B2B CRM and Lifecycle Specialist

Are you energized by turning data into action, building smart customer journeys, and owning work from strategy through execution?

BVRG is looking for a B2B CRM and Lifecycle Specialist to support Nespresso, focused on deepening relationships with existing B2B customers and increasing engagement, loyalty, and coffee consumption. This role is ideal for someone who thrives at the intersection of analytics, creativity, and execution and enjoys working cross functionally to bring ideas to life. This is a full time role with BVRG Agency, working closely with the Nespresso USA team. The position is fully remote with occasional in person presence in New York City approximately once per month. The right candidate is in a commutable radius to NYC.

Role overview:

The B2B CRM and Lifecycle Specialist owns the post acquisition customer journey for Nespresso Professional’s B2B customer base. The role is responsible for translating customer data and insights into targeted CRM programs that drive retention, engagement, and long term value across key B2B verticals.

Core responsibilities:B2B CRM strategy and retention:

• Development and execution of CRM led lifecycle strategies that increase loyalty, reduce churn, and grow coffee consumption among existing B2B customers.
• Ownership of deep understanding of the B2B customer database, leveraging behavioral and transactional data to inform segmentation, targeting, and personalization.
• Leadership of onboarding and proactive retention journeys with continuous optimization of touchpoints across the customer lifecycle.
• Acting as a B2B CRM subject matter expert, ensuring retention thinking is embedded across marketing and commercial initiatives.
• Collaboration with Inside Sales to support targeted CRM campaigns and promotions aligned with proactive outreach efforts. 

Campaign execution and activation:

• End to end execution of CRM campaigns including planning, build, deployment, and performance analysis.
• Ensuring the Nespresso Professional value proposition is consistently delivered across all CRM touchpoints.
• Close collaboration with CRM, Customer Experience, Paid Media, and other channel partners to ensure cohesive messaging and aligned customer journeys.
• Support of CRM activation for product launches including coffees, machines, and accessories tailored to existing B2B customers.

Measurement and optimization:

• Tracking and monitoring CRM performance using KPIs such as engagement, conversion, retention, churn reduction, and increases in coffee consumption.
• Analysis of campaign and lifecycle performance to identify gaps, drop off points, and optimization opportunities.
• Continuous improvement mindset focused on establishing repeatable processes that connect brand, product, sales, and channel activation.

Global collaboration:

• Partnership with global and HQ teams to align on CRM best practices, campaign frameworks, governance, and knowledge sharing.
• Contribution of insights, learnings, and performance feedback to the broader global CRM community.

Experience and qualifications:

• Bachelor’s degree required.
• Proven experience executing CRM or email marketing programs end to end including segmentation, deployment, and reporting.
• Strong analytical capability with the ability to translate data into clear insights and actions.
• Experience working cross functionally with marketing, commercial, or sales adjacent teams.
• Understanding of customer behavior in a B2B environment.
• Experience supporting onboarding or lifecycle programs strongly preferred.
• Comfort using CRM platforms and tools along with strong Excel and PowerPoint skills. Specific platforms remain flexible.

How this role operates:

• Strong ownership mindset with comfort operating independently and proactively.
• Highly detail oriented and process driven while remaining adaptable in a fast moving environment.
• Comfort navigating ambiguity, asking thoughtful questions, and collaborating across teams.
• Commercially minded approach with the ability to connect insights to business impact.
• Balance of strategic thinking with hands on execution.

Why Join Us?

• Medical insurance covered at 100% 
• Competitive salary
• Whole-life insurance policy covered at 100%
• Tech allowance
• Remote (must live in commutable to NYC Northeast)
• 401K with up to 5% employer match 
• 2 weeks vacation time (that grow each year)
• 3 personal days 
• Robust annual holiday calendar 
• Recognition program with access to gift cards and rewards 
• Growth potential in an exciting and innovative brand

Apply today and be part of a dynamic, forward-thinking team!