Nestle Operational Services Worldwide SA
Subscription & Loyalty Lead
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Loyalty and Subscription Lead
Business Area: Nespresso
Location: Crawley with hybrid working 2–3 days per week in the office
Permanent Contract
Salary: up to £60,000 per annum depending on experience
Some of our other fantastic benefits
- Private health care
- 17% Car Allowance
- Discretionary annual bonus
- Generous pension scheme – up to 12% contribution from Nestlé
- 12 flexible days on top of 25-day holiday entitlement
- 2 paid volunteering days
- A focus on personal development and growth
About Us
At Nespresso, we don’t just sell coffee, we create exceptional experiences. As a global leader in premium portioned coffee, we continue to redefine at-home coffee consumption through innovation, quality and customer engagement. Our Marketing team plays a key role in building lasting customer relationships, delivering meaningful propositions and creating omnichannel experiences that drive loyalty, retention and sustainable growth.
Your Impact
Reporting to the Consumer Engagement Manager, you’ll lead and optimise Nespresso’s subscription and loyalty initiatives across B2C and B2B. You’ll be responsible for shaping compelling propositions, improving the customer journey and driving commercial performance across coffee and machine subscriptions, machine refund operations and the Nespresso Club loyalty scheme. You’ll work closely with HQ teams and local stakeholders across Marketing, eBusiness, Customer Care, Finance, IT and Supply Chain to deliver seamless, compliant and engaging customer experiences.
- Lead the end-to-end lifecycle of coffee and machine subscription programmes, from acquisition and onboarding through to renewal, modification and cancellation.
- Translate global subscription and loyalty priorities into clear local strategies and execution plans.
- Define and optimise subscription and loyalty value propositions using customer insights, performance data and retention levers.
- Deliver targeted subscription marketing plans and campaigns in collaboration with Marketing, eCommerce, Retail, Supply chain, etc.
- Own performance tracking and reporting across key KPIs, including subscription acquisition, retention, churn, reactivation, order frequency and customer satisfaction.
- Lead the execution and continuous improvement of the Nespresso Club loyalty scheme, designing initiatives that build member engagement, satisfaction and lifetime value.
- Act as a key cross-functional partner and escalation point, coordinating resolution of complex subscription and loyalty issues.
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Your ingredients for success
To succeed in this role, you’ll bring a strong commercial mindset, a passion for customer engagement and the ability to turn insight into action. You’ll be confident working cross-functionally, managing multiple priorities and using data to shape propositions that improve customer experience and business performance.
Essential experience and skills:
- Experience in marketing, CRM, loyalty, retention, subscription management or customer lifecycle roles.
- Strong business acumen, with confidence using commercial models and metrics such as customer lifetime value, ROI, acquisition, churn and retention.
- Confident in building business cases and establishing pre and post evaluations.
- Experience developing customer propositions, offers or lifecycle campaigns based on insight and performance data.
- Strong analytical, organisational and communication skills, with the ability to translate insight into clear recommendations and action plans.
- Experience managing complex projects and working with multiple internal stakeholders and external partners.
- Understanding of customer journeys across digital, retail and customer care touchpoints.
- Awareness of data privacy, financial and operational compliance requirements.
Desirable experience and skills:
- Experience working with subscription, membership or loyalty programmes.
- Experience using CRM, marketing automation or customer engagement platforms to deliver lifecycle communications.
- Experience in premium retail, FMCG, eCommerce or direct-to-consumer environments.
- Knowledge of customer segmentation, personalisation and retention strategies.
- Experience working with global or cross-market teams to localise propositions, campaigns or customer journeys.
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What you need to know
- Job advert posting date: 21st August 2026
- Job advert closing date: 4th September 2026
We will be considering candidates as they apply and may occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.
Our Commitment to Inclusive Hiring
At Nestlé, our values are rooted in respect. We believe that embracing diversity and creating an inclusive environment enables everyone to reach their full potential and drives innovation. We welcome applicants from all backgrounds. We know that not everyone will meet every requirement listed in this advert. If you're excited about the opportunity and can demonstrate relevant skills, experience or potential, we’d encourage you to apply.
Accessibility and Adjustments
At Nestlé, we're committed to creating an inclusive and supportive recruitment experience where everyone can perform at their best. If you require any adjustments at any stage of the recruitment process, please let us know. We'll work with you to understand your needs and make appropriate arrangements. Any information you share with us will be treated in the strictest confidence and used only to support you throughout the recruitment process.
To find out more about Nestlé’s commitment to DEI: Nestlé's Commitment to a Diverse and Inclusive Workplace
To find out more about your recruitment journey with Nestlé: Recruitment Journey | Nestlé UK & Ireland
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