Nespresso - Outsourcing Expert

The Nespresso story begins with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee.
Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their espresso coffee.

**Position Snapshot**:

- Nespresso Italy, Milan HQ (Assago)
- Nespresso welcomes people with disabilities
- Permanent Contract
- University degree
- 2 years experience in a similar role
- Ability and interest in working in a fast-paced and rapidly-changing environment and be able to prioritize
- Ability to be proficient in interacting with store managers and retail staff to communicate information relevant for the business
- Fluency in English and Italian is required.

**Position Summary**:
The outsourcing expert within the customer operations management will be responsible for

the perfect execution of initiatives, planning and sales projects and effective communication between the headquarters and the partner to ensure a high level of customer experience and the achievement of quality and sales targets. We are looking for a talented and motivated person, focused on process optimization and continuous improvement.

**A Day in the Life of the Outsourcing Expert**:

- Customer Performance Management.
- Maintain and improve a KPI dashboard, identify and propose new KPIs to address trends and performance.
- Knowledge of specific software for customer management (CRM)
- Identify improving areas, actively promote continuous improvement approach; propose improving project setting the scope, quantify cost and benefit, identify team, create a schedule plan, manage kickoff and gates
- Manage Compliance for Contact Center Activities and Distribution Planner
- Experience in sales forecasting and reporting
- Process Quality Management
- Team working attitude
- Vendor negotiation experience and skills
- Strong communication skills
- Maintain pipeline of initiative 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 initiatives on sales and services linked to trends or on customer listening
- Customer oriented
- Independent person willing to take on responsibilities with project management skills and experience.