Nespresso - Consumer Experience & Insights Manager

7 mesi fa

Assago, Italia Nestle Operational Services Worldwide SA A tempo pieno

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 organ

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