Responsibilities

• Lead the end-to-end lifecycle of coffee and machine subscription programmes, from acquisition and onboarding through to renewal, modification and cancellation.
• Translate global subscription and loyalty priorities into clear local strategies and execution plans.
• Define and optimise subscription and loyalty value propositions using customer insights, performance data and retention levers.
• Deliver targeted subscription marketing plans and campaigns in collaboration with Marketing, eCommerce, Retail, Supply chain, etc.
• Own performance tracking and reporting across key KPIs, including subscription acquisition, retention, churn, reactivation, order frequency and customer satisfaction.
• Lead the execution and continuous improvement of the Nespresso Club loyalty scheme, designing initiatives that build member engagement, satisfaction and lifetime value.
• Act as a key cross-functional partner and escalation point, coordinating resolution of complex subscription and loyalty issues.

Requirements

• Experience in marketing, CRM, loyalty, retention, subscription management or customer lifecycle roles.
• Strong business acumen, with confidence using commercial models and metrics such as customer lifetime value, ROI, acquisition, churn and retention.
• Confident in building business cases and establishing pre and post evaluations.
• Experience developing customer propositions, offers or lifecycle campaigns based on insight and performance data.
• Strong analytical, organisational and communication skills, with the ability to translate insight into clear recommendations and action plans.
• Experience managing complex projects and working with multiple internal stakeholders and external partners.
• Understanding of customer journeys across digital, retail and customer care touchpoints.
• Awareness of data privacy, financial and operational compliance requirements.

Preferred

• Experience working with subscription, membership or loyalty programmes.
• Experience using CRM, marketing automation or customer engagement platforms to deliver lifecycle communications.
• Experience in premium retail, FMCG, eCommerce or direct-to-consumer environments.
• Knowledge of customer segmentation, personalisation and retention strategies.
• Experience working with global or cross-market teams to localise propositions, campaigns or customer journeys.

Benefits

• Private health care
• 17% Car Allowance
• Discretionary annual bonus
• Generous pension scheme – up to 12% contribution from Nestlé
• 12 flexible days on top of 25-day holiday entitlement
• 2 paid volunteering days
• A focus on personal development and growth