Consumer Experience, Lifecycle

2 weeks ago

Montreal, Quebec, Canada Nestle Full time

Business areas:
Nespresso Canada

Job title:
Marketing manager

- consumer experience & lifecycle

Location:
Montreal, QC

**Position Summary
**We are looking for a marketing manager
- consumer experience & lifecycle to work at Nespresso, in Montreal, reporting into the B2C Marketing manager. The consumer experience, lifecycle & retention manager will act as the lead for all the projects link to the customer lifecycle management as well as the gatekeeper of all initiatives & touchpoints link to the customer.

**A little bit about us
**Joining Nespresso means embarking on a unique adventure within a growing, innovative company.

At Nespresso, you will learn about our passion for perfection and for the exceptional, and about our values, which are guided by this same passion:
Nespresso excellence.

Position summary

As a Customer lifecycle programs manager you will have a great opportunity to contribute to three areas of responsibility: Strategize the roadmap of the customer lifecycle with Nespresso, identify key opportunities to increase loyalty (long terme & short term), develop & launch of different programs available but also to assist & contribute to categories strategies to build a clear & efficient stream for the customer.

You will be working daily with cross-functional teams to accomplish your projects, with lots of autonomy and coaching to really thrive.


A day in a life
Customer lifecycle project management

  • Drive innovation with lifecycle programs and ensure that the Canadian market is well positioned as a strategic and innovative pioneer within the global Nespresso landscape.
  • Understand strategic business plan to leverage customer lifecycle programs across broader marketing calendar, service offerings and product catalogue.
  • Plan and optimize club member communication stream by ensuring proper communication calendar and follow up with KPI and analysis to make optimization recommendations to improve retention.
  • Work closely with category managers and channels to optimize the flow of club member communications and journeys across all channels.
  • Design, deploy and optimize specific activation and journeys at each stage: welcome, onboarding, engagement, loyalty, predictive retention and winback.
  • Design and implement key programs from insights, strategy, model, KPIs, assets to performance assessment (based on market research, consultations from industry experts, competitive benchmarks and key learnings from other Nespresso markets)
Onboarding program management

  • Onboarding stream: enhance current onboarding plan with proper insight and factbased recommendations (customer data, CRM KPIs, campaign analysis KPIs)
  • Welcome stream: ensure onboarding programs is well adapted and relevant for Canadian consumers and localize plan accordingly
Subscription management

  • Lead acceleration plan on subscription across channels
  • Design, plan and deploy specific activations and campaigns to meet company's objectives
  • Work with cross functional teams on forecasting, analysis, reporting & contingency plans Budget Management
  • Forecast budget and lead business cases related to lifecycle
  • Follow up investment and ROI
  • Lead on budget accuracy and monitor budget, Develop People and Organization
  • Recruit, develop, motivate, and manage a team of one person to deliver superior performance and results
  • Manage and comply with the HR and Line Manager's Planning Cycle
**What will make you successful?

  • Business degree in marketing or management
  • Min. min 7+ years experience in marketing with proven experience in marketing
  • Bilingual French and English (written and spoken)
  • Expertise with Microsoft Office (PowerPoint & Excel)
  • Expertise in project management and ability to manage several projects simultaneously
  • Understanding/ Interest of an International Brand Essence
  • Competencies in direct marketing / Communication to consumers
  • Competencies in Product portfolio or brand management an asset
  • Excellent analytical skills with demonstrable experience in marketing data analytics and tools
  • Wellorganized, strong time and priority management skills
  • Excellent interpersonal & communication skills
  • Commercial awareness partnered with a creative mind
We have a friendly, supportive team with a coaching and mentoring environment.

There are real opportunities for future development and progression - this really could be a move towards an exciting opportunity to drive strategy and build a marketing career with Nespresso.

**What you need to know
Nestlé is an equal opportunity employer committed to diversity and inclusion.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require.

Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

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