Consumer Experience

6 days ago

Petaling Jaya, Malaysia Nestlé Full time

**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 Consumer Experience & 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**

- Drive end-to-end customer journey across all communication touchpoints through data and insights
- Leverage insights and personalization to define and enhance the communications plan tailored to our members, ensuring relevance and engagement.
- Maximise customer lifetime value through comprehensive CRM strategy, including lifecycle programmes, activations, and personalisation for both B2C and B2B.
- Implement continuous improvement to ensure consistency across all touchpoints within the consumer journey.
- Ensure smooth execution of campaigns and activities cross-functionally, aligning the market on a common omnichannel vision for customer experience.
- Advise the organization on the selection of appropriate analytical framework, set-up and/or research for insight requests.
- 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 Business Management, Marketing, or quantitative degree (e.g. mathematics/statistics/econometrics)

**Professional experience**:

- At least 8 years’ experience in or worked closely with CRM, MarTech, or Digital Marketing teams.
- Passion for data-driven direct-to-consumer, customer communication, personalisation, engagement and retention frameworks.
- Deep understanding of customer segmentation, predictive analytics, cohort analysis, churn reduction models.
- Excellent Business acument.
- Experience in or worked closely with business intelligence, market insights and/or consumers insights departments.
- Proficiency in SQL or other programming languages.
- Experience with direct-to-consumer communication and CRM programs is a plus.
- Design thinking methodologies as a strong plus.

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