Competencies Required任职资格: Education: Completion of secondary level of education plus 2-3 years of higher education at a university or a specialist college Professional experience: ? Minimum 4-5 years of extensive professional experience in Retail (luxury retail, high-end hospitality, lifestyle). ? Experience in project management processes and change management ? Experience in people management (internal & external), motivation and development of direct reports ? Experience in customer complaint management
Skills & Knowledge 技能和知识： Expectations: ? Knowledge and skills to effectively manage a high-end Boutique and sales team: Enforce and uphold company guidelines and processes and quality and safety management. Implement and enforce daily Boutique operations, ensuring excellence in execution. Implement and enforce action plans to ensure Target achievement (Sales and Customer Engagement). Plan, implement and execute monthly business plan, including forecasting and analysis. Submit insightful analysis and reporting of Boutique business and opportunities. Knowledge and skills to effectively manage a team of Coffee Specialists (recruitment, training, management and development) to successfully achieve sales targets and brand’s customer engagement standards. Collaborate with internal departments to effectively execute Boutique campaigns, promotions, activities. Manage and development of Masterclass in Boutique Collaborate with key mall contacts to identify opportunities to increase visibility (mall communication, activities, etc.) and to grow the brand’s business in the mall. Awareness of business trends (coffee, lifestyle, high-end brands) and competitors Ease of use with IT for daily work and managing the Boutique business: company’s POS system for order management and daily, weekly and monthly reporting, Effectively manage stock and inventory management, prevent OOS, loss, etc. Adhere to company’s Roadmap, Management and Leadership Principles and Corporate Business Principles.
Main Responsibilities主要职责: Manage and master the daily operations of the Nespresso Boutique and management of the Boutique staff to ensure sales & profit performance and customer service and experience levels are aligned with Nespresso standards and target achievement.
Key Outputs 关键产出： Set and achieve the sales and qualitative objectives for the Boutique. ? Quantitative: Achieve the sales and profitability targets as defined in the annual budget, avoidance of stock-outs, stock status. ? Qualitative: Quality of service, customer satisfaction, as measured by the state of the Boutique, ? Organize Management Meetings and Monthly Team Meetings to align on target & priorities
Ensure a seamless and consistent customer experience: Guarantee consistency of the Nespresso Brand and the customer experience: ? Ensure that the organization runs smoothly with regards to customer expectations (reception, waiting time, tastings, product knowledge, etc.) ? Monitor and improve Boutique service level according to Nespresso directives by continuously evaluating the quality of service/ messages and give individual feedback to the Boutique Coffee Specialists. ? Respond appropriately to customer complaints ? Proactively ensure the accuracy of customer database/i-Promoter/POS ? Provide market intelligence to internal stakeholders (e.g., service benchmarks, competition, tenant movements) ?Strong analysis and assessment of the Boutique’s sales performance, sales trends and customer needs in Boutique, raise effective sales insights and promotion strategy proposal.
Develop People: build, motivate and manage the team: ? Define and build the necessary structure ? Recruit, manage and motivate the team of Coffee Specialists. ? Manage and comply with the HR and Line Manager’s Planning Cycle ? Train and coach the Boutique Coffee Specialists. ? Coaching and Development of the Assistant Boutique Managers, Mentors, Coffee Specialists and other eventual direct reports ?Drive team to consistently deliver exceptional customer service. ?Build and maintain strong relationships with high value customers and key stakeholders. ? Ensure the implementation of a regular coaching program for Boutiques, monitor results in order to enhance and improve the Customer Experience in Boutiques ? Prompt planning of Boutique’s monthly roster according to business needs and guidelines
Boutique Excellence Operations Procedures: organize & optimize the smooth running of the Boutique ? Ensure that all areas in the Boutique are in accordance with company guidelines. ? Maintain the Boutique according to Nespresso’s global Visual Merchandising Guidelines, including training and ensuring all team members Understand and implement the standards. ? Establish plans and allocate the daily tasks to team members, ensure correct staff coverage based on sales forecast. ? Implement and monitor the application of Boutique SOP, including but not limited to cash management procedures. ? Organize maintenance of the Boutique and manage the related files. ? Clear communication to and collaboration with other departments to ensure the smooth running of the Boutique (Supply Chain, Finance, Marketing, IT TQ) ? Timely submission of required reporting on daily, weekly and monthly basis with insightful analysis and understanding of the Boutique’s business.
Inventory management: Boutique stock control: ? Anticipate the requirements for each area of activity and ensure continually adequate stocks, place orders, check the deliveries. ? Define the optimal delivery plan (frequency / cost / product availability) and optimize the stock holding areas. ? Monitor of out-of-Stock situation
Ensure compliance: ? Implement and fully responsible for 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 and inspire team to uphold quality standards. ? Ensure that the different areas in the Boutique are in accordance with the international guidelines ? Accountable that every incident / hazard is reported according to procedure (within 24hrs to SHE Mgr. with appropriate forms) ? Compliance to Control & Policy Procedures: reporting, stock and order management, etc.
