Apac Consumer Experience

**Position Snapshot**

Location: Changi Business Park, Singapore

Company: Nespresso Regional

Type of contract: Permanent, Full-time, Local contract

**Position Summary**

Joining Nespresso means embarking on a unique adventure within a growing and 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.

We are looking for our APAC Consumer Experience & Insights (CX & I) Manager to be part of our exciting Nespresso Regional team. In this role, you will support the Regional Marketing Manager in defining the CX&I priorities for Zone APAC, and be the Zone SPOC for markets and HQ functions in CX&I projects. You will continue to provide guidance and best practices to promote continuous improvement on CX&I from acquisition to onboarding to retention in order to drive both customer satisfaction and business outcomes across APAC region, with specific focus to support Asia, that includes Greater China Region, Korea and South-East Asia markets. This role will be based in Singapore and reports to Regional Marketing Manager based in Switzerland.

**A day in the life of APAC CX & I Manager, Nespresso Regional...**
- Establish best practices learnings and recommendations for activations
- Formulate recommendations for the B2C & B2B consumer journey strategy (prospect, onboarding, retention) and CRM plan, whilst working in close collaboration with HQ CRM and markets
- Collect and combine external data (e.g. market trends, consumers and competitors) and internal data (e.g. channels, key campaigns and on going programs)
- Drive continuous improvement of the consumer experience and loyalty
- Secure activation plans are timely in pace (acquisition, promotion, etc) and coherently rolled-out across Zone APAC including onboarding and loyalty strategy for B2C & B2B
- Contribute to the marketing strategy to drive the performance of the difference channels within the full consumer journey
- Act as the SPOC for all data quality and data privacy matters, accelerate initiatives to improve opt-in in markets
- Monitor the implementation of agreed plans in the markets and track results
- Accelerate roll-out of HQ driven programs to markets, based on prioritization of business needs and local capabilities
- Support strategic decision-making executing analyses, extracting Zone-related insights and formulating recommendations
- Support requests for data analysis from Zone APAC team and translate them into insights and actionable recommendations for all business initiatives, e.g. campaign activations, lifecycle programs, shared services
- Support the definition of indicators to measure results, including update to Zone stakeholders
- People Management responsibility
- Coach the direct report to develop expertise in markets for Asia region inclusive of distributor markets
- Provide guidance on data collection methods and databases to ensure collection of relevant and accurate data
- Provide guidance to formulate recommendations for the B2C & B2B journey strategy (prospect, onboarding, retention) and CRM plan
- Develop and animate the CX&I Regional Community
- Provide ad-hoc support to step-up the CRM capabilities in the markets, including coaching of markets’ CX & I Managers
- Organize the CX&I seminars and meetings in the zone together with the Global teams

**What will make you successful**
- University degree or equivalent in marketing and/or communication
- At least 8 years of experience in marketing and CRM, of which with at least 2 years in Nespresso
- As this is a people manager role, preferable with 2-3 years of leadership responsibility at regional capacity
- Experience in or worked closely with business intelligence, market insights and/or consumers insights departments
- Experience with direct-to-consumer communication and CRM programs
- Knowledge of SPSS/SAS or similar statistics package, and of Cognos / SQL or other data query tool
- Experience in cross-function project management