Service Excellence Project Manager - Customer Care

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7jai03

**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 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 **Who We Are, What We Believe In** We are Nestlé. We are the **Good food, Good life **company. Good food, Good life is our promise, it is a daily commitment. It is only thanks to our people that we can make a difference and realize this belief: we call them **Good People **. At Nestlé, we believe that **recognition, inclusion and valorization of diversity** can make us grow both as individuals and as a company. This is why we promote a work environment, a business culture and a leadership model that guarantee equal opportunities for everyone and at all organizational levels. We believe **diversity is a winning factor** and we always encourage our people to share ideas and collaborate. Here at Nestlé you will also be able to be part of the **Emotional Communities**, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities. **LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism** are just some of the communities that you can be part of. **Diversity is a fact, inclusion is a choice and we have chosen to be inclusive.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7jai03