Position Snapshot:

• Nespresso Italy – Milan HQ (Assago)
• Permanent Contract
• Nestlé welcomes people with disabilities
• 6–8 years of experience in Digital Growth, eCommerce, CX, or Digital Business Optimization roles within high‑performance environments (eCommerce pure players, digital/growth agencies, tech scale-ups, or digital transformation teams).
• Strong background in growth strategy, omni-channel customer journey design, business impact analysis and strategic decision-making.
• Fluent in Italian and English.

Position Summary

You will join the Digital Commerce team, reporting to the Digital Commerce Manager, with a mission to drive the growth and evolution of Nespresso’s digital ecosystem across web, app and B2B channels.

In this role, you will design the strategic evolution of the digital customer journey from acquisition to conversion and retention, leveraging insights, market dynamics and experimentation to identify and activate growth opportunities. Your responsibilities go beyond data interpretation: you will connect signals, challenge assumptions, influence priorities and orchestrate cross-functional actions.

You will act as a strategic partner across eComm, CRM, Marketing, Media, Retail, CRC and Global teams, ensuring coherence, alignment and customer-centricity across all touchpoints. This role requires strong leadership, cross-functional influence and the ability to create impact through strategic decision-making.

As the organization evolves, this role offers future exposure to people management responsibilities.

A Day in the Life of a Digital Commerce Growth & CX Lead

Strategic Growth & Experience Leadership:

• Define and orchestrate the digital growth strategy, aligning acquisition, conversion and retention priorities across channels and teams.
• Translate insights into cross-functional action, connecting data, business needs, customer behaviours and market trends.
• Influence and challenge business stakeholders to ensure digital priorities reflect market needs and growth opportunities.
  
  

Cross-channel Journey & CX Leadership:

• Lead the design and optimisation of digital journeys (web, app, B2B), ensuring a cohesive experience with CRM, customer service and retail.
• Co-create with CRM, Marketing, Retail, CRC and B2B teams to drive omni-channel customer experience strategies.
  
  

Growth Initiatives & Strategic Opportunities:

• Drive cross-functional growth initiatives across onboarding flows, conversion funnels, checkout optimisation, subscriptions and repeat purchase journeys.
• Identify and evaluate new digital growth opportunities, including emerging channels, partnerships and potential innovations (e.g., TikTok Shop, marketplace integrations).
  
  

Collaboration with Global:

• Collaborate with Global Digital Product & CX teams, ensuring local priorities shape roadmap decisions and feature development.
  
  

Performance Governance:

• Oversee key funnel KPIs, ensuring strategic decisions are grounded in insights.
• Lead forecasting and business planning for traffic, conversion and incremental revenue growth.
• Challenge assumptions and propose strategic scenarios to senior leadership.

What Will Make You Successful

• Experience in defining digital strategies, cross-channel growth plans and CX improvements
• Ability to connect insights from multiple sources into clear, strategic decisions.
• Demonstrated experience leading cross-functional alignment and influencing without authority.
• Strategic thinker with strong business sensitivity and the ability to navigate complexity.
• Strong expertise in CRO, funnel understanding and journey optimisation.
• Ability to work closely with product/tech teams and contribute to prioritisation and roadmap discussions.
• Excellent communication, synthesis and stakeholder management skills.
• Proactive, structured, able to take ownership and push forward growth opportunities.

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.