Senior Business Strategy Manager (B2B Customer Contact Center)

New York, NY, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $170,000.00 - $185,000.00

Work Schedule

Standard Hours

Benefits

performance-based incentives

Competitive total rewards package

401K with company match

Healthcare coverage

Broad range of benefits

inclusive workplace environment

Professional development opportunities

Job Description

Nespresso is a globally recognized leader in the premium coffee industry, renowned for its dedication to quality, sustainability, and innovation. As a certified B Corporation, Nespresso embraces a strong commitment to its triple bottom line focusing on People, Profit, and Planet. This commitment reflects in every aspect of the company’s operations, from its sustainable sourcing and ethical relationships with coffee farmers to fostering a diverse, inclusive workplace culture that inspires and enables employees to reach their full potential. Nespresso operates across multiple channels including factories, boutiques, and office locations, providing a vibrant environment ripe with opportunities for professional development and growth. The company’s mission to elevate the global coffee culture through outstanding products and exceptional customer experiences positions it uniquely within its market sector.

The Senior Business Strategy Manager for the B2B Customer Contact Center role at Nespresso USA is a pivotal position responsible for shaping and driving the strategic vision for the company’s Out-of-Home B2B business segment. This hybrid role, based in New York City with flexible remote work options, centers on improving the market position of Nespresso by developing and executing a best-in-class customer service model within the B2B Customer Contact Center. The manager will oversee the annual development of the Operational Plan (OP) and the 3-year Market Business Strategy (MBS), ensuring alignment across functions and seamless integration with broader organizational goals.

The role demands a strategic leader who can navigate complex, cross-functional initiatives to enhance customer experience, identify support opportunities, and contribute to financial growth within the B2B operations. By driving change management efforts, supervising end-to-end process documentation, and addressing organizational pain points, the Senior Business Strategy Manager will help build a high-performing team culture focused on excellence and innovation. Leadership responsibilities also include recruiting, mentoring, and developing team members, fostering engagement, and reinforcing Nespresso’s values in every aspect of work.

This position requires a combination of strategic foresight, analytical rigor, and strong communication skills to influence and align various stakeholders across the company. The ability to build and deliver comprehensive strategy presentations and discussion papers is critical to ensuring buy-in and successful implementation of business priorities. With an estimated salary range of $170,000 to $185,000, this role offers a competitive compensation package, including performance-based incentives and comprehensive benefits provided by Nestle. The Senior Business Strategy Manager is a key driver of innovation and operational excellence, poised to contribute significantly to the ongoing success and growth of Nespresso’s B2B business footprint.

Job Requirements

Bachelor’s degree in business administration or related field required
Master’s degree preferred
Minimum 10 years of experience in business strategy, analytics, or business support functions
Preferable experience in B2B (Out-of-Home functions)
3-4 years of direct people leadership experience
Proficient in MS Office (Word, Excel, Outlook, PowerPoint)
Excellent communication and presentation skills
Strong organizational and stakeholder management capabilities
Strong analytical and financial skills
Ability to work under pressure independently
Ability to lead change management
Strong strategic and critical thinking
Ability to multitask and agility
Willingness to travel up to 10%

Job Qualifications

Bachelor’s degree in business administration or related field
Master’s degree preferred
10+ years of experience in business strategy, analytics, or business support functions preferably in B2B out-of-home functions
3-4+ years of people leadership experience managing direct reports
Proficiency in MS Office including Word, Excel, Outlook, and PowerPoint
Excellent oral and written communication skills
Strong presentation, organizational, and stakeholder management skills
Strong analytical and financial management skills
Ability to work under pressure and meet tight deadlines with minimal supervision
Experience in change management leadership
Strong end-to-end thinking with strategic and critical thinking skills
Ability to multi-task and be agile
Willingness to travel up to 10%

Job Duties

Drive change for B2B ways of working by identifying team needs and providing support
Supervise building, maintenance, and documentation of end-to-end processes and cross-functional ways of working
Identify and resolve organizational pain points to support a high performing organization
Manage successful passing of audits and compliance projects
Drive monthly business planning, identify gaps vs target, and facilitate contingency plans
Define business priorities to meet targets
Provide leadership that mentors and develops team members
Manage hiring, retention, performance management, and succession planning
Deliver results for key performance indicators
Promote relationship building and team engagement
Recruit, motivate, and manage team to deliver superior results
Manage HR and line manager planning cycles
Lead by example in behavior, professionalism, and result focus
Animate and motivate team through care, support, recognition, and rewards
Ensure structured and efficient communication
Promote and build adherence to the Customer Relationship Center strategy
Align CRC management support on key decisions and strategy
Provide strategic framework for MBS, OP, and OMP building processes
Facilitate active team contributions and summarize inputs into discussion papers and drafts
Build clear, relevant strategy presentations
Drive stakeholder alignment within Nespresso
Anticipate future business requirements while considering current realities
Adjust communication for target audiences to ensure broad buy-in