Omnichannel Service Quality Specialist

2 settimane fa

Assago, Italia Nestle A tempo pieno

Make a virtual tour inside Nestlé in Italy

**Position Snapshot**:

- Nespresso Italy
- Full-time, permanent
- Master’s degree in marketing, communications, economics or equivalent
- At least 2 years of experience in similar roles
- Strong analytical skills are essential
- Fluent Italian and English
- Based in Assago

**Position Summary**:
To reinforce our **Customer Care & Service **department, we are looking forward to having a Omnichannel Service Quality Specialist joining the team with the aim of bringing Nespresso Services Quality to best in class.

Starting from Customers Feedback, operative service levels measure and other internal or external source, you will be able to identify focus area to work on and produce insights or analysis to drive and inspire decision-making and influence existing roadmaps to elevate Nespresso Customer Satisfaction.

**A day in the life of...**:

- Analyze Customer Satisfaction using all the available sources, understand customers sentiment, scout and integrate new sources if necessary.
- Identify areas for improvement and propose new wowing opportunities to elevate customer experience and journeys.
- Provide accurate and actionable insights and analysis to make the right decisions and engage all the relevant stakeholders.
- Identify benchmarks and anticipate market trends and new standards to be always the best in class.
- Track and measure projects, actions and initiatives impact and progress.
- Promote continuous improvement approach.

**What Will Make You Successful**:

- Master’s degree in marketing, communications, economics or equivalent.
- At least 2 years of experience in similar roles.
- Good presentation skills and stakeholders’ management.
- Ability to identify opportunity of improvement looking at business or external trends.
- Business and customer-oriented approach.
- Result and detail-oriented.
- Proactive, autonomous, and open personality with an entrepreneurial spirit.
- Perfect fluency in written and spoken Italian and English, other languages are a plus.

**_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._

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