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Head of Customer Experience

Head of Customer Experience

Gatwick, GB, RH6 0PA

Gatwick, GB, RH6 0PA

Position Snapshot

Nespresso
 
Head of Customer Experience 

Gatwick

Competitive salary (£70-80,000 depending on experience) plus potential bonus + car allowance + fantastic benefits 

This is a full time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to use during the recruitment process to understand what this could look like for you. 
 

Position Summary

Nespresso are recruiting for a talented Head of Customer Experience to join their team who will translate brand purpose into a coherent and engaging consumer experience, putting the consumer at the heart of everything we do and further shaping our position as a leading brand. In this brand new role and reporting into the Marketing Director you will work to increase brand credibility, elevate the experience for our consumers and push boundaries in the omnichannel context.

 

A little bit about us
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.
 

A day in the life of...

As the Head of Customer Experience you will lead the customer experience for the UK&I and bring it to life with a cross functional team, providing a framework to guide omni-channel execution (B2C & B2B). You will set the framework for our customer teams to grow long-term relationships, capture consumer-driven opportunities and carve out new directions, exciting and inspiring them by creating personalized experiences in both digital and physical spaces. You will:

 

Derive a distinct customer experience from the brand 

  • Guide with innovative concepts to enrich and shape the future of customer experience 
  • Lead the creation and implementation of an innovative strategy that delivers a trusted and unrivalled luxury experience across multiple channels to drive customer engagement and revenue growth
  • Define and communicate the Customer Experience vision in line with brand, business strategy and company values
  • Engage with and inspire cross functional team of Digital & Retail & Customer experts, and key stakeholders across the business
  • Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience
  • Collaborate with HQ to inform technical opportunities and accelerate capabilities & knowledge at global level, build and grow support  
  • Help to inspire the sourcing of world class online systems to support the delivery of the customer journey, drive local pilots

 

Implement a framework to constantly monitor and evolve customer experience based on measurable KPIs 

  • Collaborate with Customer teams build a first-hand understanding of the current customer experience, establish transparency of the customer journey as seen through shoppers' eyes across all touch points, utilising customer feedback. 
  • Gather and overlay with research insight and employee feedback to inform the business and drive improvements for engagement, service and loyalty 
  • Work with Marketing and Channel teams to map customer journeys, outline the picture of success and help define benchmarks and measures to deliver and exceed customer expectations
  • Collaborate with Marketing, IT and Channel teams to enable and further build data capture and enrichment across our various consumer touchpoints
     

What will make you successful

The successful candidate will bring with them a wealth of experience working in a senior leadership role driving brand-led strategies and change in Marketing/ Brand agency/ Consultancy. They will have proven experience of delivering integrated multichannel experiences and/or growing and developing customer service/ experience in digital businesses. They will have experience with luxury, high premium brands and within a retail environment. They will also:

 

  • Have the ability to strategically plan 
  • Project leadership skills on a multi-stakeholder level 
  • Be able to take financial and budget accountability 
  • Have strong commercial acumen to justify business investment 
  • Have the ability to communicate and present information to inspire the organisation and influence the business 
  • Thrive in a matrix organisation with effective influencing skills.
  • Have excellent relationship building both externally & internally
  • Ideally have experience in running a contact centre and developing VIP programs 
     

What you need to know

What can we offer in return? Great benefits you’d expect from a business the size of Nestlé – in the shape of a competitive salary and benefits package, bonus scheme, flexible working scheme, 25 days holiday plus bank holidays plus flex leave, pension scheme and a real focus on personal development and growth.


The closing date for this role is Tuesday 20th April 2021.


We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.


At Nestlé, our values are rooted in respect – for our employees, our customers and our consumers.  That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process.  Be yourself, everyone else is taken!

 

Right to work in the UK 
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We have assessed this role and it could be applicable for sponsorship under the Skilled Worker route. If you do not have the right to work in the UK and you are unable to gain this independently, we may be able to provide sponsorship under the Skilled Worker route in line with the Home office guidelines. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the eligibility criteria under the Skilled Worker route and understand the immigration fees that you would be responsible for when making a visa application. If you require sponsorship, please discuss this with us as part of the recruitment process.


