Specialist Customer Relationship Management (CRM) - REMOTE

 

As a leader in the science of nutrition, Nestlé Health Science believes in empowering healthier lives for patients and consumers through a rich product portfolio featuring top brands such as Garden of Life®, Nature’s Bounty®, Vital Proteins®, Nuun®, Persona Nutrition®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more, as well as through Aimmune Therapeutics, a biopharmaceutical company developing therapies to prevent, manage and treat food, GI and metabolic-related diseases.

 

Our team members are challenged to make a genuine impact and play an integral role in driving the business forward. We embrace a dynamic culture that always puts the consumer first, and where ownership, accountability and agility are celebrated at every level. To help our people thrive, we offer expansive career growth potential, the opportunity to work alongside and learn from talented colleagues with diverse backgrounds and skill sets, and a range of best-in-class benefits.

 

We have more than 11,000 employees around the world, and products available in over 140 countries.

 

This position is not eligible for Visa Sponsorship.

 

 

POSITION SUMMARY

The CRM & Loyalty Specialist role at Nestle Health Science will be responsible for the design, implementation, and execution of CRM activations, including channels such as e-mail, SMS, push notifications and web push. The candidate for the role will be driven by a curiosity to uncover insights from data, bring new ideas to the table on how to optimize our eCRM program, and is passionate about building a best-in-class program with an eye on improving customer experience, and a laser focus on increasing customer retention, purchase frequency, and lifetime value. This candidate will also play a key role in the design and activation of Loyalty marketing activations (incl. Loyalty programs) for a selection of our strategic brands.

This individual will play a central role in the development of brand-specific CRM strategies and journeys for our key strategic brands, in close partnership with the Digital and Content teams. This individual will then design those journeys, implement creatives, and develop segments/lists in our ESP, being the day-to-day owner of this technology at NHSc. Finally, this resource will own the reporting of CRM campaigns on a set frequency, working with our Data & Analytics lead.

 

Execute Brand-Specific CRM Strategies:

• Execute world-class customer experiences in the form of Brand CRM strategies, by crafting customer journeys aligned with brand commercial goals.
• Design consumer journey maps in close partnership with the Digital and Marketing teams, providing key input on how CRM will play a role to enhance the overall experience from prospect to lead, to converted and finally to loyalist.
• Provide expertise on Lead Generation within the development of those consumer journey maps and identify opportunities to continuously profile leads
• Translate consumer journey maps into CRM segmentation strategies, to ultimate deliver 1:1 personalized experience at every touchpoint

 

Implement CRM strategies and manage day-to-day of email marketing activities:

• Collaborate closely with content team to input e-mail creative best practices and ensure all static and dynamic elements of each template work properly, and both desktop and mobile experiences are best-in-class
• Set up journeys within our ESP to enable automation at scale, mirroring the brand-specific consumer journey maps
• Create and manage segments within our ESP and CDPs to enable the execution of our CRM activities
• Drive continuous data hygiene within our ESP, working closely with our IT team to implement and track best practices

 

Experience and Education Requirements:

• +3 years of hands-on CRM / E-Mail Marketing experience
• Experience across multiple CRM mediums: e-mail, SMS, and push notifications
• Experience in developing and executing CRM strategies for DTC e-commerce brands is a must
• Experience working on Klaviyo, or similar ESP platforms is a must
• Experience with email A/B testing, including the set-up of those tests in respective ESP and report out on metrics and results
• Basic proficiency with HTML and CSS, experience using WYSIWYG email
• Experience in Loyalty programs and platforms is a plus

 

Preferred Skills:

• Eager to take a role with both strategic and operational requirements
• Analytical mindset with the ability to translate customer behavior into actions.
• Enjoy working in a dynamic and collaborative environment
• Exceptional attention to detail
• Excellent communication skills (writ