Consumer Experience Manager

Consumer Experience Manager

 

Position Snapshot

 

Business: Nestlé

Contract: Permanent

Start Date: Asap

 

 

Consumer Experience Manager, this is your challenge

 

Consumers no longer experience brands in campaigns — they experience them in moments.

Moments where relevance, simplicity and consistency make the difference between loyalty and indifference. At Nestlé Benelux, we believe that winning brands are built by connecting those moments seamlessly, across channels, categories and data.

As Consumer Experience Manager, you will shape how millions of consumers interact with our brands every day. You will elevate consumer experience from isolated initiatives to a true growth engine — orchestrating touchpoints, teams and capabilities to deliver meaningful, data‑driven and human experiences at scale.

 

As a Consumer Experience Manager, you have the following responsibilities

 

• Lead and further develop the Nestlé in Market (NiM) Consumer Experience function across Benelux, coordinating digital CX, multi‑brand CRM and consumer data capabilities.
• Drive cross‑category consumer experience excellence by connecting key moments across the consumer journey for Nestlé brands.
• Leverage first‑party data to enable personalized consumer journeys, driving engagement, retention and long‑term value creation.
• Collaborate closely with category teams, Zone CX functions and key partners to activate and optimize the CX roadmap in market.
• Define CX standards, operating models and measurement frameworks to ensure consistency, quality and impact across brands and channels.
• Monitor and improve consumer experience performance using key CX metrics such as NPS, CSAT and journey KPIs.
• Foster a consumer‑centric culture across the organization by coaching, inspiring and upskilling CX stakeholders.
• Manage external agencies and partners contributing to the consumer experience ecosystem.

 

As Consumer Experience Manager you report to the Marketing Lead and you are part of the Marketing department of Nestlé Benelux.

 

What we are looking for in our Consumer Experience Manger

 

• At least 10 - 15 years of experience in consumer experience, digital marketing or CX strategy, preferably within FMCG or retail;
• Strong expertise in CX technologies and digital touchpoints such as CRM, websites, social media, eCommerce and consumer engagement services; Saleforce, Segment, Google Analytics
• Proven ability to translate consumer insights and data into concrete, scalable CX initiatives;
• Experience working in complex, cross‑functional and matrix organizations;
• Strong analytical and strategic mindset with a clear focus on business impact and ROI;
• Solid project, stakeholder and vendor management skills;
• Natural leadership skills with the ability to inspire, influence and align diverse teams;
• Fluency in English and at least one local language (Dutch and/or French).

 

 

What we offer:

• a fulltime position (38 hours a week);
• hybrid (remote) work arrangement - structural homeworking between 40% and 60% (on monthly basis), with 1 fixed team-day and up to 2 flex-days;
• excellent terms of employment, with elements such as a 13th month, company car, 27 holidays, seniority days and many other extra’s;
• various career opportunities, both in Belgium and internationally;
• opportunity to commit to one of Nestlé's social causes during working hours;
• attractive policy to build up additional holidays;
• savings thanks to great discounts at various (online) shops;
• transportation costs allowance for private car, bike and public transport.

 

More reasons to work at Nestlé:

• Our slogan is 'Boost your development, fuel your c