Customer Experience Lifecycle Specialist

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

You’re energized by challenges, creative brand-building… and great coffee?

The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee – just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.

Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for Customer Experience Lifecycle Specialist with the mission to:

Manage customer lifecycle from the acquisition to the onboarding of the new comers, the loyalty, retention and overall management of the downgraders/passive and inactives behaviors in collaboration with the Insights, the channels and the rest of the marketing department. Define, execute and implement both the acquisition and onboarding strategy and propose initiatives (in line with the Nespresso brand) across channels. Define, execute and implement the consumer retention strategy for B2C across all touchpoints (in line with Nespresso brand). And continuously improve the consumer experience E2E starting from prospectation based on feedbacks, data & insights and always oriented on value creation for Nespresso

A Day in the Life of a Customer Experience Lifecycle Specialist:

Detail the B2C omnichannel E2E lifecycle path from acquisition to retention across all touchpoints (in line with the overall B2C consumer experience strategy)

• Propose local acquisition campaigns to convert prospects into new members (e.g. manage the development of the creative concept), maximizing the efficiency of our recruitment tactics (e.g promotional investments versus acquisition, optimization of the cost of acquisition,...)
• Ensure onboarding process is integrated with acquisition strategy ensuring 1st, 2nd 3rd coffee order conversion, but an excellent exposure of our new comers to our wide range of services as well. The onboarding is critical to create the first layer of loyalty.
• Develop local retention campaigns and manage the development of creative concepts
• Create operational planning of retention campaigns
• Execute and implement consumer retention campaigns with support from the PR, Brand & (Corp.) Communications department (e.g. for drafting communication content), by using of correct and complete campaign briefings, acting as SPOC, and conducting pre/post evaluations
• Set-up and implement (CRM) retention programs (e.g. reward programs), with support from the PR, Brand & (Corp.) Communications department (e.g. for drafting communication content)

Continuously improve the consumer experience for propects, new, and existing members

• Analyze the omni-channel consumer experience for propects and new members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration Data & Insights and CC&S
• Benchmark local performance with international best practices and local competitive performance
• Track and optimize campaigns for new members and prospects
• Provide recommendations to channels and CC&S for continuous improvement in the omnichannel consumer experience for new members and prospects
• Support continuous improvement through conducting pre- and post-evaluations
• Analyze the omni-channel experience of existing members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration with the Data & Insights depertment and the Omnichannel customer voice specialist
• Track and optimize retention campaigns
• Benchmark local performance with international best practices and local competitive environment
• Provide recommendations for continuous improvement in the experience of existing members across channels and CC&S

What will make you successful

• Bachelors degree in Digital Marketing

• 4 - 5 Years of experience in Digital Marketing or CRM
• Experience managing Customer Journey (Onboarding, Prospecting, Churned, etc)
• Experience in using CRM tools
• Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
• Proven experience in Project Management is a plus
• Languages (Arabic & English)
• Experience in an international environment and fluency in English are a plus.

We Offer:

Interesting and challenging work in an international company – a branch of worldwide and well recognized FMCG concern

Possibility to work in a dynamic team of professionals and leaders

Possibility to work with challenging projects and responsible tasks

Atmosphere full of respect, professionalism

Possibility of development & career advancement

We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating unit of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso into the reference in portioned coffee and one of the world’s most trusted brands. Our growth comes from our commitment to research and development in order to pioneer and be the reference in the portioned coffee sector to provide the very highest quality coffees that could be enjoyed in the comfort of consumers own homes and also savored at out-of-home locations, such as restaurants, hotels, offices and luxury retail businesses. We guarantee quality by taking a careful, thoughtful approach in how we source our ingredients, produce and market our premium coffee products. With corporate headquarters in Lausanne, Switzerland, Nespresso is present in over 60 countries and counts over 12,000 employees worldwide. To learn more visit www.nespresso.com.

All qualified applicants will be given equal opportunity based on their experience and qualifications against the role requirements. In some geographies, candidates may be given preference according to nationalization requirements in compliance with the country local laws and regulations.