Nespresso - Consumer Experience & Insights Manager

Coffee is at the heart of everything we do, and consumer satisfaction is why we do it.
Our story started with one simple idea: everyone should be able to make the perfect cup of coffee at home. Something we still believe today, which is why we think delivering the highest quality coffee, sip after sip, is so important. At Nespresso, we revolutionize the world of coffee every day to create a positive impact and help improve people's lives and the environment around us.Working at Nespresso means being part of a diverse community that shares values of inclusion and diversity, all driven by the goal of creating a positive impact on people and nature. We believe that the union of diverse talents gives us a greater creative and innovative spirit to continue to offer unique coffee experiences.Position Snapshot: •    Nespresso Italy, Milan HQ (Assago) 
•    Permanent Contract
•    Bachelor's degree or equivalent in quantitative marketing, business or mathematics/statistics/econometrics. 
•   10-12 years of experience in CRM/CVM Manager roles; successful experience in implementing loyalty programs is considered advantageous.
•    Proven and consolidated experience as a CRM, Life Cycle or Customer Insights manager, preferably in a retail company with an omnichannel approach. Industries such as services, telecom, fashion, payment, OTT, and travel are highly desirable. Experience in big corporation of Direct-to-Consumer (DTC) business e/o FMCG are considered as relevant for the role.
•    Proven track record of success in developing and implementing CRM strategies to drive business growth and enhance customer experience, especially in environment with complexity/business transformation/capex intensive.
•    Attitude to continuous improvement of the consumer experience, from acquisition and onboarding to retention, to promote both customer satisfaction and business results striving for excellence in achieving objectives.
•    Fluency in Italian and English is mandatory. Position Summary 
Reporting to the Marketing Director, you will have extensive experience in CRM, Life Cycle, Loyalty and Customer Insights to join our dynamic team and drive our customer engagement strategy. You will hold a pivotal role in shaping and executing the customer relationship strategy, which is fundamental to Nespresso's overarching business strategy. Your will lead leadership driving customer engagement, loyalty, and satisfaction, ultimately contributing to Nespresso's continued growth and success.A day in the life of Consumer Experience and Insights Manager: CRM&Insight Strategy development: Utilize data analytics and customer insights to understand behaviors, preferences and trends, to support the creation of an effective data-driven strategies and to support the business decision making, driving a continuous improvement in CRM initiatives (e.g. external market and internal data, update/enrichment database, performance analysis, forecasting, insight generation).Customer Lyfecicle Management: Oversee all aspects of the customer lifecycle, from acquisition to retention, leveraging data-driven insights to optimize engagement and maximize customer lifetime value, from strategic ideation to the excellent execution through both B2C and B2B channels (consumer journey strategy, acquisition, onboarding, activation strategy, retention, loyalty, churn strategy...)Personalization and Segmentation: Develop personalized communication strategies according to the segmentation approach to deliver targeted and relevant messages to different customer segments across various channels in their life time and channel fruition with a continuous learning approach.Data Analysis and Insights: Utilize data analytics and customer insights to understand behaviors, preferences, and trends, driving continuous improvement in CRM initiatives and informing strategic decision-making.Customer Loyalty Programs: Manage, optimize and rethink Nespresso's loyalty programs, fostering brand loyalty and advocacy through tailored rewards, benefits, and experiences through an innovative and innovative approach.Cross-Functional Collaboration: Collaborate closely with brand, marketing, B2B and B2B  Channels, Finance, CCS and other departments to align CRM initiatives with overall business objectives and ensure consistent messaging and customer experiences.Lead the CRM team: In defining initiatives aimed at enhancing customer relationships and driving business results providing a solid support for strategic decision-making with an orientation towards listening and developing people.What will make you successful? Strong analytical skills, ability to interpret customer/market/competition data (B2C and B2B) and translate them into effective marketing strategies, with business acumen.Ability to develop the consumer journey strategy (including brand positioning across all touchpoints), ensuring execution through channels and collaborating closely with the entire organization to align the market on a common omnichannel vision for customer experience.Dedication to people management with a proven track record in managing people and teams, with have a natural inclination towards enabling individuals, coaching, and fostering the development of both individuals and the entire team. Furthermore, committed to creating a climate of trust, mental safety, collaboration, and high commitment, where every team member can express their skills and qualities to the fullest extent.Result-oriented mindset and possess experience in managing complex projects, particularly those that are capex-intensive, with a preference for familiarity with agile methodologies and design thinking. Additionally, candidates should demonstrate an innovation mindset and have experience in digital transformation and martech transitions.We are seeking a dynamic candidate with excellent relationship-building skills and a proven ability to thrive in multidisciplinary teams harmoniously. The ideal candidate will have experience working closely with various departments including business intelligence, big data, finance, and martech, facilitating seamless collaboration and effective communication across the organization.Strong spirit of innovation, curiosity, and willingness to experiment, winning mentality, inspirational attitude, coupled with dynamism and proactiveness in exploring new ideas and driving change.Excellent interpersonal communication skills, adaptable to different contexts, and able to effectively engage with diverse stakeholders.Additional experience in marketing, business development, finance, big data, and digital transformation would further enrich the candidate's background and contribute to their success in the role.Proven track record of success in developing and implementing CRM strategies to drive business growth and enhance customer experience, specially in environment with complexity/business transformation/capex intensive. Experience managing innovation projects that have significantly contributed to business success, including identifying market opportunities, developing new products or services, and implementing innovative strategies to meet customer needs. Proven ability to drive projects from concept to execution, leveraging cross-functional teams to deliver impactful results, such as increased revenue streams and strengthened market position.

---