CX Performance Manager in Crawley

Location: Hybrid with Park House (Crawley)

Salary up to £48,000 depending on experience + potential bonus + private medical insurance + generous pension scheme + 12 flexible days on top of 25 day holiday entitlement + 2 paid volunteering days + many other excellent benefits!

Are you passionate about delivering exceptional customer experiences and driving performance through data-driven insights? We have an exciting opportunity for an exceptional Customer Experience (CX) Performance Manager to join the Nestlé Professional team based in Park House, Crawley.

This role plays a central part in driving CMS and CRM optimisation, data understanding and performance reporting, while collaborating with cross‑functional teams across the UK and Europe. Reporting to the Head of CX, you will support and lead the evolution of key digital touchpoints to ensure seamless customer experiences and measurable business impact.

A day in the life of a CX Performance Manager:

• Ensure that the performance of digital initiatives is measured effectively and linked clearly to business impact.
• Assess and optimise Nestlé Professional's systems (CMS and CRM) and processes to deliver an outstanding customer experience.
• Analyse performance success across our main digital touchpoints, leveraging your expertise in data systems and paid media strategy.
• Ensure seamless data and systems integration to accurately measure the impact of CX initiatives on business results.

Key responsibilities:

• Performance Measurement and Analysis: Update and support the creation of reporting for key digital KPIs across web (PPC and organic), CRM and customer journeys. Use dashboards and analytics to uncover insights that support experience optimisation.
• Digital Project Management, Process Optimisation and Improvement: Identify and lead the evolution of CMS, CRM and other internal systems to improve data flow and enable accurate performance measurement. Drive cross‑functional alignment across IT, Brand, Sales, Digital and CX. Implement tools and agile processes to enhance CX delivery.

What will make you successful?

• Having already gained valuable digital and CX experience, you will be able to demonstrate your passion and capability in this space.
• You will be commercially minded and possess excellent communication skills, with the ability to influence and educate cross-functional teams on the CX landscape.
• You will be passionate, tenacious, results-focused, and enjoy working in a highly energetic and exciting environment.
• Acting as an ambassador for the brand, you will have strong project management and analytical skills while being a conscientious team player.

You’ll also need:

• Proven experience in website management, CMS understanding, and project delivery.
• Solid understanding of CRM platform and data workflows.
• Hands-on experience with paid media strategy and performance optimisation, including campaign management and analysis.
• Experience working in or with digital agencies.
• Analytical mindset with strong communication skills and the ability to educate teams on CX and digital performance.
• Strong skills in digital performance monitoring and analytics.
• Cross-functional project management experience.
• Nice to have SQL knowledge.

We will be considering applicants as they apply, so please don’t delay in submitting your application. The closing date for this role is 5th February 2026.

At Nestlé, our values are rooted in respect – for our employees, our customers, and our consumers. That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and may collect relevant data for monitoring purposes during our candidate registration process. Be yourself; everyone else is taken!