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eCommerce Content Producer

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Job location: New York, New York Position type: Professional Req No: 18007286
.Nestlé Nespresso SA is the pioneer and reference for highest-quality portioned coffee. The company works with more than 70,000 farmers in 12 countries through its AAA Sustainable Quality™ Program to embed sustainability practices on farms and the surrounding landscapes. Launched in 2003 in collaboration with The Rainforest Alliance, the program helps to improve the yield and quality of harvests, ensuring a sustainable supply of high quality coffee and improving livelihoods of farmers and their communities.

Headquartered in Lausanne, Switzerland, Nespresso operates in 69 countries and has more than 12,000 employees. In 2016, it operated a global retail network of more than 600 boutiques.

Nestle Nespresso SA is hiring an eCommerce Content Producer to join our growing eCommerce team.
The eCommerce Content Producer is responsible to plan and deliver both technical & commercial guidance to drive operations of the eCommerce B2C & B2B channels (Responsive website, desktop, mobile, & App) within the US.

This includes:
- Ensuring eCommerce Boutiques deliver the best-in-class user experience to prospects and Nespresso members
- Act as knowledge & matter expert, providing guidance & recommendations to commercial team to deliver a seamless & consistent customer experience across all digital touch points.
- Drive the execution of campaign operations, providing project support to all relevant stakeholders to ensure adherence to globally defined eMerchandising guidelines & optimization of the digital customer experience.
- Responsible for the overall eCommerce site and customer journey quality ensuring consistency across assigned touchpoints & timely execution of digital content.
- Support and guide market's business & cross-functional teams to leverage ecommerce technologies by raising awareness on innovative tools & features
- Participate in the planning of the yearly digital activities on Nespresso eCommerce platforms in order to ensure that eCommerce, Customer & CRM roadmaps are taken into account within local ecommerce operation plan.
- As a member of the eCommerce Operations team within the Commercial division, this person will report to the User Experience & Operations Manager, working alongside another Content Producer and Web Producer.

Responsibilities:

Coordinate Market's ecommerce operations (drive sales)
- Support eCommerce campaign operations (set-up, test and activate) including support of seasonal campaigns & optimization of permanent website content to achieve commercial objectives.
- Monitor eCommerce performance to ensure optimal market operations & platform management
- Ensure a consistent, contextual & relevant customer journey across all ecommerce platforms (including responsive site and app)
- Oversee digital asset management & complex HTML content to support global & local campaign activities while ensuring B2B & B2C websites are leveraging the most relevant practices, content & features
- Liaise with all business & IT stakeholders to ensure all digital content is up-to-date, relevant and compliant with global brand, security, content & commercial guidelines

Optimize the user experience (drive conversion)
- Coordinate with the Global eCommerce performance & UX operations teams to ensure a seamless experience and optimized purchasing funnel across all platforms
- Leveraging eCommerce analytics insights and data, ensure optimization guidelines are followed & standards met to ensure optimization of conversion goals & objectives
- Leverage operational insights & global best practices to influence the optimization of campaign customer journeys and path to purchase
- Plan & oversee the implementation of eMerchandising activities in collaboration with Performance & cross-functional teams
- Strategize the implementation of all recipe content throughout the user journey

Govern the day-to-day operations (drive business continuity)
- Account for market's digital content, services & features such that they are configured to be consistent and relevant for a seamless customer experience across all digital touch points.
- Ensure an agile, bug free user experience on all digital boutiques, following HQ eCommerce & Customer Brand guidelines
- Coordinate User Acceptance Testing with IS/IT stakeholders, ensuring business critical systems and processes remain operational and bug free. Ensure prioritization of platform regression, championing needs of markets where necessary
- Support incident management for any major issue (global/local) affecting conversion rate, new member’s activation or availability of the products or the platforms
- Create and update all eCommerce process organization and documentation
- Ensure a best-in-class B2C & B2B customer experience & performance through the assessment and optimization of eCommerce channels (responsive site & app) in the fields of search, eMerchandising, catalog management, personalization, brand content, services & compliancy.
- Create, update, and delete all boutique and trade locations to ensure the most up-to-date information across all locations
- Manage all requests for assistance and complaint reports, collaborating with the CRC, Omni, and HQ teams (when required) to troubleshoot and resolve all issues

Education
- Bachelor’s Degree required

Professional experience
- 4+ years’ experience in eCommerce platforms and content management systems (SAP Hybris preferred), including app, required
- 2 year of experience working with HTML, CSS, Javascript, and Adobe Photoshop tools strongly preferred
- 2+ years of experience in eMerchandising, A/B testing & personalization preferred
- Experience in SEO optimization a plus
- Exposure to Google Analytics, CRM collaboration a plus
- Strong communication and project management skills required


The Nestlé Companies are equal employment and affirmative action employers and looking for diversity in qualified candidates for employment.
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