Loyalty, Onboarding & Retentions Lead

Driving onboarding initiatives across customer touchpoints, ensuring a seamless welcome experience that accelerates integration and engagement into the Nespresso ecosystem. Designing and implementing retention initiatives that increase purchase frequency and reduce customer passivity. Leading customer reactivation programs, leveraging customer insights and targeted actions to successfully re-engage inactive customers and support sustainable business growth. Leading the execution and continuous enhancement of the loyalty program, increasing member engagement, satisfaction and long-term customer value. Coordinating cross-functional and cross-channel customer journeys, working closely with Marketing, Customer Care, Insights and Digital teams to deliver consistent, relevant and customer-centric experiences. Analyzing performance, customer behaviour and program ROI, translating data and insights into recommendations that continuously improve customer journeys and business outcomes.

At Nespresso, we grow together in a culture of care, inclusion, and innovation.

• Applying solid analytical thinking to interpret consumer data, identify trends and optimize strategies, supported by strong business acumen.

• Leveraging comfort with financial models such as customer lifetime value and ROI to guide decision‑making and evaluate program performance.

• Creating engaging loyalty experiences, events and communications through a blend of creativity, problem‑solving and high‑energy project management.

• Collaborating effectively across marketing, customer care, eCommerce and cross‑functional teams to deliver aligned outcomes.

• Communicating fluently in English; French is a plus.

• Embodying our ICAN behaviours: We Inspire, we Care, we Act, and we Innovate.