Job Description

Posizione

Mission


Within the Global Care Service team, based in Rome, we are looking for a Care Service Process Engineer. Reporting to the Global Care Service Director, the selected candidate will contribute to the optimization of Care Service processes and the design of supporting digital solutions to improve operational efficiency and enhance the Client Experience. He/ she will also participate in defining, monitoring, and analyzing KPIs to assess the impact of implemented initiatives, as well as supporting Care Service project management activities in line with departmental strategic objectives.

Responsabilità del lavoro

Accountabilities

  • Support the smooth and successful deployment and completion of Care Service projects (including digital transformation ones) by collaborating closely with all counterparts and relevant stakeholders (Business Units, Markets, IT, Finance, Supply Chain, Legal, etc.);

  • Participate in defining the overall Care Service program to offer an ultimate luxury experience;

  • Review Care Service processes, and identify possible optimizations aimed at improving effectiveness, efficiency and/or governance; use data-driven insights to recommend process improvements and operational efficiencies;

  • Implement and track KPIs to measure the effectiveness and efficiency of Care Service operations across global markets; ensure KPIs’ alignment with strategic goals, thus providing clear, actionable insights for senior management and other stakeholders;

  • Create comprehensive reports and dashboards for data visualization;

  • Work closely with IT, BUs, Finance, Supply Chain, and local market teams to collect, analyze, and report on data from various sources;

  • Provide regular updates on Care Service performance to leadership and key stakeholders, highlighting areas of success and improvement.

    • Profilo

    Qualifications

  • Degree in Business Administration, Economics, Data Analytics, Engineering, or a related field

  • 3–5 years of experience in project management, performance management, or process improvement roles, preferably within after-sales, Care services, luxury retail, or service-oriented environments

  • Proficiency in data analysis tools, reporting software, SAP, and advanced MS Excel skills (Power BI experience is a plus)

  • Previous experience in process management and re-engineering

  • Strong command of data analysis, KPI development, and performance measurement

  • Understanding of the luxury or hospitality industries is a plus

  • Fluency in English and Italian

    • Competencies

  • Client-centric mindset, with a passion for delivering high-quality service

  • Proactive and solution-oriented, with a focus on driving performance improvements

  • Strong analytical skills, with the ability to translate data into actionable insights

  • Detail-oriented, with a focus on continuous improvement and efficiency

  • Excellent communication and interpersonal skills, capable of working with cross-functional teams

  • Resilient and adaptable in a dynamic, fast-paced environment

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