POSITION SNAPSHOT

• Location Assago, Nestlé Italiana headquarters
• Permanent contract 
• At least 5 years of relevant and successful operational experience in customer care or service role or supplier management
• Must have people management experience
• Fluent in English and Italian
• Analytical and strategic mindset

 
POSITION SUMMARY
In this role you will drive Customer Performances to ensure that Nespresso Services become best in class and Phone Sales are maximized. You will manage a team dedicated to third parties relationships and planning and forecast, driving initiatives to improve services and sales. 

 
A DAY IN THE LIFE OF OUTSOURCER MANAGER

• Customer Performance Management
• Mantain and improve a KPI dashboard, identify and propose new KPI to address trends and performance
• Highlight and anticipate possible issues
• Identify improving areas, activelly promote continuous improvement approach; propose improving project setting the scope, quntify cost and benefit, identify team, create a schedule plan, manage kickoff and gates
• Manage Compliance for Contact Center Activities and Distribution Planner
• Supervise planning and forecast activities
• Process Quality Management
• People management
• Identify way of working on how to improve and standardize processes across teams
• Standardize and mantain process management and update with outsourcer
• Mantain pipeline of inititiave of process improvement for internal, outsourcing and E2E
• Customer Trends analysis on Sales and Services
• Analyse Market trends and benchmark on Sales and Services to identify opportunities and linking them with customer listening
• Define Business Case on possible inititiatives on sales and services linked to trends or on customer listening            

 
WHAT WILL MAKE YOU SUCCESSFUL 

• Diploma or degree
• At least 5 years of relevant and successful operational experience in customer care or service role or supplier management
• Must have people management experience
• Fluent in English and Italian
• Analytical and strategic mindset
• Excellent communication and interpersonal skills 
• Pragmatical and fact-based mindset
• Proactive and curious person 
• Ability and interest in working in a fast pace and rapidly changing environment