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Customer Lifecycle Manager

Customer Lifecycle Manager

Gatwick, GB, RH6 0PA

Gatwick, GB, RH6 0PA

Position Snapshot

Nespresso
 
Customer Lifecycle Manager

Gatwick

Competitive salary (up to £50,000 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 Customer Lifecycle Manager to join their team. This role is integrally dedicated to the management of the customer lifecycle, from the acquisition to the onboarding of the newcomers all the way through to upsell and retention led activities. This role collaborates closely with Insights, Marketing and Commercial to create experiences that customers value whilst delivering results for our business.

 

A little bit about us
We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating units of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso to be 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 can be enjoyed in the comfort of consumers' own homes and also savoured 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 a Customer Lifecycle Manager you will:

 

  • Design and execute upsell and retention omnichannel lifecycle strategies (in line with the overall B2C consumer experience strategy and the Nespresso brand) by: 
  • Using insights to define relevant lifecycle strategy and propose initiatives across channels.
  • Proposing local campaigns to create the desired outcome in line with the lifecycle strategy includingmanagement anddevelopment of the creative concept), maximizing value per member supported with clear insights, a clear communication strategy and maximising all channels where possible
  • Ensuring all communications are geared to clear customer objectives, e.g. onboarding, consumption or retention, and all activities align with the marketing objectives KPIs
  • Optimising the customer experience looking at contact strategy, message hierarchy, optimal email pressure, working in collaboration with analytics team to target based on value vs short term uplift, etc, unlocking channels for continued contact and overall developing the personalisation strategy in order to create 1:1 experiences.
  • Working in close collaboration with the analytics team to use propensity models for optimised targeting and messaging
  • Clearly measuring and tracking campaign performance

 

You will also look to continuously improve the consumer experience by:

 

  • Analyzing the omni-channel consumer experience for prospects, new or existing members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration Data & Insights and CC&S
  • Benchmarking local performance with international best practices and local competitive performance
  • Tracking and optimizing campaigns for relevant audience
  • Providing recommendations to channels for continuous improvement in the omnichannel consumer experience for new members and prospects
  • Driving continuous improvement through conducting pre- and post-evaluations
  • Ensuring insight is at the heart of all customer communication planning
  • Sharing best practice with HQ and other markets, as well as taking in best practices which can be applied to local programmes
     

What will make you successful

The successful candidate will have solid experience in CRM or Consumer Experience in a marketing team or in an agency recognized for design thinking methodology. They will have excellent business acumen and be at ease with insights and analytics approach (e.g. modelling, segmentation, customer lifetime value, ROI). They will have exceptional stakeholder management skills and the ability to influence. They will also have:

 

  • Expertise in CRM activation: creative management, offers construction, lifecycle orchestration, etc 
  • Experience of working with CRM tools, i.e. Taxi or other
  • Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense)
  • Experience with necessary stakeholders , e.g. external agencies, analytics teams, campaign selections, operations, etc
  • Demonstrated success in retention and upselling initiatives
     

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 18th May 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.
 

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 18th May 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
 
Customer Lifecycle Manager

Gatwick

Competitive salary (up to £50,000 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 Customer Lifecycle Manager to join their team. This role is integrally dedicated to the management of the customer lifecycle, from the acquisition to the onboarding of the newcomers all the way through to upsell and retention led activities. This role collaborates closely with Insights, Marketing and Commercial to create experiences that customers value whilst delivering results for our business.

 

A little bit about us
We are the Nestlé Nespresso SA Company and are proud to be one of the fastest growing operating units of Nestlé. Our passionate, entrepreneurial-minded team has transformed Nespresso to be 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 can be enjoyed in the comfort of consumers' own homes and also savoured 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 a Customer Lifecycle Manager you will:

 

  • Design and execute upsell and retention omnichannel lifecycle strategies (in line with the overall B2C consumer experience strategy and the Nespresso brand) by: 
  • Using insights to define relevant lifecycle strategy and propose initiatives across channels.
  • Proposing local campaigns to create the desired outcome in line with the lifecycle strategy includingmanagement anddevelopment of the creative concept), maximizing value per member supported with clear insights, a clear communication strategy and maximising all channels where possible
  • Ensuring all communications are geared to clear customer objectives, e.g. onboarding, consumption or retention, and all activities align with the marketing objectives KPIs
  • Optimising the customer experience looking at contact strategy, message hierarchy, optimal email pressure, working in collaboration with analytics team to target based on value vs short term uplift, etc, unlocking channels for continued contact and overall developing the personalisation strategy in order to create 1:1 experiences.
  • Working in close collaboration with the analytics team to use propensity models for optimised targeting and messaging
  • Clearly measuring and tracking campaign performance

 

You will also look to continuously improve the consumer experience by:

 

  • Analyzing the omni-channel consumer experience for prospects, new or existing members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration Data & Insights and CC&S
  • Benchmarking local performance with international best practices and local competitive performance
  • Tracking and optimizing campaigns for relevant audience
  • Providing recommendations to channels for continuous improvement in the omnichannel consumer experience for new members and prospects
  • Driving continuous improvement through conducting pre- and post-evaluations
  • Ensuring insight is at the heart of all customer communication planning
  • Sharing best practice with HQ and other markets, as well as taking in best practices which can be applied to local programmes
     

What will make you successful

The successful candidate will have solid experience in CRM or Consumer Experience in a marketing team or in an agency recognized for design thinking methodology. They will have excellent business acumen and be at ease with insights and analytics approach (e.g. modelling, segmentation, customer lifetime value, ROI). They will have exceptional stakeholder management skills and the ability to influence. They will also have:

 

  • Expertise in CRM activation: creative management, offers construction, lifecycle orchestration, etc 
  • Experience of working with CRM tools, i.e. Taxi or other
  • Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense)
  • Experience with necessary stakeholders , e.g. external agencies, analytics teams, campaign selections, operations, etc
  • Demonstrated success in retention and upselling initiatives
     

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 18th May 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.
 

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 18th May 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 »