Service Excellence Junior Project Manager - Customer Care & Service
Service Excellence Junior Project Manager - Customer Care & Service Position Snapshot
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 for driving Service Portfolio Strategy, managing project plans, and implementing improvements based on customer feedback analysis, market benchmarks, and trend studies.
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 cases & scenarios to define sustainability and profitability of new possible services and customer expectations in close collaboration with marketing service and product teams.
What will make you successful?
Relevant experience in a similar role.
University Degree in Economics, Statistics, or Engineering.
Strong and solid Project Management skills.
Excellent communication skills: Ability to effectively communicate with team members and stakeholders to ensure a 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, courageous, agile, and energetic.
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