Customer Experience Lifecycle Specialist

2 months ago

Jeddah, Saudi Arabia Nestle Operational Services Worldwide SA Full time

You’re energized by challenges, creative brand-buildingand great coffee?

The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee machines and personalized, exclusive services, has revolutionized the way people enjoy their coffee and has evolved from pioneer to being the reference in portioned premium coffee.

Nespresso worldwide since its launch has enjoyed growth year on year. Our ambitions for coming years are sky high. Currently we are looking for **Customer Experience Lifecycle Specialist** with the mission to:
Manage customer lifecycle from the acquisition to the onboarding of the new comers, the loyalty, retention and overall management of the downgraders/passive and inactive's behaviors in collaboration with the Insights, the channels and the rest of the marketing department. Define, execute and implement both the acquisition and onboarding strategy and propose initiatives (in line with the Nespresso brand) across channels. Define, execute and implement the consumer retention strategy for B2C across all touchpoints (in line with Nespresso brand). And continuously improve the consumer experience E2E starting from prospectation based on feedbacks, data & insights and always oriented on value creation for Nespresso

**A Day in the Life of a Customer Experience Lifecycle Specialist**:
**Detail the B2C omnichannel E2E lifecycle path from acquisition to retention across all touchpoints (in line with the overall B2C consumer experience strategy)**
- Propose local acquisition campaigns to convert prospects into new members (e.g. manage the development of the creative concept), maximizing the efficiency of our recruitment tactics (e.g promotional investments versus acquisition, optimization of the cost of acquisition,...)
- Ensure onboarding process is integrated with acquisition strategy ensuring 1st, 2nd 3rd coffee order conversion, but an excellent exposure of our new comers to our wide range of services as well. The onboarding is critical to create the first layer of loyalty.
- Develop local retention campaigns and manage the development of creative concepts
- Create operational planning of retention campaigns
- Execute and implement consumer retention campaigns with support from the PR, Brand & (Corp.) Communications department (e.g. for drafting communication content), by using of correct and complete campaign briefings, acting as SPOC, and conducting pre/post evaluations
- Set-up and implement (CRM) retention programs (e.g. reward programs), with support from the PR, Brand & (Corp.) Communications department (e.g. for drafting communication content)

**Continuously improve the consumer experience for propects, new, and existing members**
- Analyze the omni-channel consumer experience for propects and new members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration Data & Insights and CC&S
- Benchmark local performance with international best practices and local competitive performance
- Track and optimize campaigns for new members and prospects
- Provide recommendations to channels and CC&S for continuous improvement in the omnichannel consumer experience for new members and prospects
- Support continuous improvement through conducting pre
- and post-evaluations
- Analyze the omni-channel experience of existing members, based on omnichannel customer feedback and internal and external data & insights, in close collaboration with the Data & Insights depertment and the Omnichannel customer voice specialist
- Track and optimize retention campaigns
- Benchmark local performance with international best practices and local competitive environment
- Provide recommendations for continuous improvement in the experience of existing members across channels and CC&S

**What will make you successful**
- Bachelor's degree in Digital Marketing
- 4 - 5 Years of experience in Digital Marketing or CRM
- Experience managing Customer Journey (Onboarding, Prospecting, Churned, etc)
- Experience in using CRM tools
- Ability to work multi-task and in a fast-paced environment, using different digital tools and software.
- Proven experience in Project Management is a plus
- Languages (Arabic & English)
- Experience in an international environment and fluency in English are a plus.

**We Offer**:
Interesting and challenging work in an international company - a branch of worldwide and well recognized FMCG concern

Possibility to work in a dynamic team of professionals and leaders

Possibility to work with challenging projects and responsible tasks

Atmosphere full of respect, professionalism

Possibility of development & career advancement

  • lifecycle Marketing Specialist

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Salla Full time

    We are looking for a talented and experienced Lifecycle Marketing Specialist to join our team at Salla. As a Lifecycle Marketing Specialist, you will be responsible for developing and implementing strategies to engage and retain customers throughout their lifecycle journey. You will work closely with cross-functional teams, including marketing, product, and...

  • Customer Relation Center Specialist

    1 week ago

    Jeddah, Saudi Arabia Nestle Operational Services Worldwide SA Full time

    You’re energized by challenges, creative brand-buildingand great coffee? The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish...

  • Ksa Customer Experience Specialist West

    1 week ago

    Jeddah, Saudi Arabia Unilever Full time

    **Job Title**:KSA Customer Experience Specialist West **Location**:Jeddah, KSA Key purpose of this role is to ensure customer satisfaction through proactive communication and collaboration through assessing the customer experience from ordering, delivery to collection. Intent of this role is not to manage day-to-day operations but to monitor and collect...

  • Customer Experience Consultant

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia APM Terminals Full time

    Customer Experience Consultant page is loaded Customer Experience Consultant Apply locations SA - Jeddah time type Full time posted on Posted 30+ Days Ago job requisition id R103248 The role of the Customer Experience Consultant is to own/manage the customer experience of his/her customers. This includes proactively monitoring and managing the end-to-end...

