Customer Facing Training Specialist (Retail)

At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line - People, Profit, and Planet - by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us!

Position Summary:

The Customer Facing Training Specialist (Retail) will provide training and coaching to Nespresso USA Boutique Retail employees to enable world class customer service and meet Sales metrics. This role accomplishes this through effective facilitation of product and behavioral training, meaningful coaching through touch bases and proper allocation of all relevant materials.

The Customer Facing Training Specialist will also work in close collaboration and partnership with District, Senior Boutique Management and Boutique Management alike to ensure their activities are aligned with District and Boutique goals and expectations. This role covers Nespresso Boutique locations in the following states: Washington, Oregon, Northern California, Minesota and Colorado and will require between 50-60% or more travel based on the needs of the team and the business. This is also a remote-based position.

Responsibilities:

Training Delivery and Production

* Delivery and facilitation of face-to-face product, behavioral and leadership. developmental training sessions in both in-person and virtual classroom spaces.
* Delivery of in-person coaching to all Boutique staff on relevant topics based upon developmental needs.
* Delivery of Masterclass sessions in select locations when appropriate in partnership and alignment with Retail Leadership.
* Production of virtual training session for other CFTSs, including fielding troubleshooting for participants, monitoring chats, and providing any visual aids/materials when needed.

Usage of Tools and Systems

* Usage of Microsoft PowerPoint, Microsoft Teams, and other remote facilitation software as required to deliver effective learning experiences to virtual populations.
* Usage of Microsoft PowerPoint, various audio/visual equipment (projectors, screens, remotes, etc.) as required to deliver effective learning experiences to in person populations.
* Monitor progress of eLearning, sessions, training evaluations, and assessments for the assigned region in the Grow at Nestle LMS platform and/or boost and communicate to stakeholders (current assignments outstanding via email once a week and past overdue assignments via email once a month).
* Entry and Completion of Training Events in the Grow at Nestle LMS platform including accurate rosters inclusive of signatures of all participants.

Planning, Organization and Communication

* Schedule and plan classroom training sessions, including sourcing venues and negotiating rates for in-person classroom events or ensuring virtual preparation and reliable technological set up for virtual sessions. Manage the logistics and coordination of training, inclusive of venues, materials, and communication with key stakeholders in the business and participants.
* Host and/or attend all required Customer Facing Training & Quality meetings to fulfill responsibilities (inclusive but not limited to): Touchbase with line manager (cadence TBD), Team meeting (biweekly) and CFTS/DM meeting (every 4 weeks).
* Host and/or attend all required Retail Regional / District Meetings to fulfill responsibilities (inclusive but not limited to): Touchbase with District Managers (weekly or biweekly - TBD), District Meetings (cadence determined by DMs), Sales & Service, etc.
* Provide digital documentation and reporting to appropriate stakeholders including (but not limited to): Training Reports (attendance, participation, and recap of any training facilitated by the CFTS), Sales & Service TB / Visit Recaps (topics discussed, main themes, urgent topics, and action items documented).

Service Quality (Training, Coaching & Quality Management)

* Work with Customer Facing Training & Quality team, District Managers, Boutique Senior Management, and Boutique Management for training processes, calibration, and results.
* Provide training and coaching to the Boutique Management that ensures service quality alignment across the Boutiques.
* Provide training and coaching for Boutique Management on new hire onboarding.
* Aid Boutique Management on coaching and training opportunities in service quality based on needs of daily business operations.
* Facilitate the distribution of Mystery Shopping results aligned with Boutique Operations team and Customer Facing Quality Management team.

New Hire Introduction

* Support and assist Boutique Management with new hire training strategy and execution.
* Facilitate New Hire On-Boarding for New Boutique. location/opening/relocation/remodel.
* Assist Boutique Management with identifying opportunities for coaching and development.
* Deliver coaching and feedback to Boutique Coffee Specialists during Boutique visits.

Requirements:

* High School Diploma or GED required; Bachelor's degree in Business Administration or in a related field preferred.
* 3+ years of current or prior Customer Facing Training experience within a Retail environment required.
* 1+ years of current or prior Leadership experience a plus.
* Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) required.
* Must have excellent communication (oral and written), organization, time management and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
* Must be detail oriented, have excellent presentation, facilitation and articulation skills.
* Willing and able to work under pressure to meet tight deadlines with minimal supervision.
* Ability to multi-task and render discretion and judgement to perform fair and quantile quality checks.
* Current or prior Learning Management System (LMS) experience or knowledge a plus.
* Willing and able to travel between 50-60%+ based on the needs of the team and the business.

The approximate pay range for this position is $75,000 to $88,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.

Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us |Nestle Careers (nestlejobs.com)

Requisition ID:
370047 #LI-FG1

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestle. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you'll join a cohort of others who have chosen to call Nestle home.

Nestle Nespresso USA is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition:370047