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 hybrid in Manhattan, you will lead the creation of operational plans and a three‑year market strategy while identifying service and workflow opportunities.

Key responsibilities

• Define and execute the Operational Plan (OP) and 3‑year Market Business Strategy (MBS) for the B2B function.
• Drive cross‑functional change, ensuring B2B service is a company priority and aligning resources to meet customer experience goals.
• Supervise end‑to‑end process documentation, audit compliance, and resolution of organizational pain points.
• Lead monthly business planning, gap analysis, and contingency planning to meet financial targets.
• Provide leadership for hiring, retention, performance management, and succession planning within the team.

Required profile

• Proven senior‑level experience in business strategy, operations, or management consulting.
• Strong track record of leading cross‑functional initiatives and delivering measurable results.
• Excellent leadership and mentorship abilities, with experience managing high‑performing teams.
• Ability to influence stakeholders at all levels and drive change in a fast‑paced environment.

Required skills