Head of CRM

Are you ready to bring a little extraordinary into your life? At Nespresso, we blend vibrant people and products together to create careers that elevate coffee and your everyday. It's just the beginning of how we transform lives with every cup. Because a Nespresso cup of coffee can deliver an extraordinary experience while creating greater value for both society and the environment. 

To achieve this, we live by four behaviours. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principle belief that individually and collectively we can.  

As our premium business continues to grow, we are seeking a dynamic and experienced Head of CRM and Insights to join our ANZ Nespresso Marketing team based in Rhodes and lead our efforts in enhancing customer satisfaction, driving business success, leading our CRM team of 8 employee’s based in Australia & New Zealand, and manage our end to end Customer Experience and Insights process.

As the Head of CRM and Insights you will lead our efforts in collecting, combining, and translating data on customers, consumers, prospects, market, and competition (both B2C and B2B) to support decision-making across our market organisation. This role will develop and execute the consumer journey strategy, ensuring alignment with our omnichannel vision and continuously improving the consumer experience from acquisition to retention to drive customer satisfaction and business outcomes. Your responsibilities will include;

• Collect and combine external data (e.g. market trends, consumers and competitors) and internal data (e.g. channels, key campaigns and ongoing programs)
• Perform analyses (deep dives) based on data on e.g. segmentation for B2C and B2B channels, regions and sales channels
• Develop the consumer journey strategy, including brand positioning across all touchpoints
• Define the activation (e.g. acquisition, promotion), onboarding and loyalty strategy for B2C and B2B
• Support the Director in making optimal investments and decisions in the OP process
• 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
• Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism

The successful candidate will have a University Degree (or equivalent) in Business/Marketing or related field. You will require a strong business acumen with 10 years extensive experience in CRM and customer lifecycle management experience. You will also require and 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.
Join us and lead our efforts to enhance customer experiences and drive business success in a dynamic and fast-paced environment within a growing global business with a fantastic work culture.

How you will be rewarded…

With respect at our core, our employees have the space to be innovative and unique - all while working together as a vibrant and dynamic team. It's part of what makes working here an excellent experience, including the way we give back to our employees.

• Monthly Nespresso credit to be used for our products and staff discounts across the Nespresso range  
• Annual bonus incentive program
• Flexible working arrangements 
• Exceptional training and continuous personal Development opportunities 
• Quarterly staff recognition through our GreatNes awards 

Apply Now to begin your coffee journey with us 
REIMAGINE WHAT COFFEE CAN BE. REIMAGINE WHAT YOU CAN BECOME. LET’S GROW TOGETHER. 
 
Please note: 
•    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 but not limited to health checks, prior to appointment to this role.

People are at the heart of our success – all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together.