Boutique Team Leader - Full-time / Part-time

Mission

Act as an ambassador of the Nespresso brand in our Boutique. He/she is the main and privileged contact point with the customer with whom he/she is in direct contact by telephone or mail. The Boutique Team Leader is responsible for taking orders, understanding and satisfying customer needs, listening, informing and proposing solutions to customer problems.

Main Responsibilities

Boutique Specialist Training:

• Provide guidance on following the Mystery Shopper scripts
• Nessoft Training to new employees
• Machine Training for new employees
• Coffee training
• Return management procedures
• Cash handling procedures
• Tax exempt procedures
• Nespresso policies procedures (related to Nespresso products)
• B2B main points to communicate to Guests
• Set training agenda for on-boarding new employees

People Management:

• Develop a schedule for the staff to assist in Boutique daily tasks responsibilities
• Communicates a clear understanding of the Company’s values
• Assist Manager in setting work schedules
• Role play (Mystery Shopper scenarios)
• Provide employee recognition for team success

Stock Management / Nessoft Management:

• Submit and track orders send via UPS and/or messenger
• Ensure boutique is in stock with all supplies
• Submit stock transfers
• Process returns
• Submit and process stock transfers
• Understanding of Boutique Budget for Decoration and Tasting products
• Report stock deficiencies to manager

Reporting:

• Prepare and review daily and weekly reporting on machine and capsule sales
• Provide written feedback to Manager about previous week’s performance
• Meet with Manager on a weekly basis

Knowledge & Professional Skills

• Good education level
• 2 years of training in customer relations & Sales
• Perfect knowledge of the local language
• Expertise in oral communication for each type of customer
• Experience in team management
• Good knowledge of Microsoft Office, IT phone system and of statistics
• Management by priority
• Good analytical skills
• Attention to detail
• Ability to answer to “difficult” customers in writing and on the phone
• Strong interest in our product and in coffee in particular
• Flexibility and willingness to work with strict planning