Strategic CRM Leader for Customer Experience Enhancement

3 days ago

City Of Canada Bay Council, Australia Nestlé SA Full time
About Nespresso

Nespresso, a subsidiary of Nestlé SA, is a global leader in the premium coffee market. We pride ourselves on blending vibrant people and products together to create careers that elevate coffee and your everyday.

We believe that individually and collectively, we can achieve greatness. Our culture is built on the principle belief that together, we can inspire, care, act, and innovate to transform lives with every cup.

Job Description: Head of CRM and Insights

We are seeking a dynamic and experienced Head of CRM and Insights to join our ANZ Nespresso Marketing team based in Rhodes. As a key member of our team, you will lead our efforts in enhancing customer satisfaction, driving business success, leading our CRM team of 8 employees based in Australia & New Zealand, and manage our end-to-end Customer Experience and Insights process.

Your responsibilities will include:

  • Collecting and combining external data (e.g., market trends, consumers, and competitors) and internal data (e.g., channels, key campaigns, and ongoing programs)
  • Performing analyses (deep dives) based on data on e.g., segmentation for B2C and B2B channels, regions, and sales channels
  • Developing the consumer journey strategy, including brand positioning across all touchpoints
  • Defining the activation (e.g., acquisition, promotion), onboarding, and loyalty strategy for B2C and B2B
Requirements

To be successful in this role, you will require a University Degree (or equivalent) in Business/Marketing or related field. You will need strong business acumen with 10 years' extensive experience in CRM and customer lifecycle management experience. Additionally, you will require a minimum of 5+ years' leadership experience and the ability to drive, support, and develop our existing CRM team.

Ideally, you will have demonstrated knowledge of SPSS/SAS or similar statistics package, Adobe, and Cognos/SQL or other data query tool. Any previous experience with direct-to-consumer communication and CRM programs is a plus.

What We Offer

As a valued member of our team, you will enjoy:

  • A monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range
  • Flexible working arrangements
  • Exceptional training and continuous personal development opportunities
  • Quarterly staff recognition through our Great Nes awards

We celebrate individuality and believe that your authenticity and uniqueness can help us to grow and thrive together. To be considered for this role, you must have full working rights within the relevant location. Applicants will be required to undergo pre-employment checks, including health checks, prior to appointment to this role.

  • Head of Customer Relationship Management

    6 days ago

    City Of Canada Bay Council, Australia Nestle Operational Services Worldwide SA Full time

    Customer Relationship Management LeaderCultivate Exceptional Customer ExperiencesNespresso ANZ is seeking a seasoned Head of CRM and Insights to spearhead our customer relationship management efforts. This pivotal role will drive business success by enhancing customer satisfaction, leading our CRM team, and managing our end-to-end Customer Experience and...

  • Strategic Financial Leader

    2 weeks ago

    Redland City, Australia For Care Full time

    At For Care, we're on a mission to enrich the quality of life of people with disabilities and support those in aged care environments. As a financially savvy leader, you'll play a crucial role in driving our growth objectives. Your expertise will be pivotal in shaping our financial strategy, ensuring the success of our organisation.Key...

  • Customer Experience Manager

    2 weeks ago

    Inner West Council, Australia Trak Recruiting, Scarlett Recruitment And Trak HR Full time

    The Company: Our client, a leading apparel brand, is seeking a talented Customer Experience Manager to join their team. This innovative company is renowned for its commitment to quality and sustainability. With significant investment and multiple awards under their belt, they are now elevating their global presence.The Role: As a key member of the team, you...

  • Strategic Leader

    6 days ago

    City Of Greater Geelong, Australia Alpineresorts Full time

    Role OverviewFalls Creek Alpine Resort is seeking an experienced strategic leader to join our senior management team as the Head of Visitor Experience on a maternity leave cover basis.Key ResponsibilitiesDrive resort growth through innovative marketing, communication, and event strategies.Lead the creation of new visitor experiences to enhance and diversify...

  • Head of Customer Experience

    4 weeks ago

    Council Of The City Of Sydney, Australia ClearCompany Full time

    About the RoleWe are seeking a seasoned professional to lead our customer experience efforts and drive exceptional experiences that meet or exceed customer expectations at every touchpoint. As the Head of Customer Experience, you will develop and implement a comprehensive CX strategy that aligns with our goals and values, while driving professional...

  • Head of Customer Experience Optimization

    4 weeks ago

    Bayside Council, Australia Winc Full time

    About WincWinc is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our...

  • Head of Customer Experience

    4 weeks ago

    Inner West Council, Australia Trak Recruiting, Scarlett Recruitment And Trak HR Full time

    About the RoleThis exciting opportunity has arisen for a talented CRM and Loyalty Manager to join a leading apparel company in shaping the future of customer experience and engagement.Key ResponsibilitiesLead CRM communications and loyalty programs across multiple regions.Manage CRM Specialist and agency partners to implement campaign execution.Segment...

