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Head of Global E-Customer Management

Job Location: ​Luxembourg​

Company description

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 more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767  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.

Diversity Statement

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:

If you are a passionate eCommerce professional, looking for a Global role in eCustomer Management in an international and dynamic environment, you might find in Ferrero Luxembourg HQs the career progression you’re looking for!

This is an opportunity to become the eCommerce point of reference for the international customers and global marketplaces all over the world, being based in our Luxembourg HQ.

Working in a diverse and inclusive environment and learning from different cultures and personalities, will make you feel part of the Ferrero family, with employees at the heart of everything you’ll do.

Main responsibilities :

You will be the key change agent developing strategic partnerships and customer strategies with all priority international eRetailers together with the local sales teams. You will as well define the strategic approach and guidelines towards global marketplaces (e.g. Alibaba and Amazon). Hand in hand with the Group Food service team, you will develop the B2B ecommerce channel strategy for Wholesalers and Foodservice.

Additionally, you will lead the definition of Commercial Blueprints by market cluster (e.g. contract approach, trade principles). You will be ensuring strong collaboration with Channel and Customer Development team and local sales team to develop sustainable and compliant omni-channel customer programs for multiformat eRetailers (retailers with both on-and offline activities). For the eRetailers, you will be developing and owning the commercial policy guidelines, which you will support deploying within the Area and the local markets.

Moreover, you will lead the development of capabilities to improve customer and business performances. You will be the first point of contact & key expert regarding online customer leadership, report key customer activities & results and share market and customer insights with key stakeholders and eCommerce community. You will develop relationships and business opportunities with key Delivery Intermediaries and define the group framework as well as the local governance. You will be managing Ferrero performance on global marketplaces, ensure compliance with Ferrero guidelines and identify any infringements. 

Who we are looking for:

  • Bachelor’s degree in Business, Marketing or related;
  • Min. 7 years of experience in eCommerce in managing eCustomer Strategy, eBusiness Models, eKAM or eAccount management;
  • Strong analytical skills to support arguments and the decision process;
  • A good business acumen and the ability to deliver hands-on and pragmatic solutions in a dynamic environment;
  • Experience working with direct retail customers;
  • Fluency in English is a must, any other language is a plus;
  • Excellent verbal and written communication & presentation skills;
  • Experience with emerging business models (delivery intermediaries, rapid delivery, B2B) is a plus.

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
Forza Vendite
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