Loyalty Program and Consumer Retention:
61 Create seamless personalised engagement strategy with programs to drive retention and experience
61 Implement loyalty program 2.0 and continue to optimize engagement and retention
61 Retain high value customer by experience, service and differenciated offer to make them stay with Nespresso as long as possible
61 Drrve low tier memer upgrade to high tier member by engagement and offer to drive coffee sales
61 Plan monthly personalized and efficient communication plan to drive conversion and coffee sales
61Define customer survey to provide insights beyond data so as to refine retention stratergy and plan
61 Ensure an efficient and smooth member journey by constant member journey streamline and UI/UX optimization
61 Work with internal and external teams to ensure a smooth operation between different functions, as well as systems
61Advanced Consumer Analytics:
61 Form data into actionable insights, enabling personalisation and business improvement
61 Drive full consumer lifecycle coffee value by data analysis to drive fact based and insights driven decisions
61 Share insight by providing on-going and ad-hoc report, includind yet not limited to loyalty program performance report, retention engagement performance review, customer lifecycle value review to guide the direction of retention and engagement
61 Work with internal and external teams to ensure the data accuracy
Operational routines are needed to ensure the smooth execution of loaylty program, retention engagement
61 Work with internal and external tech team to ensure a smooth excecution of loyalty program and retention engagement
61 Define mothly communication plan as well as engagement both for MMS and Wecom channel
61 Work with both inernal and external teams to secure the execution of each communiction, engagement and activity
61 Regular insight sharing with inernal team
61 Regular report providing
Education:
61 bachelor's degree or above
Professional experience:
61 Minimum of 3 years experience in in-house CRM team, experience in omni-channel CRM loyalty program
61 Good business acumen and at ease with financial models: customer lifetime value, ROI,...
61 Worked for a brand with an repurchase mindset (e.g. innovation speed, high business sense)
61 Experience in project management (of complex projects), managing both stakeholders and external agencies
61 Knowledge of SPSS/SAS or similar statistics package, and of Cognos / SQL or other data query tool, Python & C++. *** data skill are nice to have, but persuit of insight based on data to solve business pain point will be key.
61 Analytical experience using tools or manual work in a business oriented environment
61 Experience in multi-system integration/collaboration and clear mindset of way of working between systems (eg. SAP, POS, online APP or member center).