  • Strategic Customer Experience Manager

    2 weeks ago

    North Sydney Council, Australia Invocare Full time

    About InvoCare:We are an industry leader dedicated to delivering exceptional customer experiences during life's most challenging moments. Our commitment to compassion, excellence, and innovation sets us apart. We are seeking a dynamic and experienced Regional Manager CX Coaching to lead and develop a team of Field Team CX Coaches, ensuring they are equipped...

  • Digital Experience Leader

    3 weeks ago

    City Of Boroondara, Australia Coles Group Full time

    About Coles GroupColes Group is a leading Australian retailer with a rich history dating back to 1914. With over 115,000 team members and a portfolio of iconic brands, we strive to make a positive impact on the lives of millions of Australians.About the RoleWe are seeking a highly skilled and experienced Digital Experience Leader to join our team. As a key...

  • Strategic Program Manager

    3 weeks ago

    North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full time

    Job DescriptionWe are seeking a highly analytical and customer-obsessed Senior Program Manager to join our Customer Programs team at Amazon Australia. The ideal candidate will have a passion for operations and problem-solving, with superior analytical skills and a curiosity about how things work.The successful candidate will lead large, complex...

  • Strategic People Leader

    3 weeks ago

    Council Of The City Of Sydney, Australia Page Personnel Recruitment Full time

    Job Title: Vice President, People And CultureAbout the Role:We are seeking a highly experienced and strategic People Leader to join our team as Vice President, People And Culture. The successful candidate will be responsible for leading all aspects of the People & Culture Strategy and operational plans, including talent acquisition, learning and development,...

  • Customer Finance Director

    1 month ago

    City Of Canada Bay Council, Australia Pladis Foods Limited Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Finance Director to join our team at Pladis Foods Limited. As a key member of our finance leadership team, you will be responsible for driving financial performance and providing strategic guidance to our customer-facing teams.Key ResponsibilitiesDevelop and deliver financial strategies...

  • Strategic Leader

    4 weeks ago

    North Sydney Council, Australia MLC Life Insurance Full time

    About the RoleWe are seeking an accomplished strategist to lead the strategic direction of our organization. As the Head of Strategy, you will play a pivotal role in shaping and guiding our enterprise strategy.Reporting directly to the General Manager of Strategy, Marketing, and Customer Experience, this senior leadership position is key to driving the...

  • Strategic Leader for Education Contract Management

    2 weeks ago

    Wollongong City Council, Australia TAFE NSW Full time

    About the Role:TAFE NSW seeks a seasoned strategic leader to drive the development and management of state-wide delivery service agreements. As the Director of Education Contract Management, you will play a pivotal role in shaping our strategic direction and ensuring optimal performance of our education contracts.About You:You are a seasoned leader with a...

  • Customer Experience Representative

    18 hours ago

    Warners Bay, New South Wales, Australia Belgravia Leisure Full time

    Are you passionate about delivering exceptional customer service and ensuring a positive experience for our valued members?We are seeking a highly skilled Contact Centre Operator to join our team at Belgravia Leisure, where you will be responsible for providing top-notch support and resolving enquiries in a timely and professional manner.Key...

  • Head of Customer Engagement

    4 weeks ago

    Inner West Council, Australia Trak Recruiting, Scarlett Recruitment And Trak HR Full time

    The CompanyThis is an exciting opportunity to join a dynamic and innovative company in the apparel sector, renowned for its commitment to quality and sustainability. With significant investment and multiple awards under its belt, this forward-thinking brand is elevating its global presence and seeking a talented CRM Manager to lead customer engagement and...

  • Strategic People and Culture Leader

    1 week ago

    City Of Parramatta Council, Australia HR Partners - A Randstad Company Full time

    We are seeking a highly experienced Strategic People and Culture Leader to join our team at HR Partners - A Randstad Company. In this key role, you will lead the development and execution of our People and Culture strategy, ensuring alignment with our business goals and objectives.As a senior HR professional with a strong background in strategy and...

  • Strategic People and Culture Leader

    3 weeks ago

    City Of Parramatta Council, Australia HR Partners - A Randstad Company Full time

    Job Title: Head of People and CultureWe are seeking a highly experienced and strategic People and Culture leader to join our team at HR Partners by Randstad. As a key member of our leadership team, you will be responsible for developing and implementing effective People and Culture strategies that drive business growth and success.Key Responsibilities:...

  • Strategic Business Leader

    6 days ago

    City Of Kingston, Australia Mckinna Sheetmetal Full time

    Job Title: CEO & General ManagementJob Summary: We are seeking a seasoned leader to drive strategic growth and strengthen our leadership team at McKinna Sheetmetal.Key Responsibilities:Lead with a people-focused approach while leveraging technical expertise.Develop and implement effective strategies to optimize operations.Collaborate closely with teams to...

  • Strategic Program Manager

    3 weeks ago

    North Sydney Council, Australia Amazon Commercial Services Pty Ltd Full time

    Job SummaryWe are seeking a highly analytical and innovative Senior Program Manager to join the Customer Programs team at Amazon Australia. As a key member of our team, you will be responsible for delivering strategic profitability initiatives and enhancing the shopping experience for our customers.Key Responsibilities Analyze data and develop actionable...