Senior Business Strategy Manager – B2B Contact Center

About the role

As a Senior Business Strategy Manager for the B2B Customer Contact Center, you will shape short‑ and long‑term strategic goals that drive Nespresso USA’s out‑of‑home business growth. Working in a hybrid model, you will collaborate with cross‑functional teams to build a best‑in‑class service model focused on customer experience and financial performance.

Key responsibilities

• Lead the creation and annual update of the Operational Plan (OP) and the 3‑year Market Business Strategy (MBS) for the B2B function.
• Identify and implement service, support, and workflow opportunities to improve market position.
• Supervise end‑to‑end process documentation, cross‑functional ways of working, and audit/compliance projects.
• Drive monthly business planning, gap analysis, and contingency planning to meet performance targets.
• Mentor, develop, and manage the B2B team, overseeing hiring, retention, performance management, and succession planning.

Required profile

• Proven senior‑level experience in business strategy, operations planning, or commercial management.
• Strong leadership and people‑development skills with a track record of building high‑performing teams.
• Excellent analytical mindset and ability to translate data into actionable strategic plans.
• Experience working in a hybrid environment and collaborating across multiple functions.

Required skills

What we offer

• Opportunity to influence the growth of a global coffee brand.
• Hybrid work arrangement (2 days onsite in Manhattan, 3 days remote).
• Dynamic, inclusive culture focused on sustainability and innovation.