Consumer Experience

1 day ago

Tampines, Singapore Nestle Operational Services Worldwide SA Full time

**Position Snapshot**

Location: Changi Business Park, Singapore

Company: Nespresso Singapore

Type of contract: Permanent

**Position Summary**

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.

As our CRM Specialist for Nespresso Singapore, you will understand Nespresso customer’s behavior and consumption patterns in order to plan and anticipate trends through strong understanding of the customer base. You will work collaboratively with the market to initiate CRM activities in order to increase customers’ consumption and build loyalty. You will target and optimize all direct marketing actions through database segmentation and perform return on investment analyses.

**A day in the life of a CRM Specialist**
- Develop CRM activities plan for both B2C & B2B with aim to build loyalty & drive consumption, taking into account International strategy & guidelines
- Management of Nespresso's in-house loyalty program, Nespresso & You
- Leverage on customer insights from data analyses and post evaluations and make recommendations
- Identify customers most at risk of attrition and initiate programs to retain them
- Optimization of CRM/marketing activities by defining market sectors and customer selection based on customer profiling and segmentation
- Initiate and organise mini surveys for deeper customer insights on CRM related topics
- Understanding of tools (Adobe/Nessoft) to recommend and execute campaigns and activations
- Interpret data to gain deeper understanding of our customers to develop customer-led insights
- Identification of key trends and criteria that influence customer behavior like consumption and loyalty
- Spontaneous initiation of any analysis that can generate customer insight or operational projects to add value to the customer relationship
- Assessment of CRM programs, club communications and promotional activities according to their efficiency and profitability
- Analyse performance of campaigns with concrete learnings & recommendations moving forward
- Timely & accurate KPI reporting on monthly basis.
- Custodian of customer database with specific responsibility for maintenance and management of customer data to ensure data integrity
- Manage opt-in rates of the customer database
- Support local, regional and international CRM projects
- Ad hoc analyses and projects

**What makes you successful**
- University Degree preferably in Business Management, Marketing, Statistics or Data Analytics.
- 2-4 years experience in CRM, preferably in a Direct-to-Consumer business
- Be curious with data, leveraging it to deliver actionable insights to influence business decisions and/or marketing strategies.
- Analytical experience using software in a business oriented environment
- Proficiency in SQL is preferred

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