Campaign Design

**POSITION SNAPSHOT**

Role: Customer Experience Data Analyst

Location: Dubai, UAE

Company: Nespresso UAE

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Nespresso UAE is looking to hire a Customer Experience Data Analyst, you will be at the heart of our business strategy, using data to forge a deeper understanding of our customers in both B2B and B2C channels. Your role is pivotal in collecting, combining, and translating diverse data sets to drive insights that enhance customer experience. Your expertise will not only uncover market trends and competitor behavior but also optimize our internal campaign and program strategies. In addition, you will be responsible for crafting forecasting and predictive models, delivering actionable recommendations to various departments, and providing regular reports on key performance indicators. With a keen analytical mind and a passion for customer experience, you will contribute directly to our company's vision of delivering unparalleled service in the Dubai market.

**A DAY IN THE LIFE **

**Collect, Combine and Analyze Insights**:

- Define indicators to ensure the measurement of results
- Collect and combine external data (e.g. market trends, consumers and competitors) and internal data (e.g. channels, key campaigns and ongoing programs)
- Update the database with all internal and external data and clean, maintain and enrich the database to optimize data quality
- Perform (Adhoc) analyses (deep dives) based on data on e.g. segmentation for B2C and B2B channels, regions and sales channels, both reactively and proactively
- Develop forecasting & predictive models to generate long-term insights

**Provide Insights**:

- Translate data from analyses requested by all departments into actionable recommendations for all business initiatives, e.g., the customer journey strategy, campaign management
- Assist channels in their forecasting activities.

**Standard Reporting Responsibilities**:

- Provide periodic reporting on key KPI's and expected developments to MT stakeholders, sales channels, and HQ, e.g., data on active base, average consumption, and channel preference
- Complement reports with bottom-up channel views
- Monitor and report relevant trends within the database and communicate them within the organization on regular basis
- Provide evaluation reports of customer experience campaigns and marketing activities

**What will make you successful **
- University Degree: In one of the following or related fields: Mathematics/ Statistics/ Econometrics/ Quantitative Marketing
- At least 1-2 years in data mining, CRM, or Direct Marketing
- Proficient in SPSS/SAS or a similar statistical package.
- Knowledgeable in Cognos / SQL or other data querying tools

**Preferred Experience (though not mandatory)**:

- Familiarity with geoanalytical software like Regiograph, Mapinfo, etc.
- Prior work focusing on retention activities and churn risk modeling
- Experience using campaign management tools

**Soft Skills**:

- Analytical Thinking: Ability to turn raw data into actionable insights and recommendations
- Communication Skills: Needs to translate complex data into understandable recommendations and reports for different departments, also to communicate trends and insights regularly
- Attention to Detail: Ensuring database optimization and data quality
- Collaboration: Works with various channels in their forecasting activities and with multiple departments
- Adaptability: Since the role requires working with various departments and understanding different business initiatives
- Passion for Customer Experience: The primary goal is to improve customer experience through data insights

At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success - all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other.