  • Customer Service Specialist

    2 months ago

    Jeddah, Saudi Arabia awad badi nahas trading co. Full time

    **Customer Service Specialist Task& Duties**: We are searching for a friendly and highly analytical customer service specialist to join our customer care team. In this role, you will answer customer queries and resolve issues via appropriate channels, maintain knowledge of our products and services, obtain customer feedback, and provide training to new...

  • Customer Success Specialist

    2 weeks ago

    Jeddah, Saudi Arabia Grand Community Co Full time

    **Company Description**: Grand Community is the biggest bulk influencers marketing service in the region, operating in 5 countries with 5 offices and over 500 employees. Founded in 2019, the company offers 24/7 campaign management and the best marketing tool in the form of word-of-mouth through more than 5000 community blogger members. The community consists...

  • Customer Success Specialist

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Grand Community Co Full time

    Company Description:Grand Community is the biggest bulk influencers marketing service in the region, operating in 5 countries with 5 offices and over 500 employees. Founded in 2019, the company offers 24/7 campaign management and the best marketing tool in the form of word-of-mouth through more than 5000 community blogger members. The community consists of...

  • Customer Experience Transformation

    2 months ago

    Jeddah, Saudi Arabia Bupa Arabia Full time

    Define a user-centric design model to increase user experience and engagement. - Harness customer data and feedback to deeply understand customer preferences, behaviors and pain points. - Develop comprehensive customer behavior profiles and segmentation strategies to tailor experiences for different customer segments. - Implement transformation practices...

  • Customer Experience Transformation

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Bupa Arabia Full time

    Define a user-centric design model to increase userexperience and engagement. Harness customer data and feedback to deeply understandcustomer preferences, behaviors and pain points. Develop comprehensive customer behavior profiles andsegmentation strategies to tailor experiences for differentcustomer segments. Implement transformation practices into Bionic...

  • Predictive Customer Experience

    2 months ago

    Jeddah, Saudi Arabia Bupa Arabia Full time

    Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement. - Support cross-functional projects with PA to produce analysis of incorrect PA rejections. - Oversee Customer Experience Delivery implemented solutions to enhance customer journey. - Broaden the customer experience journey with the...

  • Predictive Customer Experience

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Bupa Arabia Full time

    Support customer experience unit by performing end-to-end analysis of member journey, member profiling and member engagement. Support crossfunctional projects with PA to produce analysis of incorrect PA rejections. Oversee Customer Experience Delivery implemented solutions to enhance customer journey. Broaden the customer experience journey with the...

  • Head of Customer Experience

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Sweater Full time

    Join the Sweater Revolution as our Head of Customer Experience (CX) Location: Riyadh, Saudi ArabiaEmployment Type: Full-timeWho We Are:At Sweater, we're redefining car care in Riyadh with a focus on quality, convenience, and sustainability. Our mission is to deliver top-tier car care experiences that not only meet but exceed customer expectations.Your...

  • Officer- Customer Experience

    2 weeks ago

    Jeddah, Saudi Arabia DP World Full time

    **Key Accountabilities**: - Open and maintain customer accounts by recording account information - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution -...

  • Officer- Customer Experience

    2 weeks ago

    Jeddah, Saudi Arabia DP World Full time

    **Key Accountabilities: - Open and maintain customer accounts by recording account information - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution - Recommend...

  • Officer- Customer Experience

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia DP World Full time

    Key Accountabilities: Open and maintain customer accounts by recording account information Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution Recommend potential...

  • Coffee Specialist

    3 weeks ago

    Jeddah, Saudi Arabia Nestle Full time

    You’re energized by challenges, creative brand-buildingand great coffee? The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista. From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish...

  • Coffee Specialist

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Nestle Full time

    You're energized by challenges, creative brand-buildingand great coffee?The Nespresso story began with a simple but revolutionary idea: enable anyone to create the perfect cup of coffee - just like a skilled barista.From this beginning more than 30 years ago, the Nespresso brand concept, the Nespresso Trilogy: exceptional coffees, smart and stylish coffee...

  • Customer Experience Associate

    2 months ago

    Jeddah, Saudi Arabia Calo Full time

    **About **Calo** Launched in Bahrain in November of 2019, Calo is on a mission to make healthy easy. We’re a team of dedicated people driving this mission by providing better, faster, and cheaper ways to access food through technology. **What you’ll be working on** - Communicating with customers over live chat and phone calls to answer their questions...

  • Customer Experience Associate

    2 weeks ago

    Jeddah, Saudi Arabia Calo Full time

    **About Calo** Launched in Bahrain in November of 2019, Calo is on a mission to make healthy easy. We’re a team of dedicated people driving this mission by providing better, faster, and cheaper ways to access food through technology. **What you’ll be working on** - Communicating with customers over live chat and phone calls to answer their questions and...

  • Customer Experience Associate

    6 days ago

    Jeddah, Makkah Province, Saudi Arabia Calo Full time

    About CaloLaunched in Bahrain in November of 2019, Calo is on a mission to make healthy easy. We're a team of dedicated people driving this mission by providing better, faster, and cheaper ways to access food through technology.What you'll be working on Communicating with customers over live chat and phone calls to answer their questions and help solve their...