Boutique Mentor

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)