Customer Experience Lead - Retail

Nespresso
Retail – Customer Experience Team Lead
Bluewater

This is a full-time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to us during the recruitment process to understand what this could look like.

Position Summary

This is an exciting senior management position within our Nespresso Bluewater Boutique where your creativity and passion for storytelling can shine through. We’re looking for an inspiring and knowledgeable Customer Experience Team Lead (Coffee Bard) to take our customers on a tantalising taste-bud coffee experience and drive, lead and coach our team. You will act as a true Nespresso brand ambassador: providing tastings, theatrical product demonstrations and continuously elevate the customer experience through inspiring our customers to explore the world of coffee.

To succeed in this role you will need to be able to lead and coach a team of people towards the future of experiential Retail, while also being able to perform our tasting ritual with confidence to a customer or group of customers.

The role requires a proven track record of managing teams of 10+ with a knowledge of people processes, KPIs and driving success through the coaching and strategic planning of the people at the heart of our business.

We are looking for an ambassador who will elevate our core values: inspire, care, act, innovate and will embed this throughout the boutique and with our stakeholders.

A day in the life of a Customer Experience Team Lead…

1. Using storytelling and theatre to engage customers in a tasteful and unique coffee experience, adapting to the customer's needs ensuring every customer interaction is elevated.
2. Acting as the ultimate Nespresso brand ambassador displaying expert knowledge of Nespresso’s products, services, and sustainability commitments.
3. Ensuring exceptional housekeeping standards are maintained across all customer areas with all experiential areas set up to deliver an incredible customer journey.
4. Facilitating new starter and product launch training.
5. Taking accountability for managing and resolving escalated complaints.
6. Actively contributing to commercial performance by delivering experience and presenting the customer with relevant commercial offers.
7. Responsible for the safe and compliant day-to-day operations of the Boutique.

What will make you successful?

1. As the ultimate Nespresso Ambassador and coffee enthusiast, you will inspire customers to explore their options for a tailor-made coffee experience. You will exceed the expectations of every customer and have the expertise to provide a taste of luxury.
2. You’ll have a proven track record of delivering exceptional customer service utilising your communication and interpersonal skills.
3. A strong understanding of the retail and competitive environment in which the Nespresso Boutique operates.
4. You’ll have a passion for coffee and willingness to learn and leverage new knowledge and skills in your own work.
5. Can demonstrate an understanding of effective team coaching and training and providing feedback.
6. Maintain and support a positive and collaborative team culture.

What we'll offer you

In return, as part of Nespresso we’ll offer you first-class training and great career development opportunities.

You can count on us for an attractive benefits package:

• Up to 10% bonus
• 25 days holiday + bank holidays
• A complimentary Nespresso Coffee Machine & monthly supply of coffee capsules of your choice.
• Excellent training

We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.

To find out more about Nespresso please visit: www.nespresso.com

At Nestlé, our values are rooted in respect – for our employees, our customers and our consumers. That’s why championing diversity and inclusion is so important to us; when we embrace different perspectives and give everyone the chance to be the best they can be, we can think in new, creative ways that grow and enhance our business. We are committed to equal opportunity for all and we may collect relevant data for monitoring purposes during our candidate registration process. Be yourself, everyone else is taken!