Summary position

Ensure the day-to-day running of the store to ensure sales and profit performance and level of customer service. Act as a Nespresso Brand Ambassador in the store and make sure that the Nespresso values ​​are lived out in the team. Support the store manager in his daily activities and replace him during his absences.

A day in the life of …

Ensuring the consistency of the Nespresso brand and the 360 ​​customer experience: 
Boutique presentation 
• Make sure that the shop is clean (tidy, correct equipment, correctly presented);
• Fill the display booths daily with capsules, machines and accessories;
• Ensure that the organization operates smoothly with regard to customer expectations (waiting time and tastings);
• Monitor service excellence and provide appropriate advice and improvement.

Customer Service 
• Welcomes, advises and guides customers and identifies their needs;
• Advise prospects and Club members on Nespresso products and services;
• Introduce Club members to the art of coffee tasting and develop their curiosity about our full range of products;
• Maintain a proactive approach towards clients;
• Respond appropriately to customer complaints.

Boutique excellence operating procedures 
• Manage the presence of coffee specialists and distribute their daily tasks;
• Organize the maintenance of the store and manage the related files;
• Transmit the necessary information to other departments to ensure the proper functioning of the store (security, cleanliness of premises, maintenance);
• Ensure an accurate report; and ensure that issues are reported in a timely manner;
• Register new boutique customers, open their account, present the boutique and Club services, and assist them in their selection during their first purchase.

Ensure compliance
• Implement the application of operational procedures and monitor quality and IT systems, including compliance with all Nestlé Nespresso, guidelines and standards of care and local regulatory requirements;
• Motivate the team to contribute to the implementation of quality standards;
• Ensure that the different areas of the store comply with international guidelines;
• Ensure safe working conditions.

What will make you successful?

Experience 
• 3-4 years of direct sales to customers of high-end products;
• Minimum 2 years of experience in a similar role;
• Knowledge of coffee and products would be an advantage.

Skills 
• Ability to provide customer service that meets or exceeds customer expectations; 
• Experience with the implementation of systems and policies as it relates to retail;
• Strong organizational skills;
• Strong interpersonal skills;
• Team building skills;
• The ability to work a flexible schedule, including weekends and some evenings;
• Knowledge of coffee from source to cup;
• Fluency in French and English.