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Retail Manager

1 month ago

กรงเทพมหานคร, Thailand Nestle Operational Services Worldwide SA Full time

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**.**

**POSITION SNAPSHOT**

Location: Bangkok Head Office

Company: Nestlé Nespresso

Business Unit/Division: Nestlé Nespresso

Full-time

**A DAY IN THE LIFE**

**Premium Brand Values**:

- Guarantee consistency of the Nespresso Brand and the consumer experience in a premium retail environment.
- Proactively ensure alignment between all Nespresso Channels (Boutiques, Call Centre, e-Commerce and Trade) in order to deliver a seamless and consistent customer experience.
- Support the BEO in deploying retail elements of an omni channel approach to the B2C business.
- Ensure that Boutique staff are respecting the Nespresso five attributes: Warmth & Empathy, Experience, Retailer spirit, Responsiveness and Style
- Monitor and improve Boutiques service levels ensuring to achieve Mystery Shopper and Customer Voice KPIs

**Commercial Strategy and Operations Management**:

- Develop rapport with customers, quickly understanding the situation, history and needs in order to respond to them with efficient and relevant solutions.
- Analyze the customer profile and habits to proactively anticipate and address future customer issues, thus reducing customer effort.
- Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion (proposing new products or encouraging calls to action).

**Deliver continuous improvement**
- Develop Nespresso sales & profitability through the Boutique Network
- Help define the retail strategy as part of an omni-channel approach
- Develop activity calendar with commercial, demand planning and marketing teams to achieve targets
- Provide insight and propose initiatives to drive traffic & sales to boutiques
- Management and control of all performance KPIs and expenditures to ensure they are in line with budgets.
- Manage individual boutique P&L & coach boutique managers to take their own accountability
- Implement processes to proactively ensure the accuracy of the Customer Database
- Analyze and identify sales data for retail performance & boutique insights and trends (in close collaboration with CRM and ecom analyst)
- Manage product assortment

**People and Organisation Development**:

- Recruit, develop, motivate and manage Boutique staff in order to deliver superior performance and results
- Develop commercial, entrepreneurial and leadership skills for Boutique Management.
- Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism
- Manage and comply with the HR and Line Manager’s Planning Cycle (timely performance reviews)
- Ensure regular coaching is ongoing, monitor results to enhance and improve team performance and development
- Work with regional Trainer and market coffee ambassador to ensure knowledge & development needs are met
- Facilitation of effective communication across boutiques via regular and efficient meetings, activities.
- Ensure strong management presence is maintained in all boutiques through regular visits and evaluations.

**Operation Excellence**
- Ensure boutique operations, maintenance & safety are in accordance to International guidelines and compliant
- Propose and drive improvements to enhance operational efficiency, collaborating with other departments
- Responsible for corporate consistency of the Visual Merchandising Guidance
- In partnership with Marketing define the VM approach per campaign, coach leaders to implement & constantly improve the quality of their in-store VM.
- Conduct regular operational excellence audits, propose corrective actions and followup to ensure completion
- Effectively manage Third Parties to ensure that it is in line with the Nespresso brand purpose and in compliance with local regulations and Nestlé standards and policies
- Monitor interactions and drive improvements in the services delivered by Third Party Providers

**ARE YOU A FIT?**Education**
- University Degree

**Experience**
- Background in sales or marketing
- Minimum 8 years Retail/Lifestyle/Premium service experience, including facility management
- People management experience is essential
- Luxury goods/hospitality industry
- Experience in international companies is a plus
- Product Management and Fluency in English

People are at the heart of our success - all 14,000 of them for Nespresso globally. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow and thrive together