Position Snapshot

Location: Lisbon (Portugal)

Company: Nespresso

12 months

Fluent in English

About us

At Nespresso, we believe coffee has the power to create unique moments, bring people together, and make a positive impact on the world. That is why, every day, we strive to elevate the coffee experience through innovation, sustainability, and exceptional service. None of this would be possible without our people. We value diverse, passionate, and committed teams who make collaboration and drive to innovate the foundation of our success.

If you are looking to join a globally recognized brand where you will have the opportunity to grow, lead, and make a difference in our customers' experience, this opportunity could be for you

We are firmly committed to equal opportunities for men and women, as well as to age diversity, ethnicity, nationality, sexual orientation, social origin, religion or belief, and disability.

Position Summary

Lead and manage the end-to-end processes for Nespresso’s subscription programs, and loyalty initiatives (including NESPRESSO Club). Ensure a seamless, complaint and engaging customer experience across all touchpoints, supporting acquisition, retention, and brand advocacy. Collaborate closely with Customer Care, Insights, Channels, and Marketing to drive value for Nespresso and its customers.

A Day in the Life

- Lead the end-to-end management of Nespresso’s subscription and loyalty programs, driving customer acquisition, engagement, retention and lifetime value.

- Develop and execute subscription campaigns and loyalty initiatives, leveraging customer insights, segmentation and behavioral data to enhance customer experience.

- Monitor program performance, identify growth opportunities and implement actions to improve retention, reduce churn and optimize member engagement.

- Coordinate exclusive member offers, experiences, events and communications that strengthen brand affinity and customer loyalty.

- Collaborate with cross-functional teams to deliver a seamless omnichannel customer journey across eCommerce, Retail and Customer Care.

- Analyze customer feedback, market trends and performance data to continuously improve programs, campaigns and the overall value proposition.

- Ensure compliance with data privacy, financial and operational standards while maintaining high-quality processes, communications and customer data.

What Will Make You Successful

- University degree in Marketing, Business, or equivalente academic background. Other relevant fields of study will also be considered.

- 3+ years of experience in CRM, Loyalty, Subscriptions or a similar customer-focused commercial environment.

- Expertise in retention strategies, loyalty programs, customer lifecycle management, and leveraging data, analytics, and consumer insights to drive business decisions.

- Strong business acumen with the ability to leverage customer insights and performance metrics to drive commercial results.

- Experience managing complex cross-functional projects and collaborating with multiple stakeholders and external partners.

- Strong analytical, organizational and communication skills, with the ability to manage multiple priorities in a fast-paced environment.

- Customer-centric mindset with a deep understanding of consumer needs, behaviors and trends.

- Results-oriented and proactive, with a strong sense of ownership and accountability.

- Collaborative team player who builds strong relationships and communicates effectively across functions.

- Continuous improvement mindset, with the ability to challenge the status quo, drive change and identify opportunities to enhance customer experience and business performance.

What we offer 

Here at Nestlé we care about our Talents and we continuously work to have our teams engaged and our people achieving their best professional performance, without forgetting personal development and work-life balance. Joining us will bring you: 

• Development of expertise
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and well-being activities
• Competitive salary
• Health Insurance
• Meal allowance card
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office (in Lisbon)
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career.