CRC Knowledge & Learning solutions Lead

REIMAGINE WHAT COFFEE CAN BE...

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better.

By caring for one another, our farmers, suppliers, and the communities we work with, we can make sure every customer has the best possible experience.

To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we innovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principal belief that individually and collectively we can.

What about you? Join the Nespresso team! And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization.

Here’s why we think you should choose us:

• Competitive salary + yearly bonus
• At Nestle Canada, we are committed to transparency and fairness in our compensation and job posting practices. This position offers a competitive salary within the range specified above
• Comprehensive Total Rewards Package, including:
  • Health & dental starting on day one
  • Mental health coverage
  • Pension plan with employer contributions
  • Health Spending Account & Lifestyle Spending Account
• Free coffee machine & monthly Nespresso credit
• Exclusive employee discounts
• Excellent training and development programs
• Growth opportunities
• Free unlimited coffee during working shifts
• And much more!!

Position summary

We are looking for a Knowledge & Learning Solutions Lead to join our Customer Relationship Centre (CRC). This role is central to the digitalization, innovation, and continuous improvement of CRC learning and knowledge programs.

You will oversee the learning team, lead content development, and manage knowledge systems that elevate operational excellence. You’ll design learning initiatives that improve engagement, retention, and agent readiness—ensuring customer experiences reflect the highest standards of the Nespresso brand.

You’ll also leverage analytics to evaluate content performance, identify gaps, and drive ongoing enhancements, ensuring our knowledge ecosystem remains current, accurate, accessible, and aligned with business priorities.

A day in the life as a Knowledge & Learning Solutions Lead, your main responsibilities will include, but not be limited to:

Lead Learning & Knowledge Strategy

• Drive the digitalization and continuous improvement of CRC learning and knowledge programs.
• Align learning strategies with CRC business priorities, KPIs, and operational realities.
• Promote a structured learning ecosystem that supports engagement, retention, and performance
• Use analytics to monitor content usage, identify gaps, and guide data driven improvements.

Drive Content & Digital Learning Excellence

• Lead end-to-end content development, from scoping to publishing, in partnership with SMEs.
• Ensure accuracy, accessibility, and version control across platforms and formats.
• Integrate innovative learning methods (AI driven tools, microlearning, gamification, mobile friendly modules).
• Maintain high-quality learning and knowledge resources through LMS, KMS, and Microsoft tools

Partner, Communicate & Lead Effectively

• Collaborate with cross functional teams to deliver impactful solutions.
• Lead and support a team of direct and indirect reports, both internally and externally
• Manage projects and change initiatives with strong organization, prioritization, and coaching

What will make you successful

• Bachelor's degree in business, Learning & Development, Knowledge Management, or a related field.
• Fully bilingual in French and English, with exceptional communication skills.
• 3 - 5+ years of experience in learning solutions, knowledge management, or operational excellence.
• Demonstrated experience leading, motivating, and developing teams
• Proven ability to lead digital learning initiatives and managing content development.
• Proficiency with LMS, KMS, Microsoft Suite (PowerPoint, Excel, Word, OneNote, Power BI, Mural).
• Strong analytical mindset, leveraging data to measure impact and optimize solutions.
• Ability to align learning strategies with business objectives and KPIs.
• Excellent stakeholder management, collaboration, and relationship building skills.
• Strong project management, change management, and organizational abilities.
• (Preferred) Experience in agile customer service operations or contact center environments.
• (Preferred) Familiarity with accessibility standards and multi‑platform content delivery.

Nespresso is an equal opportunity employer committed to diversity and inclusion. If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nespresso will work with you to ensure that you are able to fully participate in the process.

Candidates will be considered as they apply.

Nespresso Canada, a Division of Nestle Canada!