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