Service Excellence Project Manager - Customer Care & Service

Service Excellence Project Manager - Customer Care & ServicePosition Snapshot Permanent ContractMinimum 3 years of experience in similar roleFluent Italian and EnglishNestlé/Nespresso welcomes people with disabilitiesPosition 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 feedback 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 customersDevelop 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 methodologyMaintain clear and regular communication between customer voice and internal stakeholders to ensure a common understanding of project goals and progressStay updated on industry best practices and emerging trends to drive innovation and continuous service improvementCreate business case & scenarios to define sustainability and profitability of new possible services and customer expectation with close collaboration of marketing service and product teamWhat will make you successful? Relevant experience in a similar roleUniversity Degree in Economics, Statistics, EngineeringStrong and solid skills in Project ManagementExcellent communication skills: Ability to effectively communicate with team members, stakeholders to ensure clear understanding of project goals and progressLeadership skills: Ability to lead and motivate cross-functional teams to achieve project objectives and deliver high-quality serviceCollaboration and teamwork: Ability to collaborate with various departments and stakeholders to foster a collaborative and cooperative work environmentCustomer focus: A customer-centric mindset and a deep understanding of customer needs and expectations to drive service excellenceInfluence with integrityResults oriented, courage, agility and energyLean/Process knowledge or mindsetProficiency with MS OfficeFluent in English and Italian
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