Maya Meier Email & Phone Number

- Development and implementation of the Consumer Engagement Services (CES) strategy for Switzerland- Management of multi-brand consumer engagement services for Nestlé in Switzerland (up to 50,000 contacts per year), including 2 web shops and Nescafé Dolce Gusto after-sales service- Development of a concept to digitalise the CES for the Swiss market (e.g. Chatbot)- Member of the Nestlé Switzerland crisis team and responsible for managing contacts in the event of a crisis on social media and through traditional contact channels (e.g. product recall, issues)- Project streamlining and KPI analysis for continuous improvement- Implementation of customer management tools (e.g. Salesforce Service Cloud - Omni, Amazon Connect, Sprinklr)- European CES organisation co-creation with other markets

Vevey

- Restructuring and implementation of a new customer service system in 2012 through partial outsourcing to Zurich- Management of centralised customer service including 2 web shops and service for a coffee machine brand- Managing a team of 8 people and training apprentices and trainees- Implementation of customer management tools (e.g. Salesforce Service Cloud)- Integration of various communication channels, most recently live chat and social media - Member of the Nestlé Switzerland crisis structure and responsible for contact management in the event of a crisis (e.g. product recall)- Responsible for budget management- Analysis of consumer contacts and KPIs and internal communication of recommendations

Vevey

- Helping building up Nestlé's first internet site- Translations and preparation of employee communications

Zürich Area, Switzerland