Loyalty, Onboarding & Retention Lead

About the role

As the Loyalty, Onboarding & Retention Lead at Nespresso, you will own the end‑to‑end customer journey from first welcome through ongoing loyalty and re‑engagement. Working closely with Customer Care, Insights, Channels and Marketing, you will shape experiences that boost engagement, satisfaction and lifetime value.

Key responsibilities

• Drive onboarding initiatives across all touchpoints to ensure a seamless welcome into the Nespresso ecosystem.
• Design and implement retention programmes that increase purchase frequency and reduce customer passivity.
• Lead customer re‑activation campaigns using data‑driven insights to re‑engage inactive members.
• Oversee the execution and continuous improvement of the loyalty programme, enhancing member engagement and long‑term value.
• Coordinate cross‑functional, cross‑channel journeys with Marketing, Customer Care, Insights and Digital teams.
• Analyse performance, customer behaviour and ROI, turning insights into actionable recommendations.

Required profile

• Strong analytical mindset with the ability to interpret consumer data and identify trends.
• Solid business acumen and comfort with financial models such as customer lifetime value and ROI.
• Creative problem‑solver with high‑energy project management skills.
• Effective collaborator across marketing, customer care, e‑commerce and other functions.
• Fluent in English; French is a plus.
• Embodies Nespresso’s ICAN behaviours: Inspire, Care, Act, Innovate.

Required skills

What we offer

• Flexible working options, including hybrid possibilities for office‑based roles.
• Paid holidays beyond legal requirements.
• Learning and development opportunities to grow your career.
• Performance‑based bonus.
• Healthcare contribution and access to an Employee Assistance Program.
• Strong employer contribution to pension plan.
• Generous parental leave and comprehensive family benefits.