Service Excellence Project Manager - Customer Care & Service

Position Snapshot Nespresso in Italy, Milan HQ (Assago) Nespresso Customer Care Service Department Permanent Contract Minimum 3 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 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 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 possible services and customer expectations 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 project management skills.
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, courageous, agile, and energetic.
Lean/process knowledge or mindset.
Proficiency with MS Office.
Fluent in English and Italian.
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