Position Snapshot: - Nespresso in Italy, Milan headquarter (Assago) - Nespresso Customer Care & Services Department - At least 2 years of experience in a similar role - University degree or equivalent; - Fluent in Italian and English. - Permanent contract Position Summary: Drive Customer Performances to ensure that Nespresso Services become best in class and Phone Sales are maximized, by coordinating outsourcer activity and create new model of coaching and training to activate performances and improvement within outsourcer activity. A day in the life of Sales&Service Coach: - Sales coach- Organize and perform coaching session with outsourcer and internal contact center to improve and drive sales; - Define, Create and Test new system and model on sales coaching and driving sales improvement with third parties support; - Define, Create and test new system with outsourcer on how to launch product, services and promotion engaging a third party; - Service Coach- Organize and perform coaching session with outsourcer and internal contact center to drive improvement in service level and customer experience; - Define, Create and Test new system and model on sales coaching and driving customer satisfaction improvement with third parties support; - Create and manage a project plan on improvement and inititiatives to drive Call Center NPS and Customer experience: with the outsourcer (call center) and internal contact center; - Identify improvement areas and perform analysis in order to drive Customer Satisfaction - Track performance progress and promote best practice - 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; - Idefine Business Case on possible inititiatives on sales and services linked to trends or on customer listening. What will make you successful: - Good project management skills; - Data insight and analytical approach; - Very good Communication skills; - Business and customer oriented approach; - Highly motivated & positive attitude; - Curiosity, spirit of initiative and innovative mindset; - Multiasking and problem solving skills