Nespresso Customer Experience Manager B2B

        

Are you a marketing professional with a strong passion for coffee and (digital) customer first mindset? Do you want to work with premium products in a market leading company, and to develop and build the Nespresso Professional brand? Do you want to learn from a global network of different skills and backgrounds, in an environment that stretches your thinking and encourages innovation? Perfect, then perhaps you are our new B2B Customer Experience Manager for The Netherlands!

 

Customer Experience will be crucial to meet today’s customer expectations. In order to become even more customer-centric, we are taking segmentation one step further. Because putting the customer first leads to the most value creation, in the short term and especially in the long term. This way, our customers continue to enjoy what we have been offering them for over 30 years: exceptional coffee with a personal service.

 

In this role you will be part of Nespresso marketing team in The Netherlands. You will report to the Customer Experience Manager B2C and B2B. You are responsible for the customer lifecycle and lifetime value of our B2B customers, with main focus on onboarding, loyalty, CRM activations and customer experience at our B2B customers (incl. offices, hotels, restaurants and leisure parcs). You work closely with all departments within marketing and broader in the organization to deliver a brand consistent and best in class customer experience during the full journey. You will drive sustainable growth of our customer base, by analyzing the performance of our activities and gaining insights from all our customer data points. 

 

You are co-responsible for ensuring we embed exceptional service as a critical component of our brand ecosystem. It is the strongest way for us to differentiate Nespresso in the marketplace, retain our customers and grow our customer base. We must create WOW moments for our customers and go above and beyond, serving them with the utmost care, respect and attention to detail. Just one unhappy customer is a missed opportunity. 

 

As B2B Customer Experience Manager you:

• Co-develop, execute and implement the B2B customer experience strategy to grow lifetime value of our customers
• Continuously improve the B2B customer experience over all touch points and during full customer journey, based on omnichannel customer feedback analysis 
• Drive business results through segmented and differentiated customer experiences with our unique onboarding & loyalty program and activations, both online and offline 
• Experience crm & activity calendar for all B2B customer segments
• Co-developing personalization strategy for our customers who aren’t in contact with our sales people
• Find creative solutions for marketing automation, process and budget optimizations 
• Drive customer-centricity thinking across the B2B organization to improve customer experience and reduce complaints
• Budget owner

 

Job requirements:

• Bachelor degree in Commercial, Sales, Marketing, Economics or equivalent
• Experience in a similar position of 3-5 years in direct sales environment (preferably experience and/or understanding B2B environment)
• Experience in Customer Journey Management
• Proven experience in analysis and possess sound analytical skills with the ability to bring data-driven conclusions into actionable plans
• Has consistently demonstrated success in a fast changing environment
• Experience with direct-to-customer communication and CRM programs for smooth campaign management and optimal (digital) CX
• Strong in project- and stakeholder management and delivering results at a high level, also under (time) pressure
• Skilled in managing external creative agencies
• Visually strong, great eye for detail
• Fluent in English and Dutch

 

Not just a challenge, with this position we offer you:

• A fulltime position (40 hours a week);
• Excellent terms of employment, with elements such as a 13th month, 28 holidays per year, corporate fitness initiatives and many other extras;
• A large availability and variety of corporate training and development programs;
• Career opportunities, within the Netherlands as well as international;
• An excellent working environment, high team orientation, high brand and company pride, and motivated and ambitious colleagues.

 

At Nespresso we believe that every individual should be treated with the utmost respect. It is important that everyone feels welcome and safe at Nespresso; regardless of gender, religion, cultural background, age, disability, or sexual orientation. Nespresso is actively working on fostering diverse, passionate teams. We believe this gives us a greater creative and inno