Service Excellence Project Manager – Customer Care & Service in Assago, Italy

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.