Position Snapshot
Nespresso in Italy, Milan HQ (Assago)
Nespresso Customer Care & Service Department
Permanent Contract
3/4 years of experience in similar role
Fluent Italian and English
Nestlé/Nespresso welcomes people with disabilities
Position Summary
Reporting to Service Excellence Manager, he/she will be responsible to drive Service Portfolio Strategy, to manage project plans and improvements thanks to customer feedbacks analysis, market benchmarks and trends study.
A day in the life of a Service Excellence Project Manager
Responsible for managing projects aimed at creating service portfolio and improving service excellence for customers
Develop and implement strategies to enhance the customer experience and ensure high-quality service.
Collaborate across different departments and business functions to identify areas for improvement and implement effective solutions.
Conduct data analysis and customer feedback trends to identify customer needs and industry trends.
Analyse customer journey with lean methodology
Maintain clear and regular communication between customer voice and internal stakeholders to ensure a common understanding of project goals and progress
Stay updated on industry best practices and emerging trends to drive innovation and continuous service improvement
Create business case & scenarios to define sustainability and profitability of new possibile services and customer expectation with close collaboration of marketing service and product team
What will make you successful?
Relevant experience in a similar role
University Degree in Economics, Statistics, Engineering
Strong and solid skills Project Management
Excellent communication skills: Ability to effectively communicate with team members, stakeholders to ensure clear understanding of project goals and progress
Leadership skills: Ability to lead and motivate cross-functional teams to achieve project objectives and deliver high-quality service
Collaboration and teamwork: Ability to collaborate with various departments and stakeholders to foster a collaborative and cooperative work environment
Customer focus: A customer-centric mindset and a deep understanding of customer needs and expectations to drive service excellence
Influence with integrity
Results oriented, courage, agility and energy
Lean/Process knowledge or mindset
Proficiency with Ms Office
Fluent in English and Italian
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