Customer Experience Lead

6 months ago

Dartford, United Kingdom Nestle Operational Services Worldwide SA Full time

**Position Snapshot
- Espresso Style**

Nespresso
Customer Experience Lead (Boutique Coffee Expert)
Bluewater Nespresso Boutique

Up to £30,500 + Potential Bonus + Excellent Benefits

This is a full-time permanent opportunity, but we are always open to discuss individual’s flexible working needs so please speak to us during the recruitment process to understand what this could look like.

**Position Summary**

This is an exciting brand new position for Nespresso where your creativity and passion for storytelling can shine through. We’re looking for an inspiring and knowledgeable Customer Experience Lead to take our customers on a tantalising taste-bud coffee experience. You will act as a true Nespresso brand ambassador: providing tastings, theatrical product demonstrations and continuously elevate the customer experience through inspiring our customers to explore the world of coffee.

**Our Story**

Nespresso is a name synonymous with luxury, innovation and sustainability. Our story began with a simple but revolutionary idea: to enable anyone to create the perfect cup of espresso coffee - just like a skilled barista. Since 2001 in the UK, we’ve responded to consumers’ increasing appreciation for our quality coffee and our year-on-year growth is testament to the quality of our offering. Now we’d like you to be a part of our Nespresso story, be passionate about our coffee, our customers and how we are evolving.

At Nespresso, doing is everything: we produce the finest coffee that preserves the best of our world. We are committed to Reducing, Reusing and Recycling: making coffee a force for good. Nespresso is humbled to be joining a group of enterprises who are pioneering in their commitment - going beyond sustainability and balancing purpose with profit. The B Corp certification process evaluates performance that demands the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance purpose and profit. B Corp is more than a certification - it’s a movement. For Nespresso, B Corp certification reflects 30 years of commitment to sustainability

**A day in the life of a Customer Experience Lead - Retail**
- Using storytelling and theatre to engage customers in a tasteful and unique coffee experience, adapting to the customer's needs ensuring every customer interaction is elevated.
- Acting as the ultimate Nespresso brand ambassador displaying expert knowledge of Nespresso’s products, services, and sustainability commitments.
- Ensures exceptional housekeeping standards are maintained across all customer areas with all experiential areas set up to deliver an incredible customer journey.
- Facilitating new starter and product launch training.
- Taking accountability for managing and resolving escalated complaints.
- Actively contributes to commercial performance by delivering experience and presenting the customer with relevant commercial offers.
- Responsible for the safe and compliant day to day operations of the Boutique.

**What will make you a successful?**

As the ultimate Nespresso Ambassador and coffee enthusiast, you will inspire customers to explore their options for a tailormade coffee experience. You will exceed the expectations of every customer and have the expertise to provide a taste of luxury.
- You’ll have a proven track record of delivering exceptional customer service utilising your communication and interpersonal skills.
- A strong understanding of the retail and competitive environment in which the Nespresso Boutique operates.
- You’ll have a passion for coffee and willingness to learn and leverage new knowledge and skills in your own work.
- Can demonstrate an understanding of effective team coaching and training and providing feedback.
- Maintain and support a positive and collaborative team culture

**What we'll offer you**

In return, as part of Nespresso we’ll offer you first-class training and great career development opportunities.

You can count on us for an attractive benefits package:

- A Competitive Pension
- Up to 10% bonus
- 25 days holiday + bank holidays
- A complimentary Nespresso Coffee Machine & monthly supply of coffee capsules of your choice.
- Excellent training

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