POSITION SNAPSHOT

Location: Linda-a-Velha, Portugal
Company: Nestlé Nespresso

Full-time

Type of Contract: Permanent
Degree/master’s degree

+2 years of experience

POSITION SUMMARY

Working at Nestlé means you'll join the world's largest food and beverage multinational. Our purpose is to improve the quality of life of our consumers, contributing to a healthier future. We are looking for a Consumer Experience Analyst to join our Nespresso’s Consumer Insights & Experience team. You will be responsible for developing, executing and implementing the customer experience strategy. You should also continuously improve the design of customer journey, based on omnichannel customer feedbacks, data & insights and always oriented on value creation for Nespresso.

Join this team and discover Nespresso!

A DAY IN THE LIFE OF A CONSUMER EXPERIENCE ANALYST

Detail, execute and implement the customer onboarding and retention strategy across all touchpoints

• Develop local onboarding and retention campaigns and manage the development of creative concepts;
• Create operational planning of onboarding and retention campaigns;
• Execute and implement customer onboarding and retention campaigns with support from Commercial team, 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) onboarding and retention programs (e.g. reward programs), with support from the PR, Brand & (Corp.) Communications department  (e.g. for drafting communication content);
• Develop local acquisition campaigns in close collaboration with Commercial teams and manage the development of creative concepts;
• Support and develop customer-specific marketing activities, e.g. local activation;
• Execute lead generation activities, while proactively exploring new lead generation strategies and tactics, and analysing the efficiency of the lead generation activities;

Continuously improve the customer experience

• Analyze the quality of the customers, based on customer feedback and internal and external data & insights, in close collaboration with Data Analysts;
• Benchmark local performance with international best practices and local competitive environment;
• Track and optimize consumer experience campaigns
• Provide recommendations for continuous improvement in the consumer experience using insights and recommendations provided by the all departments,
• Own the CRM calendar.

WHAT WILL MAKE YOU SUCCESSFUL

• University degree in marketing, commercial or equivalent and Business Administration, Economics
• Minimum of 3 years’ experience in similar position (direct sales) environment
• Good business acumen and at ease with analytical skills with the ability to bring conclusions to actionable plans
• Worked for a brand with an FMCG mindset (e.g. innovation speed, high business sense)
• Experience in project management ,managing stakeholders
• Proficiency in English
• Good command of the following tools/ softwares, Excel, Snowflake, SPSS & PowerBI
• Solid relational and communication skills to manage different stakeholders
• Ability to analyze campaign performance data and provide recommendations based on insights
• Ability to plan and prioritise different projects effectively
• Ability to think creatively within construct of given budget and to manage multiple requirements
• Strong passion for consumer experience and openness to learn and develop in this area
• Analytical, structured thinker, problem-solver and results-oriented