Nespresso B2B Customer Service Project Manager
Nespresso B2B Customer Service Project Manager "Incredible challenges and limitless potential and wonderful coffee" Nespresso HQ Lausanne Switzerland Undefined period of time 100% Nespresso pioneered the portioned coffee segment and has been continuously innovating to deliver the highest quality coffee experiences to consumers worldwide. The company has transformed the coffee culture and become the reference for portioned coffee worldwide. We focus on both direct-to-consumer and business-to-business sales. Nespresso is strongly positioned in the most dynamic and fastest growing segment of the global coffee market. The strength of the brand the quality of our coffees and our unique service offering provide us with exciting growth opportunities to further engage coffee lovers who demand authentic quality and moments of pleasure. As Nespresso B2B Customer Service Project Manager you will identify opportunities to enhance the Nespresso B2B customer service experience by gathering and analysing insights performing external benchmarks and using them to build the roadmap of initiatives. You will also lead and support particular improvement projects related to systems tools processes and people. This role has an international scope based in our headquarters in Lausanne. Key responsibilities Develop new insights from internal analysis market assessments CRM data customer feedback surveys interviews external competitor benchmarking and industry trends to define B2B Customer Experience goals and strategy. Work with cross-functional colleagues in HQ and Markets to define the roadmap including prioritization of initiatives and development of business cases. Define project objectives and scope work with cross-functional colleagues markets and IS/IT to build project charters and lead development implementation support. Recommend market organizational set-ups related to field of expertise Ensure knowledge sharing and industrialize roll-out across markets Education and experience At least 10 years' of experience in managing transformational business projects with a focus on B2B customer service University degree or equivalent MBA Project management and/or consulting experience with a strong grasp of translating business needs into IS/IT initiatives Demonstrated ability to engage with senior management Good understanding of B2B industry practices Fluent in English French is an asset Show us that you have strong customer and marketing insight and proven leadership experience in a complex cross-functional environment. Your project and stakeholder management skills will be highly appreciated. Your financial knowledge regarding sales statistics will help you to succeed in this position. If you think your passion about coffee expertise will contribute to our business apply in English at www.nestle.com/jobs The Nestlé Group is the World's leading Nutrition Health and Wellness Company with 88 8 billion Swiss Francs in sales in 2015 more than 335 000 employees worldwide and 436 factories in more than 85 countries. We offer an attractive and dynamic international working environment with constant opportunities for development reflecting our conviction that people are our most important asset. Learn more about our Group and reasons to join us on www.nestle.com.
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