Italy Job Openings
Nestle Operational Services Worldwide SA
Service Excellence Project Manager - Customer Care & Service
Assago
FULL TIME
October 24, 2024
- 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
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