Consumer Experience

**Position Snapshot**

Location: Petaling Jaya, Selangor, MY
Company: Nespresso Malaysia
Full-time
Bachelor’s Degree
8+ years of experience

**Position Summary**

Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. A Nestle career empowers you to make an impact locally and globally, as you are provided with the opportunity to make a mark and stand out, as long as you seek it. With Nestle, you are enabled and encouraged to grow not only as professionals, but also as people.

We are looking for a CRM & Insights Manager to manage collect, combine and translate data on customers, consumers, prospects, market and competition (both B2C and B2B), to support decision making through the whole market organization.

**A day in the life of a CRM & Insights Manager**
- Develop the consumer journey strategy (incl. brand positioning across all touchpoints), ensure the execution across channels and CC&S and partner closely and smootly with the whole organization to align the market on a common omnichannel vision regarding customer experience.
- Continuously improve the consumer experience from acquisition to onboarding to retention to drive both customer satisfaction and business outcomes.
- Collect and combine external data (e.g. market trends, consumers and competitors) and internal data (e.g. channels, key campaigns and ongoing programs)
- Ensure the database with all internal and external data is up-to-date
- Perform analyses (deep dives) based on data on e.g. segmentation for B2C and B2B channels, regions and sales channels
- Advise the organization on the selection of the right analyses, processes, set-up and/or research for insight requests
- Develop the consumer journey strategy, including brand positioning across all touchpoints, in line with global frameworks
- Leverage (internal and external) data, insights and recommendations
- Define the activation (e.g. acquisition, promotion), onboarding and loyalty strategy for B2C
- Formulate recommendations for the B2B consumer journey strategy (prospect, onboarding, retention) and CRM plan, whilst working in close collaboration with B2B.
- Drive continuous improvement and ensure consistency across all touchpoints within the consumer journey by developing improvement initiatives.
- Act as primary spokesperson towards HQ and Nestlé in the market (NIM) for all data quality and data privacy matters
- Ensure and evaluate General Data Protection Regulation (GDPR) compliance, including Third Party compliance
- Drive the organisation's business results by making tactical and operational decisions by building the department in a sustainable way.

**What will make you successful**:
**Education**:

- University degree or equivalent in (quantitative marketing), commercial, or mathematics/statistics/econometrics

**Professional experience**:

- At least 8 years experience as Product or Brand Manager and extensive experience in CRM, business development or commercial offer definition.
- Excellent Business acument
- Design thinking methodologies as a strong plus.
- Experience in or worked closely with business intelligence, market insights and/or consumers insights departments
- Knowledge of SPSS/SAS or similar statistics package, and of Cognos / SQL or other data query tool
- Experience with direct-to-consumer communication and CRM programs is a plus
- Worked for a brand with an FMCG mindset
- Experience in project management of complex projects
- Experience in managing external agencies