Nespresso is hiring a Manager, Customer Experience Analytics for our NYC office. This person is responsible for driving measurement and continuous improvement strategies with respect to Nespresso's direct customer base. This is a leadership role that will manage two direct reports and will work closely across numerous functions including, CRM, Product Strategy, Communications, Consumer Insights, Ecommerce, IT and Data Management.
A Day in the Life:
Continuous CX Improvement Leadership:
Develop and implement, in partnership with channel owners and CRM team, a cross-channel testing strategy which spans various lifecycle stages to achieve key onboarding, retention, and engagement goals.
Ensure all proposed CX improvements or initiatives are measurable, and performance is tracked.
Champion continuous improvement through creation and execution of learning plans, utilizing expertise in A/B testing, design of experiment, data, and analytics.
Provide strategic recommendations for CX and audience targeting improvements to key stakeholders based on learnings from executed tests and adjust future tests accordingly.
Deep and Rigorous CX Analyses and Recommendations:
Partner with channel owners and CRM team on a learning plan to identify pivotal, loyalty building moments in the consumer lifecycle and form a Signature Moments strategy.
Lead a team to identify, analyze and explain key business issues both within the consumer base and across consumer lifecycles.
Provide business relevant recommendations on how to improve CX to increase consumption and retention.
Develop & present summaries of key findings & recommendations for senior leadership.
Lead a team to operate as a single source of truth for direct customer KPIs, and to provide clear and timely KPI reporting monthly or as needed.
Automate and industrialize KPI reporting to reduce manual processes and democratize data.
Provide deeper context around KPI trends and performance to senior leadership.
Develop and industrialize additional KPIs based on business needs.
Work with team members to drive consistency and excellence in delivery of key elements.
Develop team skill sets and manage their workload effectively
Bachelor’s Degree required, preferably in Business/Marketing, Statistics, or Computer Science.
Continuing education in a Marketing, Business or Analytics related field strongly preferred.
7+ years of experience in CRM and Marketing Analytics
Deep understanding of direct-to-consumer campaign management and email marketing tools (Salesforce, Adobe Campaign, etc.) and techniques
Proven ability to develop and manage people
Advanced SQL querying skills required (5+ years)
Programming language skills (R, Python, etc.) preferred
Experience with data visualization tools (PowerBI, Tableau, etc.) a plus
Experience with cloud computing platforms (Azure, AWS, Google Cloud, etc.) a plus
Benefits and Perks:
Quarterly and annual bonus
Medical, dental, and vision plans
401K savings match
Paid vacation time
Tuition reimbursement program
Referral bonus program
Recognition program with monetary rewards
Nestle corporate discounts
Free Machine and coffee allowance
The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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During the Interview
During the interview:
Put your best foot forward by arriving in appropriate attire and showcasing the situations, behaviors, and outcomes that have led to your success. By highlighting the skills you obtained in the military and owning your accomplishments, you’ll make a lasting impression.
Dress in business formal
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Emphasize your dedication to the job
After the Interview
After the interview:
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The Nestlé Companies are equal opportunity and affirmative action employers and are looking for diversity in qualified candidates for employment: Disabled/Veteran. If you require an accommodation in order to view or apply to open positions, please dial 711 and provide this number to the operator: 1-877-204-8650. For technical assistance: email NesCareersSupport@icareerhelp.com or phone 1-877-204-8650.