Service Excellence Project Manager - Customer Care Bardi

Service Excellence Project Manager - Customer Care
Bardi
Emilia Romagna, Bardi

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.