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CX job vacancy of the week: Nestle Nespresso

20th Jul 2022
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Looking for your next step in the world of customer experience? Every week, MyCustomer scours the internet to find the latest CX job vacancies, highlighting the best opportunities currently being advertised.

CX Job of the Week

This week: Head of Customer Experience – Nestle Nespresso – Gatwick, London, UK/Hybrid

Nespresso are recruiting for a creative and inspirational Head of Customer Experience on a 12-month FTC basis. The role-holder will take ownership of the customer contact strategy and translate the Nespresso brand purpose and their premium brand positioning into a unique and compelling brand experience, putting the consumer at the heart of everything they do and further shaping their position as a leading brand.

Responsibilities

  • Guide with innovative concepts to enrich and shape the future of customer experience.
  • Lead the creation and implementation of an innovative strategy that delivers a trusted and unrivalled luxury experience across multiple channels to drive customer engagement and revenue growth.
  • Define and communicate the Customer Experience vision in line with brand, business strategy and company values.
  • Engage with and inspire cross functional team of digital & retail & customer experts, and key stakeholders across the business.
  • Play an ambassadorial role in developing a stronger "customer experience” mindset & culture within the business, ensuring that all employees are absolutely consistent in their understanding of what their contribution is to the customer experience.
  • Collaborate with HQ to inform technical opportunities and accelerate capabilities & knowledge at global level, build and grow support.
  • Help to inspire the sourcing of world class online systems to support the delivery of the customer journey, drive local pilots.
  • Collaborate with customer teams, build a first-hand understanding of the current customer experience, establish transparency of the customer journey as seen through shoppers' eyes across all touch points, utilising customer feedback.
  • Gather and overlay with research insight and employee feedback to inform the business and drive improvements for engagement, service and loyalty.
  • Work with marketing and channel teams to map customer journeys, outline the picture of success and help define benchmarks and measures to deliver and exceed customer expectations.
  • Collaborate with marketing, IT and channel teams to enable and further build data capture and enrichment across our various consumer touchpoints.

Requirements

  • Have the ability to strategically plan.
  • Project leadership skills on a multi-stakeholder level.
  • Be able to take financial and budget accountability.
  • Have strong commercial acumen to justify business investment.
  • Have the ability to communicate and present information to inspire the organisation and influence the business.
  • Thrive in a matrix organisation with effective influencing skills.
  • Have excellent relationship building both externally & internally.
  • Ideally have experience in running a contact centre and developing VIP programs.

For further information and to submit an application, visit the Nestle job board. 

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