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Consumer Experience Loyalty & Retention Specialist

Consumer Experience Loyalty & Retention Specialist

Assago, IT

Assago, IT

<span style="font-family:"Calibri",sans-serif">The Nespresso story begin with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee.

<span style="font-family:"Calibri",sans-serif">Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their espresso coffee.

Position Snapshot

 

  • Nespresso in Italy, Milan headquarter (Assago)
  • Nespresso Marketing Department
  • Permanent Contract
  • At least 5 years of experience in marketing team
  • Prior experience in CRM
Position Summary

 

This role is integraly dedicated to the creation and management of loyal relations with existing customers.

He/she will collaborates closely with the Insights, the channels and the rest of the Marketing Department, defining and aligning both the retention and loyalty strategy and proposing new initiatives across channels and Customer Care & Services (in line with the overall B2C customer experience strategy and the Nespresso brand).

A day in the life of... Consumer Experience Loyalty & Retention Specialist

 

  • Review and implementation of Loyalty program (main CRM KPIs analysis, redemption and ROI of benefits, consumer evolution by Tier)
  • Develop and define Lifecycle mechanics to prevent passivity and churn;
  • Develop and define Reactivation mechanics to reactivate customers with pre and post evaluation of the results;
  • Manage and execute CRM Lifecycle programs (campaign setup and targeting through the Campaign management tool);
  • Develop and define Reactivation mechanics to reactivate customers with pre and post evaluation of the results;
  • Guarantee Retention process is integrated with onboarding activities;
  • Analyze the omni-channel consumer experience for our customers, based on omni-channel customer feedback, internal and external data & insights, in close collaboration with Data & Insights team and Customer Care & Services;
  • Benchmark local performance with international best practices and local competitive performance;
  • Provide recommendations to channels and Customer Care & Services for continuous improvement in the omni-channel consumer experience for existing members
  • Support continuous improvement through conducting pre and post-evaluations.
What Will Make You Successful

 

  • Prior experience in CRM activation: offers construction, lifecycle orchestration based on CRM insights
  • Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense);
  • Creative and flexible mindset;
  • Ability to create insights and new ideas based on figures and behaviours;
  • Good business acumen and at ease with financial models: customer lifetime value, ROI, ...;
  • Experience in project management (of complex projects), managing both stakeholders and external agencies;
  • Good analytical and presentation skills;
  • Interest in working in a fast-paced and rapidly-changing environment and be able to prioritize;
  • Ability to act independently;
  • University degree in marketing, commercial or equivalent;
  • Fluent in English.

<span style="font-family:"Calibri",sans-serif">The Nespresso story begin with a simple but revolutionary idea: enable anyone to create the perfect cup of espresso coffee.

<span style="font-family:"Calibri",sans-serif">Since 1986, Nespresso has redefined and revolutionized the way millions of people enjoy their espresso coffee.

Position Snapshot

 

  • Nespresso in Italy, Milan headquarter (Assago)
  • Nespresso Marketing Department
  • Permanent Contract
  • At least 5 years of experience in marketing team
  • Prior experience in CRM
Position Summary

 

This role is integraly dedicated to the creation and management of loyal relations with existing customers.

He/she will collaborates closely with the Insights, the channels and the rest of the Marketing Department, defining and aligning both the retention and loyalty strategy and proposing new initiatives across channels and Customer Care & Services (in line with the overall B2C customer experience strategy and the Nespresso brand).

A day in the life of... Consumer Experience Loyalty & Retention Specialist

 

  • Review and implementation of Loyalty program (main CRM KPIs analysis, redemption and ROI of benefits, consumer evolution by Tier)
  • Develop and define Lifecycle mechanics to prevent passivity and churn;
  • Develop and define Reactivation mechanics to reactivate customers with pre and post evaluation of the results;
  • Manage and execute CRM Lifecycle programs (campaign setup and targeting through the Campaign management tool);
  • Develop and define Reactivation mechanics to reactivate customers with pre and post evaluation of the results;
  • Guarantee Retention process is integrated with onboarding activities;
  • Analyze the omni-channel consumer experience for our customers, based on omni-channel customer feedback, internal and external data & insights, in close collaboration with Data & Insights team and Customer Care & Services;
  • Benchmark local performance with international best practices and local competitive performance;
  • Provide recommendations to channels and Customer Care & Services for continuous improvement in the omni-channel consumer experience for existing members
  • Support continuous improvement through conducting pre and post-evaluations.
What Will Make You Successful

 

  • Prior experience in CRM activation: offers construction, lifecycle orchestration based on CRM insights
  • Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense);
  • Creative and flexible mindset;
  • Ability to create insights and new ideas based on figures and behaviours;
  • Good business acumen and at ease with financial models: customer lifetime value, ROI, ...;
  • Experience in project management (of complex projects), managing both stakeholders and external agencies;
  • Good analytical and presentation skills;
  • Interest in working in a fast-paced and rapidly-changing environment and be able to prioritize;
  • Ability to act independently;
  • University degree in marketing, commercial or equivalent;
  • Fluent in English.

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