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Nestle Lead CRM in New York, New York

Are you passionate about marketing? Do you care about sustainability and quality? At Nespresso we place people, coffee and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work. We are seeking a CRM Lead to join our team.

The CRM Lead will drive the development, delivery & ongoing improvement of cross channel CRM programs designed to onboard new customers. This role reports to the CRM Director.

A Day in the Life:

  • Orchestrate a robust welcome experience for customers that spans digital and analog touchpoints to drive brand love, early adoption and lifetime value.

  • Lead the strategy to drive education and engagement of our portfolio into the entire onboarding experience, working closely with the product team and coffee ambassador.

  • Serve as the cross-functional subject matter expert regarding customer onboarding to increase first year activity and satisfaction and decrease passivity.

  • Deliver significant improvements in the first-time buyer email welcome stream by continuous A/B testing and further personalization.

  • Strategically deploy targeted offers that encourage high value actions, leading to greater LTV even beyond the first year.

  • Partner with Insights and Analytics team to assign value to zero party data and find ways to integrate its collection through the customer journey.

  • Develop streams of communication across marketing channels to keep new customers engaged and educated.

  • Partner with trade, ecom and machines teams to inform customer capture strategy and registration touchpoints.

  • Closely monitor dedicated welcome email stream and perform continuous optimization.

  • Manage the budget forecast and phasing of spends through the year based on the calendar of activities.

  • Create relevant financial business cases for projects.

  • Complete recaps and reports, providing assessment, identifying opportunities and initiating recommendations/solutions for both existing and developmental programs.

Winning Skill Sets:

  • Bachelor's Degree required

  • At least 5-7 years' experience in CRM.

  • Direct to consumer marketing experience (email, direct mail, loyalty) required.

  • Analytical mindset with the ability to translate insights into actions.

  • Proven record of cross functional partnership.

  • Excellent communication and presentation skills.

  • Strong time management and prioritization skills.

EOE M/F/D/V Nestle is an Equal Opportunity Employer and is looking for diversity in candidates for employment. All candidates must apply online at