 

Position Snapshot

Nespresso
 
Head of Customer Experience 

Gatwick

Competitive salary (£70-80,000 depending on experience) plus potential bonus + car allowance + fantastic benefits 

This is a full time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to use during the recruitment process to understand what this could look like for you. 
 

Position Summary

Nespresso are recruiting for a talented Head of Customer Experience to join their team who will translate brand purpose into a coherent and engaging consumer experience, putting the consumer at the heart of everything we do and further shaping our position as a leading brand. In this brand new role and reporting into the Marketing Director you will work to increase brand credibility, elevate the experience for our consumers and push boundaries in the omnichannel context.

 

A little bit about us
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.
 

A day in the life of...

As the Head of Customer Experience you will lead the customer experience for the UK&I and bring it to life with a cross functional team, providing a framework to guide omni-channel execution (B2C & B2B). You will set the framework for our customer teams to grow long-term relationships, capture consumer-driven opportunities and carve out new directions, exciting and inspiring them by creating personalized experiences in both digital and physical spaces. You will:

 

Derive a distinct customer experience from the brand 

  • Guide with innovative concepts to enrich and shape the future of customer experience 
  • Lead the creation and implementation of an innovative strategy that delivers a trusted and unrivalled luxury experience across multiple channels to drive customer engagement and revenue growth
  • Define and communicate the Customer Experience vision in line with brand, business strategy and company values
  • Engage with and inspire cross functional team of Digital & Retail & Customer experts, and key stakeholders across the business
  • Play an ambassadorial role in developing a stronger “customer experience” mind set & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience
  • Collaborate with HQ to inform technical opportunities and accelerate capabilities & knowledge at global level, build and grow support  
  • Help to inspire the sourcing of world class online systems to support the delivery of the customer journey, drive local pilots

 

Implement a framework to constantly monitor and evolve customer experience based on measurable KPIs 

  • Collaborate with Customer teams build a first-hand understanding of the current customer experience, establish transparency of the customer journey as seen through shoppers' eyes across all touch points, utilising customer feedback. 
  • Gather and overlay with research insight and employee feedback to inform the business and drive improvements for engagement, service and loyalty 
  • Work with Marketing and Channel teams to map customer journeys, outline the picture of success and help define benchmarks and measures to deliver and exceed customer expectations
  • Collaborate with Marketing, IT and Channel teams to enable and further build data capture and enrichment across our various consumer touchpoints
     

What will make you successful

The successful candidate will bring with them a wealth of experience working in a senior leadership role driving brand-led strategies and change in Marketing/ Brand agency/ Consultancy. They will have proven experience of delivering integrated multichannel experiences and/or growing and developing customer service/ experience in digital businesses. They will have experience with luxury, high premium brands and within a retail environment. They will also:

 

  • Have the ability to strategically plan 
  • Project leadership skills on a multi-stakeholder level 
  • Be able to take financial and budget accountability 
  • Have strong commercial acumen to justify business investment 
  • Have the ability to communicate and present information to inspire the organisation and influence the business 
  • Thrive in a matrix organisation with effective influencing skills.
  • Have excellent relationship building both externally & internally
  • Ideally have experience in running a contact centre and developing VIP programs 
     

What you need to know

What can we offer in return? Great benefits you’d expect from a business the size of Nestlé – in the shape of a competitive salary and benefits package, bonus scheme, flexible working scheme, 25 days holiday plus bank holidays plus flex leave, pension scheme and a real focus on personal development and growth.


The closing date for this role is Tuesday 20th April 2021.


We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.


At Nestlé, our values are rooted in respect – for our employees, our customers and our consumers.  That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process.  Be yourself, everyone else is taken!

 

Right to work in the UK 
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. The successful candidate therefore must be able to demonstrate their right to work status for the UK during the recruitment process. We have assessed this role and it could be applicable for sponsorship under the Skilled Worker route. If you do not have the right to work in the UK and you are unable to gain this independently, we may be able to provide sponsorship under the Skilled Worker route in line with the Home office guidelines. We encourage you to review the UK Home Office guidelines ahead of submitting a job application to review whether you meet the eligibility criteria under the Skilled Worker route and understand the immigration fees that you would be responsible for when making a visa application. If you require sponsorship, please discuss this with us as part of the recruitment process.


 

Apply now »