Boutique Mentor 精品店督導 / Nespresso

POSITION SNAPSHOT Guarantee the smooth daily running of the Boutique in order to ensure sales & profit performance and Customer Service level. Act as an ambassador for the Nespresso brand in the Boutique and ensure that the Nespresso values are lived in the team. POSITION SUMMARY You will be part of Boutique team, responsible for building trust with customers and offering them a best-in-class experience. In addition, you will also delight customers throughout the customer journey while maximizing sales. A DAY IN THE LIFE SALES AND QUALITATIVE OBJECTIVES: • Achieve the sales and profitability targets as defined in the annual budget, avoidance of stock-outs, stock status. • Quality of service, customer satisfaction, as measured by , the state of the Boutique, Ensure consistency of the Nespresso Brand and the customer 360 experience: • 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 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 Boutique Excellence Operations Procedures: • Manage the presence of the Coffee Specialists and distribute their daily tasks (i.e. Tasting area, stock control, reception of deliveries, etc…) • Organise 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 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 Inventory Management: • 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, check the deliveries. • Monitor the optimal delivery plan (frequency / cost / product availability) and optimise the stock holding areas. • Monitor of out of Stock situation Develop People: • 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 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