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Digital Consumer Experience Manager
3 mesi fa
Position SnapshotNestlé Milan headquartersAt least 5 years' experience in digital consumer experience and optimization preferably in FMCG or retailAnalytical skill, project management, consumer journey analysisAbility to work in matrixKnowledge of marketing technology and media landscapeStrategic planning and target settingFluent in English and ItalianPosition SummaryDrive and inspire cross-functional Digital CX excellence in the market.
The Digital CX Manager will support the market organization to manage and optimize various digital platforms and services to enhance consumer experience.
This includes supporting the activations optimization of multibrand CRM, loyalty programs, digital products, digital shelf, eCommerce (where applicable), web and apps backend standards.The Digital CX Manager will work in the matrix and will orchestrate various touchpoints in the consumer journey, enhancing a holistic view of the consumer.The role involves understanding consumer needs and preferences, designing and optimizing consumer touchpoints, utilizing data to power consumer journey orchestration, monitoring and measuring consumer satisfaction, collaborating with internal teams, implementing consumer feedback programs, and staying updated on industry trends.A Day in the Life of Digital CX ManagerManage and optimize the multibrand CRMs activities and support local brands managing their digital CX touchpoints through activation of CRM strategy and tactics.Leverage a Nestlé common approach on 1PD to deliver personalized consumer experiences at scale.Collaborate with other CX leads in the market and at the zone level to ensure a common approach, operating models, and technology.Monitor and track the effectiveness of the consumer experience in the market through KPIs that measure consumer satisfaction and CX metrics, such as Net Promoter Score (NPS), consumer satisfaction (CSAT), and consumer Net Effort Score (NES).Keep track of industry trends, best practices, emerging Digital CX technologies, and artificial intelligence related to consumer experience.Collaborate with various internal teams, including marketing, media, product development, sales, insights analytics, and consumer services, to ensure a seamless and consistent consumer experience across all touchpoints and provide guidance and support to these teams to align their efforts with the consumer experience plans.What will make you successful?Digital marketing and CRM backgroundCuriosity and collaborative mindset to work within a matrix organization and international environmentStrong results-driven attitude with data analytical abilities to drive decisionsProblem-solving and project managementStrong learning and mental agilityStrong relationship management and communication skillsTrustworthy approachOpen, honest, and transparent attitudeCourage to speak up and passion for the job #J-18808-Ljbffr
