Loyalty & Subscription Lead

Nestlã©; Portugal; On-site; EUR 48,000 - 76,000; Full time

Benefits offered by this job

Health Insurance

Meal allowance card

Nestlé Club discounts

Free coffee at the office

Local and international exposure

Job summary

Nespresso is seeking a Loyalty & Subscription Lead in Lisbon to own the end-to-end management of subscription and loyalty programs. You will drive acquisition, engagement, retention and lifetime value, using insights and segmentation to enhance the customer experience.

Work with Customer Care, Marketing, and Insights to deliver a seamless omnichannel journey across ECommerce and Retail, while upholding data privacy and compliance standards.

Qualifications

• 3+ years of experience in CRM, Loyalty, Subscriptions or a similar customer-focused commercial environment.
• Expertise in retention strategies, loyalty programs, customer lifecycle management, and data-driven decision making.

Responsibilities

• Lead end-to-end management of subscription and loyalty programs to drive acquisition, engagement, retention and lifetime value.
• Develop and execute campaigns leveraging customer insights and segmentation to improve experience.
• Monitor performance, identify growth opportunities and reduce churn.
• Coordinate exclusive member offers, events and communications to strengthen brand affinity.
• Collaborate with cross-functional teams to deliver omnichannel journeys across eCommerce, Retail and Care.
• Analyze feedback and market trends to continuously improve programs and value proposition.
• Ensure compliance with data privacy and financial standards while maintaining high-quality processes.

Skills

CRM

Loyalty

Subscriptions

Customer insights

Education

University degree in Marketing or equivalent

Job description

Loyalty & Subscription Lead

Position Snapshot

Location: Lisbon (Portugal)

Company: Nespresso

12 months

Fluent in English

About us

At Nespresso, we believe coffee has the power to create unique moments, bring people together, and make a positive impact on the world. That is why, every day, we strive to elevate the coffee experience through innovation, sustainability, and exceptional service.None of this would be possible without our people. We value diverse, passionate, and committed teams who make collaboration and drive to innovate the foundation of our success.

If you are looking to join a globally recognized brand where you will have the opportunity to grow, lead, and make a difference in our customers' experience, this opportunity could be for you

We are firmly committed to equal opportunities for men and women, as well as to age diversity, ethnicity, nationality, sexual orientation, social origin, religion or belief, and disability.

Position Summary

Lead and manage the end-to-end processes for Nespresso’s subscription programs, and loyalty initiatives (including NESPRESSO Club). Ensure a seamless, complaint and engaging customer experience across all touchpoints, supporting acquisition, retention, and brand advocacy. Collaborate closely with Customer Care, Insights, Channels, and Marketing to drive value for Nespresso and its customers.

A Day in the Life

- Lead the end-to-end management of Nespresso’s subscription and loyalty programs, driving customer acquisition, engagement, retention and lifetime value.

- Develop and execute subscription campaigns and loyalty initiatives, leveraging customer insights, segmentation and behavioral data to enhance customer experience.

- Monitor program performance, identify growth opportunities and implement actions to improve retention, reduce churn and optimize member engagement.

- Coordinate exclusive member offers, experiences, events and communications that strengthen brand affinity and customer loyalty.

- Collaborate with cross-functional teams to deliver a seamless omnichannel customer journey across eCommerce, Retail and Customer Care.

- Analyze customer feedback, market trends and performance data to continuously improve programs, campaigns and the overall value proposition.

- Ensure compliance with data privacy, financial and operational standards while maintaining high-quality processes, communications and customer data.

What Will Make You Successful

- University degree in Marketing, Business, or equivalente academic background. Other relevant fields of study will also be considered.

- 3+ years of experience in CRM, Loyalty, Subscriptions or a similar customer-focused commercial environment.

- Expertise in retention strategies, loyalty programs, customer lifecycle management, and leveraging data, analytics, and consumer insights to drive business decisions.

- Strong business acumen with the ability to leverage customer insights and performance metrics to drive commercial results.

- Experience managing complex cross-functional projects and collaborating with multiple stakeholders and external partners.

- Strong analytical, organizational and communication skills, with the ability to manage multiple priorities in a fast-paced environment.

- Customer-centric mindset with a deep understanding of consumer needs, behaviors and trends.

- Results-oriented and proactive, with a strong sense of ownership and accountability.

- Collaborative team player who builds strong relationships and communicates effectively across functions.

- Continuous improvement mindset, with the ability to challenge the status quo, drive change and identify opportunities to enhance customer experience and business performance.

What we offer

• Development of expertise
• Immersion in a culturally diverse team
• Local and international exposure
• Flexible working environment
• Engagement and well-being activities
• Competitive salary
• Health Insurance
• Meal allowance card
• Make part of the Nestlé Club and get discount in several partners
• Free coffee (and good coffee) at the office
• Shop with special discounts for employees
• Company equipment according to professional needs
• Medical support available at the office (in Lisbon)
• E-learning courses and training program to get you where you aim to be
• Career progression and possibilities for international career.

Sobre a empresa

Nestlã©

Nestlé is the world's largest food & beverage company. We unlock the power of food to enhance quality of life for everyone, today and for generations to come.