Nespresso - Retention and Loyalty Specialist

**Position Snapshot**
- Nespresso Italy, Milan HQ (Assago)
- ** Permanent Contract**:

- Nestlé welcomes people with disabilities
- University’s Degree in Marketing, Economics or equivalent
- At least 3 years of experience in **CRM, Lifecycle or Loyalty**:

- Fluency in both Italian and English is required

**Position Summary**
We are looking for a **Retention & Loyalty Specialist** to join **Nespresso’s Marketing Department**. Reporting to the Lifecycle Manager, this role will primarily focus on maintaining and designing the lifecycle strategy aimed at downgrading and inactive customers, as well as collaborating on the development of the loyalty program. You will work closely with the Insights, Channels, Finance teams, and the rest of the Marketing Department to structure activities that ensure a healthy active customer base.

**A Day in the Life of a Retention&Loyality Specialist**
- Manage the retention and loyalty strategy by creating operational plans, adapting content and communication assets, aligning with involved cross-functional teams and managing related deliveries and budgets.
- Oversee customer retention by leveraging data-driven insights to optimize engagement and maximize customer lifetime value, from strategic ideation to excellent execution through B2C channels
- Pre-evaluate, track and post-evaluate the performance of lifecycle programs/campaigns, providing recommendations for optimization
- Utilize data analytics and customer insights to understand behaviors, preferences and trends, driving continuous improvement in CRM initiatives.
- Forecast customer KPIs and propose activities to seize opportunities.
- Benchmark local performance with international best practices and local competitive performance.
- Develop personalized communication strategies based on segmentation approaches to deliver targeted and relevant messages to different customer segments across various channels.
- Collaborate to optimize and rethink Nespresso's loyalty programs, fostering brand loyalty and advocacy through tailored rewards, benefits, and experiences with an innovative approach.

**What will make you successful?**
- At least 3 years of experience in CRM, Lifecycle or Loyalty: lifecycle activities based on CRM insights; customer data analysis; use of CRM platforms and campaign management tools (Knime, SAP HANA, PowerBI, Adobe Experience Platform, Adobe Campaign).
- Creative and flexible mindset, with a strong spirit of innovation, curiosity, and willingness to experiment.
- Ability to act independently and to design retention strategies that drive business growth and enhance customer experience.
- Strong analytical skills and business acumen, with proficiency in financial/analytical models such as customer lifetime value and ROI.
- Experience working for a brand with an FMCG mindset (e.g., innovation speed, strong business sense).
- Excellent interpersonal and communication skills, adaptable to different contexts and effective with diverse stakeholders.
- Proficient in Excel and PowerPoint, with strong presentation capabilities.

At Nespresso, we embrace inclusive language—feel free to share your pronouns on your CV. Our agile working model allows flexibility in office days, defined with your team.

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