operational frameworks and standards at a global scale Experience leading and developing high-performing teams, ideally within shared service environments Demonstrated ability to influence senior stakeholders across complex international organizations Strong project management and business process management expertise Excellent change management and stakeholder management capabilities Strong strategic thinking, analytical skills, and ability to balance vision with execution Experience in Customer Relationship Management Operations and marketing technologies is highly valued Fluent in English, other languages would be an advantage