Growth And Digital CX Specialist

POSITION SNAPSHOT

Company: Nespresso UAE LLC
Location: Dubai, UAE

Grade: J_GEN

POSITION SUMMARY

The Growth & Digital Experience Specialist at Nespresso UAE is responsible for driving the transformation of the digital customer experience and accelerating the growth of the online business across B2C, B2B on the Website and App.

This role leads the development and execution of digital initiatives, including new features, services, and technologies across all digital touchpoints. In close collaboration with CRM, Analytics, Marketing, and cross-functional teams. The role focuses on designing data-driven customer journeys, optimizing user experience through continuous testing and insights, and ensuring seamless and effective execution of digital strategies.

The role plays a key part in improving customer satisfaction, increasing acquisition and retention, and driving overall eCommerce performance.

A DAY IN THE LIFE …

Drive Growth Through Digital Experience & Customer Journey Optimization

• Define and execute strategies to optimize customer acquisition, retention, and engagement across digital channels
• Enhance end-to-end customer journeys across B2C, B2B, and B2B2C touchpoints
• Collaborate with Retail, CRC, Marketing, and Omnichannel teams to deliver a seamless customer experience
• Develop and manage the digital roadmap across all Nespresso channels
• Monitor and optimize key KPIs such as traffic, conversion rate, and average order value (AOV)
• Identify opportunities to continuously improve the digital experience and drive sales growth

Digital Commerce Platform & Product Management

• Drive local product vision, roadmap, and feature prioritization aligned with market needs
• Collaborate with Global HQ to influence product evolution using local insights and performance data
• Manage and optimize digital platforms (web, mobile, CMS, APIs)
• Design and manage the development roadmap of digital initiatives for Website and App, with continuous prioritisation and managing E2E execution.
• Raise and manage BAU and Development tickets with Development Agency.

Performance Monitoring & Optimization

• Track and analyze digital performance using data and customer insights
• Conduct A/B testing, funnel analysis, and UX evaluations to identify improvement opportunities
• Report on digital performance and its impact on revenue and customer experience KPIs
• Lead benchmarking and UX audits to drive innovation and continuous improvement

People & Stakeholder Management

• Foster a collaborative and high-performing team culture
• Influence and align cross-functional stakeholders across eBusiness, IT, Marketing, CRC, and Commercial teams

WHAT WILL MAKE YOU SUCCESSFUL

• Education: Bachelor’s degree in Business, eCommerce, or a related field
• Professional Experience & Skills:
• 4+ years of experience in eCommerce, digital product management, analytics, or commercial roles
• Strong knowledge of digital platforms, web technologies, and customer experience optimization
• At least 3 years of experience with optimization tools (Magento, Glassbox, Qualtrics etc)
• Strong knowledge of web analytics tools (Google Analytics GA4, Power BI etc.)
• Must have Magento experience
• Experience working in Agile/Scrum environments is a plus
• Understanding of UX principles and user-centric design
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Proven ability to manage cross-functional stakeholders and influence without direct authority
• Excellent communication, collaboration, and organizational skills
• High attention to detail and structured working style
• Language:
• Fluency in English required
• Arabic is a plus