Marco Helerman

Consumer Experience & Activation Manager @ Nestlé Nespresso SA

About

I currently excel as a B2C & CRM Manager at Nestlé Nespresso SA, leveraging my expertise in marketing and people management. I am adept at analyzing customer data to guide strategic decisions and enhance consumer experiences, ensuring alignment with market demands. Our team's focus has been on enhancing the consumer journey through data-driven insights and effective CRM strategies, which has resulted in improved customer acquisition, onboarding, and retention. I am committed to contributing to our organization's culture of innovation and teamwork, bringing a diverse perspective to drive marketing excellence.

Country

Romania

City

Bucharest

Industry

Food & Beverages

Skill

Loyalty Programs, Stakeholder Management, Customer Insight, Campaigns, Operational Efficiency, Customer Satisfaction, Technical Documentation, Technical Support, SQL, Statistical Analysis, SAP ERP, Database Marketing, Customer Relationship Management (CRM), Customer Retention, Customer Experience, Marketing, Marketing Strategy, People Management, Project Management, Leadership

Experience

Consumer Experience & Activation Manager

Nestlé Nespresso SA

2023-10 - Present · 3 yrs

Bucureşti, România

• Gather and analyze data on customers, consumers, prospects, market trends, and competitors (B2C and B2B) to guide strategic decisions. • Enhance the consumer experience at every stage, from acquisition to onboarding and retention. • Lead the management of the B2C product portfolio, adapting and implementing global product launches and themes (IAP) to align with market demands.

CRM Coordinator

Nestlé Nespresso SA

2022-2 - 2023-10 · 1 yr 9 mos

Bucharest, Romania

• Managed CRM activities for Nespresso, including promotions, campaigns, and email marketing automation programs. • Built reports in database management systems and supported departments with operational-level development. • Coordinated CRM team activities within the Marketing department.

Data Analyst

Nestlé Nespresso SA

2020-10 - 2022-2 · 1 yr 5 mos

Bucureşti, România

• Collected and combined external and internal data to optimize data quality for business initiatives • Translated data analyses into actionable recommendations for consumer journey strategy and campaign management • Provided periodic reporting on key KPIs to stakeholders, sales channels, and HQ • Monitored and reported relevant trends within the database to drive organizational decisions

Junior Data Analyst

Nestlé Nespresso SA

2019-3 - 2020-9 · 1 yr 7 mos

Bucharest, Romania

• Collected and combined external and internal data to optimize data quality for business initiatives. • Translated data analyses into actionable recommendations for consumer journey strategy and campaign management. • Provided periodic reporting on key KPIs to stakeholders and HQ for informed decision-making. • Monitored and reported relevant trends within the database to drive organizational growth.

After Sales Specialist

Nestlé Nespresso SA

2018-4 - 2019-3 · 1 yr

Bucharest, Romania

• Developed and maintained efficient connections with internal and external contracts to optimize customer service. • Analyzed customer complaints and proposed measures to decrease their numbers, ensuring top-notch technical services. • Identified and implemented solutions for customer needs at Nestlé Nespresso SA in Bucharest, Romania.

TQM & After Sales Intern

Nestlé Nespresso SA

2017-9 - 2018-4 · 8 mos

Bucharest, Romania

• Identified optimal solutions for customer needs by analyzing complaints and proposing measures to decrease numbers. • Tested IT solutions to manage technical requests, streamlined information flows, and analyzed implementation results.