Digital Consumer Experience Manager

4 mesi fa

Assago, Italia Nestle Operational Services Worldwide SA A tempo pieno

**Position Snapshot**
- Nestlé Milan headquarters
- At least 5 years’ experience in digital consumer experience and optimization preferably in FMCG o retail
- Analytical skill, project management, consumer journey analysis
- Ability to work in matrix
- Knowledge of marketing technology and media landscape
- Strategic planning and target setting
- Fluent English and Italian

**Position Summary**

Drive 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 an holistic view of the consumer to touchbase with.

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 Manager**
- Manage and optimize the multibrand CRMs activities and support local brands managing their digital CX touch points though activation of CRM strategy and tactics.
- Leverage a Nestlé common approach on 1PD to deliver personalised consumer experiences at scale.
- Collaborate with other CX leads in the market and a zone level to ensure common approach, operating models and technology.
- Monitor and track the effectiveness of the consumer experience in market through KPIs that measures consumer satisfaction and CX metrics, such as Net Promoter Score (NPS), consumer satisfaction (CSAT), and consumer Net effort score (NES).
- Keep a 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 background
- Curiosity and Collaborative mindset to work within a matrix organization and international environment
- Strong results-driven attitude with data analytical abilities to drive decisions.
- Problem solving and project management.
- Strong learning and mental agility.
- Strong relationship management and communication skills.
- Trust worthy approach
- Open honest and transparent attitude
- Courage to speak up and Passion for the job.

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