Consumer Experience & Insights Manager

Nestlé SA; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

Nestlé seeks a CRM & Insights Manager in Petaling Jaya to enhance customer experience through data analysis and strategic marketing. Ideal candidates will possess a relevant university degree and have 8+ years of experience in CRM, project management, and FMCG. This role plays a key part in shaping data-driven strategies to meet business objectives.

Qualifications

• Minimum 8 years as a Product or Brand Manager with extensive CRM experience.
• Experience working with FMCG brands is advantageous.
• Design thinking methodologies are a plus.

Responsibilities

• Develop consumer journey strategies and enhance customer satisfaction.
• Analyze market trends, gather and maintain internal data.
• Advise on analyses, processes, and generate actionable insights.

Skills

Strong business acumen

CRM management

Consumer insights

Project management

Education

University degree in quantitative marketing, business, mathematics, statistics, or econometrics

Tools

SPSS

SAS

Cognos

SQL

Job description

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Location: Petaling Jaya, Selangor, MY
Company: Nespresso Malaysia
Full-time
Bachelor’s Degree
8+ years of experience

Position Summary

Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. A Nestlé career empowers you to make an impact locally and globally, with opportunities to stand out and grow both professionally and personally.

We are seeking a CRM & Insights Manager to manage the collection, integration, and analysis of data on customers, consumers, prospects, market, and competition (both B2C and B2B). This role supports decision-making across the entire market organization.

A day in the life of a CRM & Insights Manager

• Develop consumer journey strategies, including brand positioning across all touchpoints, ensuring execution across channels and collaboration with the organization to align on a unified omnichannel customer experience vision.
• Continuously enhance the consumer experience from acquisition to onboarding and retention to improve customer satisfaction and business outcomes.
• Gather and analyze external data (market trends, consumers, competitors) and internal data (channels, campaigns, programs).
• Maintain an up-to-date database of all internal and external data sources.
• Perform detailed analyses (deep dives) on segmentation for B2C and B2B channels, regions, and sales channels.
• Advise the organization on appropriate analyses, processes, and research methods for insight generation.
• Formulate consumer journey strategies aligned with global frameworks, including brand positioning and activation plans for acquisition, promotion, onboarding, and loyalty.
• Leverage internal and external data, insights, and recommendations to inform strategies.
• Develop and recommend B2C and B2B strategies for prospecting, onboarding, retention, and CRM planning, collaborating closely with B2B teams.
• Drive continuous improvement initiatives to ensure consistency across all consumer touchpoints.
• Act as the primary spokesperson for data quality and privacy matters towards HQ and Nestlé in the market (NIM).
• Ensure compliance with GDPR and evaluate data privacy practices, including Third Party compliance.
• Support the organization’s business results by making tactical and operational decisions and building a sustainable departmental framework.

What will make you successful

Education:

• University degree or equivalent in quantitative marketing, business, mathematics, statistics, or econometrics.

Professional experience:

• Minimum 8 years of experience as a Product or Brand Manager, with extensive experience in CRM, business development, or commercial offer definition.
• Strong business acumen.
• Design thinking methodologies are a plus.
• Experience working with business intelligence, market insights, or consumer insights teams.
• Knowledge of SPSS/SAS or similar statistical tools, and Cognos/SQL or other data query tools.
• Experience with direct-to-consumer communication and CRM programs is advantageous.
• Experience working with FMCG brands.
• Proven project management skills for complex projects.
• Experience managing external agencies.