Digital Experiences Services & Media Manager

Position Snapshot

Business: Nestlé Professional

Location: Crawley, West Sussex (Hybrid working, 2 flexible days per week in the office)

Salary up to £58k depending on experience + car allowance + potential bonus + generous pension scheme + 12 flexible days on top of 25-day holiday entitlement + 2 paid volunteering days + other fantastic benefits!

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.

Position Summary

We are delighted to be recruiting for a Digital Experiences, Services & Media Manager here at Nestlé Professional (NP). In this role, you will be responsible for leading, optimising, and accelerating our brand's digital customer experience (CX) and services priorities. You will work closely with various internal teams and external partners to ensure a seamless and personalised customer experience across all touchpoints. This role will report into the Head of CX for NP and will include one direct report.

A Little Bit About Us

Nestlé Professional (“NP”) is our Business-2-Business (B2B) food service arm, which specialises in the Out of Home solutions market. NP operates successfully in an enormous marketplace and is an ambitious growth driver for Nestlé. The team’s aim is to inspire growth in our partners, by providing branded, creative, sustainable solutions that help our customers develop their business, ultimately driving footfall and increasing their profit. We strive in the field of Nutrition, Health and Wellness and collaborate with the industry for a more sustainable future. From coffee to cocoa, to plant-based solutions, we work to improve livelihoods in the communities connected to our business activities. We are committed to ambitious sustainability goals to improve the health of our planet, working with farmers, chefs and operators.

A day in the life as a Digital Experiences, Services & Media Manager...

• Optimise the customer experience across digital touchpoints, incorporating Nestlé's ambitions on Sustainability and Regeneration.
• Drive effective acquisition and retention tactics through a cutting-edge value proposition and best-in-class UX/UI experience.
• Ensure seamless and personalised customer experience across all touchpoints, including website navigation, payments experience, product information, and customer services.
• Drive activation of CRM acquisition & retention tactics to strengthen the customer lifecycle and monetise 1st Party data.
• Implement best practices of digital shelf e-content standards for D2C and eCommerce channels communications.
• Grow revenue while enhancing the customer experience across D2C and online sales channels.
• Lead/support the adoption and deployment of in-market digital CX and services plans.
• Leverage digital analytics programs to gather and analyse data to optimise the customer experience.
• Localise and execute NP's holistic media strategy.
• Implement search strategy to increase visibility and drive relevant traffic to NP's websites.
• Champion digital innovation, new technologies & AI.

What will make you successful?

You will have ideally worked in a blend of B2C, B2B, D2C environments previously within CX management, digital CX technologies, and optimisation, preferably in FMCG or retail. You will be commercially minded and have excellent communication skills, whilst being able to influence and inspire cross functional teams. We are looking for you to build capability and understanding across the CX landscape for NP.

• Proficiency in CX technologies, digital tools, UX/UI, and digital channels such as CRM, websites, social media, and customer engagement services.
• Have the ability to influence stakeholders across all levels, be extremely adaptable and a real agent for change.
• Demonstrate your ability to develop and execute consumer experience strategies across omnichannels that drive business growth.
• Have effective analytical and problem-solving abilities, with a data-driven approach to decision making.
• Have a proven track record of successfully managing complex projects and delivering results.

If you are passionate about delivering exceptional customer experiences and have a strong background in digital CX, we would love to hear from you. Join our team at Nestlé Professional and be a part of shaping the future of our digital customer experiences and services. Apply now!

What You Need To Know

What can we offer in return? Great benefits you’d expect from a business the size of Nestlé – in the shape of a competitive salary and benefits package, car allowance, bonus scheme, flexible working scheme, 25 days holiday plus bank holidays plus flex leave, pension scheme and a real focus on personal development and growth.

At Nestlé, our values are rooted in respect. When we embrace diversity 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. People of all gender identities, ethnically diverse individuals, people with disabilities, and members of the LGBT+ community are strongly encouraged to apply. If there is anything we can do to accommodate you to participate fully in the application process, please let us know. We take pride in championing inclusion and diversity, our people make up a number of Colleague Networks who represent different experiences and communities who hold us accountable in creating a sense of belonging for all, and our values create the conditions for us to respect the unique contribution you bring.

We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process.