Consumer Experience & Insights Manager

Collect, combine and translate data on customers, consumers, prospects, market and competition (both B2C and B2B), to support decision making through the whole market organization. Develop the consumer journey strategy (incl. brand positioning across all touchpoints), ensure the execution across channels and CC&S and partner closely and smoothly with the whole organization to align the market on a common omnichannel vision regarding customer experience. Continuously improve the consumer experience from acquisition to onboarding to retention to drive both customer satisfaction and business outcomes Develop and ensure execution of the consumer journey strategy across channels and CC&S: • Develop the consumer journey strategy in line with global frameworks • Leverage (internal and external) data, insights and recommendations • Define the activation (e.g. acquisition, promotion), onboarding and loyalty strategy for B2C • Formulate recommendations for the B2B consumer journey strategy (prospect, onboarding,retention) and CRM plan, whilst working in close collaboration with B2B • Contribute to the marketing strategy to drive the performance of the different channels within the full consumer journey • Contribute to the CC&S strategy by leveraging consumer insights, and help with priority setting for new initiatives Continuously improve the consumer experience: • Analyze and design the omni-channel consumer journey and consumer experience, based on omnichannel customer feedback and internal and external data & insights, in close collaboration with CC&S • Drive continuous improvement and ensure consistency across all touchpoints within the consumer journey by developing improvement initiatives Management Team Responsibilities: • Drive the organization's business results by making tactical and operational decisions by building the department in a sustainable way • Define and drive the right initiatives to achieve business results • Support the Marketing Manager in making optimal investments and decisions in the OP process for both CAPEX and OPEX People & Performance Management: • Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities • Build a strong team where team members collaborate effectively and understand their shared goals and purpose • Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals by use of the PDP methodology

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.