Loyalty & Subscription Lead

About the role

Lead and manage Nespresso’s subscription and loyalty programmes, ensuring a seamless, compliant and engaging customer experience that drives acquisition, retention and brand advocacy.

Key responsibilities

• Lead end‑to‑end management of Nespresso’s subscription and loyalty programmes, driving acquisition, engagement and retention.
• Develop and execute subscription campaigns and loyalty initiatives using customer insights, segmentation and behavioural data.
• Monitor performance, identify growth opportunities and implement actions to improve retention and reduce churn.
• Coordinate exclusive member offers, experiences, events and communications to strengthen brand affinity.
• Collaborate with cross‑functional teams to deliver a seamless omnichannel customer journey across eCommerce, retail and Customer Care.
• Analyse feedback, market trends and performance data to continuously improve programmes and the overall value proposition.
• Ensure compliance with data‑privacy, financial and operational standards while maintaining high‑quality processes and communications.

Required profile

• University degree in Marketing, Business or a related field.
• 3+ years of experience in CRM, loyalty, subscriptions or a similar customer‑focused commercial environment.
• Proven expertise in retention strategies, loyalty programmes and customer lifecycle management.
• Strong business acumen with the ability to translate insights and metrics into commercial results.
• Experience managing complex cross‑functional projects and collaborating with multiple stakeholders.
• Excellent analytical, organisational and communication skills in a fast‑paced environment.
• Customer‑centric mindset with a deep understanding of consumer needs and trends.
• Results‑oriented, proactive with a strong sense of ownership and accountability.

What we offer

• Competitive salary and meal allowance card.
• Health insurance and medical support at the Lisbon office.
• Flexible working environment and work‑life balance initiatives.
• Professional development through e‑learning, training programmes and international exposure.
• Discounts with Nestlé Club partners, free coffee at the office and employee‑only shop discounts.
• Company equipment tailored to professional needs and opportunities for career progression, including international assignments.