Job Responsibilities
1. Achieve the sales and qualitative objectives for the Boutique.
• Quantitative: Achieve the sales and profitability targets as defined in the annual budget, avoidance of stock-outs, stock status.
• Qualitative: Quality of service, customer satisfaction, as measured by, the state of the Boutique.
• Organize Management Meetings and Monthly Team Meetings to align on target & priorities.
• Boutique set-up: ensure the Boutique is clean (well-ordered, correct equipment, properly presented); fill the display cubicles with capsules, machines and accessories on a daily basis.
• Ensure that the organisation runs smoothly with regards to customer expectations (reception, waiting time, tastings).
• Monitor the Service Excellence and provide the right guidance and improvement advice.
2. Customer Care
• Welcome, advise and guide a clientele and identify their needs.
• Advise both prospects and Club members on Nespresso products and services.
• Initiate Club members to the art of coffee tasting and develop their curiosity about our full range of products.
• Maintain a pro-active approach towards the customers.
• Respond appropriately to customer complaints.
3. Boutique Excellence Operations Procedures: organise & optimise the smooth running of the Boutique.
• Manage the presence of the Coffee Specialists and distribute their daily tasks (i.e. tasting area, stock control, reception of deliveries, etc.).
• Organize maintenance of the Boutique and manage the related files.
• Transmit necessary information to other departments to ensure the smooth running of the Boutique (security, cleanliness of premises, maintenance).
• Ensure accurate reporting; and ensure IT issues are reported in due time.
• Inscribe new Boutique customers, open their account, present the Boutique and Club services, and assist them in their selection during their first purchase.
4. Cash Management
• Implement and monitor the application of cash collection procedures.
• Cash checks (if used in the country), enter payments made by credit cards, check the correspondence of sums received with the orders and send all to the accounting department.
• Manage the cash till; update the status in Excel and correct cash till errors.
• Check payments in accordance with the defined procedure.
• Daily control of the cash tills.
• Ensure compliance to Control & Policy Documents: Boutique Deleted Order, Free Goods & Credit Note & Returns.
5. Inventory management: Boutique stock control
• Manage the stock (machines, capsules and accessories) as well as the necessary POS material.
• Anticipate the requirements for each area of activity and ensure continually adequate stocks, place orders, and check the deliveries.
• Monitor the optimal delivery plan (frequency / cost / product availability) and optimise the stock holding areas.
• Monitor of out of Stock situation.
6. Develop People: motivate and manage the team.
• Train and coach the Boutique Coffee Specialists, ensure that Boutique Management staff is respecting the Nespresso values.
• Ensure the implementation of a regular coaching programme for Boutiques, monitor results in order to enhance and improve the Customer Experience in Boutiques.
• Ensure safe working conditions.
7. Ensure compliance
• Implement the application of operational procedures and follow the Quality & SHE systems, including the compliance to all Nestle Nespresso, CARE guidelines & standards and to local regulatory requirements.
• Motivate team to help implementation of quality standards.
• Ensure that the different areas in the Boutique are in accordance with the international guidelines.
• Ensure safe working conditions.
Job Requirements
• Bachelor or Master Degree holder
• Minimum 5 years of working experience in multi-national companies, experience from retail or premium brands will be a definite advantage
• Excellent interpersonal, communication and presentation skills
• Outgoing, proactive, responsible and attention to detail
• Excellent problem solving skills and organized in boutique management
• Ability to work in a quick and multi-cultural environment
• Fluency in written and spoken English