prospect and onboarding crm manager

Nespresso currently have an excellent opportunity for an exceptional Customer Experience, Prospect and Onboarding Manager. This role will focus on managing the first stages of the customer lifecycle and growing the member base on subscription.

The objectives of the role include defining and aligning acquisition and onboarding strategies and developing initiatives in line with the Nespresso brand; growing the base of members on subscription including acquisition of new members and conversion of existing members onto subscription, and also continuously improving the consumer experience for prospects and new members.

Located in North Sydney and reporting to the CRM Manager, this role will detail the omni-channel acquisition and onboarding strategy for new Nespresso club members, in line with the overall consumer experience strategy.

Key Responsibilities for this role includes, but is not limited to:

  • Aligning machine subscription campaigns for acquisition and existing member machine renewal across channel (e.g. digital/trade)
  • Developing local acquisition campaigns to convert prospects into new members, maximising the efficiency of our recruitment tactics
  • Optimising new member on-boarding programs and developing existing member campaigns in order to maximise conversion to subscription
  • Ensure the onboarding process is integrated with the acquisition strategy to achieve the conversion of 1st, 2nd and 3rd coffee orders
  • Aligning Integrated Activity Plan campaigns and developing additional trigger campaigns to encourage member use of their subscription
  • Analyse the omni-channel consumer experience for prospects and new members, based on customer feedback, internal/external benchmarking data and other insights.

The successful candidate will have a minimum of 5 years’ experience in a CRM/ direct marketing role with specific experience in acquisition, customer onboarding programs and subscription marketing. You will also require good business acumen and be at ease with financial models: customer lifetime value, ROI, etc.

You will also need to be an expert in CRM activation including offer construction; lifecycle orchestration based on CRM insights etc, and have previously worked for a premium consumer brand with an FMCG/ retail mindset (e.g. innovation speed, multi-channel optimisation). Experience in project management (of complex projects), managing both stakeholders and external agencies will be highly regarded.

Interested? Apply now online attaching your CV and covering letter. Candidates must have full working rights in Australia!



Posted: 27 November 2019

Location:  Liverpool, NSW