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Digital Customer Experience Operations Executive

Job Location: ​Greenford​


Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in 55 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? Nearly 35,000 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them. 

Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.

About the Role:

Manage the tactical operation of the D2C website across content, Customer experience personalisation, Conversion Rate Optimisation and testing, whilst also defining long-term strategic improvements to transform core web vitals, user interfaces and effective operational deliver. Ensure a website operation suitable to scale from a single brand to multi-brand efficiently and effectively. Manage the delivery of operational website projects such as preference centre, corporate strategy or complex content pages whilst ensuring a focus on customer experience and commercial performance at all times.

Main Responsibilities:


- Define an efficient and effective approach to all website operations.


- Execute daily website operations to ensure customer & commercial success.

- Promote regular website testing, logging and prioritising required fixes.

- Ensure accessibility and core web vitals are optimised.


- Deliver website operations in consideration of customer profiles & Customer experience.


- Create new content experiences and produce content frameworks.

- Support the launch of ‘perfect store’ digital campaigns.


- Support the execution of personalised customer experiences.

- Define business requirements & Customer experience roadmaps for the website.


- Deliver a rolling roadmap of continuous improvement to maximise D2C KPIs.

Who we are looking for:

- Requirements of operating multiple D2C transactional websites.

- Delivery of customer experience personalisation on site.

- Strategic and tactical delivery of continuous improvement roadmaps.

- Website operations business requirements & commercial impact.

- Appreciation of website operations customer experience impact.

How to be successful in the role and at Ferrero:

Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world. 

Requisition ID
Job function
United Kingdom
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