About this role
Position Snapshot
Nestlé Professional
Customer Experience (CX) Performance Manager
Location: Hybrid with Park House (Crawley)
Salary up to £48,000 depending on experience + potential bonus + private medical insurance + generous pension scheme + 12 flexible days on top of 25 day holiday entitlement + 2 paid volunteering days + many other excellent benefits!
Position Summary
Are you passionate about delivering exceptional customer experiences and driving performance through data-driven insights? We have an exciting opportunity for an exceptional Customer Experience (CX) Performance Manager to join the Nestlé Professional team based in Park House, Crawley.
This role plays a central part in driving CMS and CRM optimisation, data understanding and performance reporting, while collaborating with cross‑functional teams across the UK and Europe. Reporting to the Head of CX, you will support and lead the evolution of key digital touchpoints to ensure seamless customer experiences and measurable business impact.
A day in the life of a CX Performance Manager…
As the CX Performance Manager, you will ensure that the performance of digital initiatives is measured effectively and linked clearly to business impact. You will assess and optimise Nestlé Professional's systems (CMS and CRM) and processes to deliver an outstanding customer experience.
A key focus of your role will be analysing performance success across our main digital touchpoints, leveraging your expertise in data systems and paid media strategy. We are particularly interested in candidates with a strong background in project managing website and system evolutions, supported by the ability to analyse and optimise digital paid activity. You will ensure seamless data and systems integration to accurately measure the impact of CX initiatives on business results.
Key responsibilities of this role will also include:
Performance Measurement and Analysis:
- Update and support the creation of reporting for key digital KPIs across web (PPC and organic), CRM and customer journeys.
- Use dashboards and analytics to uncover insights that support experience optimisation.
Digital Project Management, Process Optimisation and Improvement:
- Identify and lead the evolution of CMS, CRM and other internal systems to improve data flow and enable accurate performance measurement.
- Drive cross‑functional alignment across IT, Brand, Sales, Digital and CX.
- Implement tools and agile processes to enhance CX delivery.
What will make you successful?
Having already gained valuable digital and CX experience, you will be able to demonstrate your passion and capability in this space. You will be commercially minded and possess excellent communication skills, with the ability to influence and educate cross-functional teams on the CX landscape.
You will be passionate, tenacious, results-focused, and enjoy working in a highly energetic and exciting environment. Acting as an ambassador for the brand, you will have strong project management and analytical skills while being a conscientious team player.
You’ll also:
- Proven experience in website management, CMS understanding, and project delivery.
- Solid understanding of CRM platform and data workflows.
- Hands-on experience with paid media strategy and performance optimisation, including campaign management and analysis.
- Experience working in or with digital agencies.
- Analytical mindset with strong communication skills and the ability to educate teams on CX and digital performance.
- Strong skills in digital performance monitoring and analytics.
- Cross-functional project management experience.
- Nice to have SQL knowledge.
What you need to know
We will be considering applicants as they apply, so please don’t delay in submitting your application.
The closing date for this role is 5th February 2026.
We will be considering candidates as they apply and may close job advertisements early if we receive sufficient applicants, so please don’t delay in submitting your application.
At Nestlé, our values are rooted in respect – for our employees, our customers, and our consumers. That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and may collect relevant data for monitoring purposes during our candidate registration process. Be yourself; everyone else is taken!
Other facts
About Nestle Operational Services Worldwide SA
As the world’s largest food and beverage company we are driven by a simple aim: unlocking the power of food to enhance quality of life for everyone, today and for generations to come. To deliver on this, we serve with passion, with a spirit of excellence, offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families. Our culture is based on our values rooted in respect: respect for ourselves, respect for others, respect for diversity and respect for the future.
We can trace our origin back to 1866, when the first European condensed milk factory was opened in Cham, Switzerland, by the Anglo-Swiss Condensed Milk Company. One year later, Henri Nestlé, a trained pharmacist, launched one of the world’s first prepared infant cereals ‘Farine lactée’ in Vevey, Switzerland.
Today, we employ around 273,000 people and have factories or operations in almost every country in the world. With our headquarters still based in the Swiss town of Vevey, we had sales of CHF 84.3 billion in 2020.
Our portfolio covers almost every food and beverage category – offering products and services for all stages of life, every moment of the day, helping people care for themselves and their families.
House rules: https://nes.tl/HouseRules
What you'll do
- The CX Performance Manager will measure the performance of digital initiatives and optimize systems to enhance customer experience. This role involves analyzing digital touchpoints and ensuring data integration for accurate performance measurement.
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