Boutique Mentor

**POSITION SNAPSHOT**

Location: Assigned Nespresso Boutique

Company: Nespresso Singapore

Full-time

At least 5 years in customer / retail services and 2 years of supervisory experience as a team leader

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As our Boutique Mentor for Nespresso Singapore, you will be act as an ambassador for the Nespresso brand in the Boutique to welcome, advise and guide our customers with our products and work with the team to attain the sales target of the boutique. You will also support the Boutique leaders on the new hire induction and provide on-the-job coaching of the coffee specialists.

**A DAY IN THE LIFE AS BOUTIQUE MENTOR (Nespresso Singapore)**

You will ensure consistency of the Nespresso Brand and the holistic customer experience through

**Boutique set-up and operations**:

- Ensure the Boutique is clean and equip (well-ordered, correct equipment, properly presented, display cubicles filled up)
- Monitor the Service Excellence and provide the right guidance and improvement advice
- Contribute to achieve individual and boutique targets
- Support Boutique Manager/Asst. Boutique Manager in determining the sales goals for each CS that are accurate to business trend
- Analyze business, provide findings and make recommendations to the leaders
- Actively manage cost saving measures e.g. capsules write-off and product usage (milk, syrup, stationery)
- Manage the database daily and permanently update customer records.

**Customer Care**:

- Welcome, advise and guide a clientele and identify their needs.
- Maintain a pro-active approach in advising 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.

**Develop People**:

- Support the onboarding induction plan for the new Coffee Specialists and provide on the job training coaching and support
- Observe existing Coffee Specialists and provide ongoing feedback and coaching, including recommendation for refreshment trainings
- Provide input to BM/ABM on training needs/plans for the team
- Conducts role plays during daily/ monthly meetings to reinforce knowledge on new launches or campaigns etc. and refreshers where needed

**Ensure compliance**:

- Motivate team to help implementation of quality standards.
- Ensure safe working conditions

**WHAT MAKES YOU SUCCESSFUL**
- Diploma or equivalent in Business Management / Retail / Hospitality Experience
- 5 years in customer / retail services and 2 years of supervisory experience as a team leader
- Experienced with upselling, cross selling (commercial focus)
- 1-2 years of experience in providing basic business analytics, findings and recommendations for improvement
- Flexibility and willingness to work in a shift planning environment, required at opening/closing time
- Meticulous and attention to details
- Work well under pressure in a fast-paced environment
- Excellent communication and interpersonal skills