At Nespresso, our mission is to create the highest quality, most sustainable cup of coffee. By caring for our employees, our farmers, the environment and our customers, we are dedicated to connecting our community with the best possible products and customer experiences.

Nespresso Thailand is a young and fast growing market and we are looking for experienced Mentor who would play a key role to support Boutique leaders on the induction and coaching of coffee specialists and ct as an ambassador for the Nespresso brand in the Mega Bangna Boutique.


POSITION SNAPSHOT
Location: Mega Bangna Boutique, Bangkok
Company: Nespresso
Full-time
2-3 years as a successful coffee specialist


A DAY IN THE LIFE…
Develop People: Coach

• Welcome new CS by introducing them with the culture and Nespresso alues
• Conduct training to new CS in accordance to the induction plan
• Provide feedback to new CS post induction training and work observation
• Partner and guide new CS when they start working
• Observe existing CS and provide ongoing feedback and coaching, including recommendation for refreshment trainings
• Provide input to BM/ABM on training needs/plans for the team
• Provide active support to CS
• Conducts role plays during daily/ monthly meetings to reinforce knowledge on new launches or campaigns and improve on weak areas identified.

Boutique set up:

• Contribute to the maintenance of the boutique appearance according to company policy (well-ordered, correct equipment, properly presented).
• Fill the display cubicles with capsules, machines and accessories on a daily basis respecting FEFO principle

Customer care:

• Welcome the Boutique 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.
• Carry out an initial analysis of machine breakdowns reported by customers to orient them as effectively as possible towards the after sales service.
• Maximise the sale of all the Nespresso products presented in the Boutique (coffee, machines and accessories).

Accurate Customer Data base:

• Inscribe new Boutique customers, open their account, present the Boutique and Club services, and assist them in their selection during their first purchase.
• Actively manage the database on a daily basis and permanently update customer records.

Boutique Excellence Operations:

• Carry out sales of Nespresso products presented in the Boutique (coffee, machines and accessories).
• Contribute to achieve individual and boutique targets
• Experienced with upselling, cross selling (commercial focus)
• Be up to date with Sales Guidance
• Ensuring the compliance of the correct opening / closing BTQ procedure
• 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.
• Receive, check and put away goods received at the boutique, following policies & procedures
• Inscribe new Boutique customers, open their account, present the Boutique and Club services, and assist them in their selection during their first purchase.
• Actively manage the database on a daily basis and permanently update customer records.

Comply with all safety and health related corporate policies

• Ensure that the different areas in the Boutique are in accordance with the international guidelines
• Ensure safe working conditions

ARE YOU A FIT?

• 2-3 years' experience as a successful coffee specialist
• Competent in customer knowledge, presentation skills, execution, problem identification and solving, cash management, safety & quality management, and product knowledge
• Embrace Nestlé/Nespresso values- Strong ethics and integrity
• Capacity of listening and empathising with strong interest for training
• Interest in our products and in coffee in particular
• Self driven and entrepreneurial
• Punctuality and discipline
• Politeness
• Attention to detail
• Stress resilience
• Ability to multi-task
• Customer Centric
• Willingness to work with challenging hours: evening shifts, Saturday or Sunday shifts
• Expertise in oral communication for each type of customer (open minded, listening, understanding of the customer’s needs and capture customer’s interest)