Position Summary

Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. A Nestle career empowers you to make an impact locally and globally, as you are provided with the opportunity to make a mark and stand out, as long as you seek it. With Nestle, you are enabled and encouraged to grow not only as professionals, but also as people.

We are looking for a Retail Manager who is accountable for the market's Retail Channel sales and profit. They are in charge of building the channel’s long term strategy, the development of the boutique network and commercial plans, respecting the brand values and the international guidelines. The Retail Manager leads the Retail team and is accountable to deliver upon both sales and customer satisfaction targets and ensure operational excellence to deliver the Nespresso defined customer experience.

A day in the life of a Retail Operations Manager (Nespresso)

• Business Growth and Channel Strategy:
  • Drive Nespresso sales & profitability through the Boutique channel. Review and develop the retail network to optimise growth and channel profitability. Define the retail strategy as part of an omni-channel approach.
  • Develop activity calendar with commercial and marketing teams to achieve targets. Identify opportunities for growth by providing commercial, customer and geomarketing insights.
  • Propose and drive the right iniatives to achieve business results, to drive traffic and sales in boutiques.
  • Support the B2C Commercial Manager in making optimal investments and decisions on Capex and Opex
• Premium Bran Positioning & Customer Service:
  • Guarantee consistency of the Nespresso Brand and the best-in-class consumer experience in a premium retail environment.
  • Proactively ensure alignment between all Nespresso Channels (Boutiques, Call Centre, e-Commerce and Trade) in order to deliver a seamless and consistent customer experience.
  • Ensure that Boutique staff are respecting the Nespresso five attributes: Warmth & Empathy, Experience, Retailer spirit, Responsiveness and Style.
• Operation Excellence:
  • Management and control of all performance KPIs and expenditures by boutique to ensure they are in line with budgets. Manage individual boutique P&L & coach boutique managers to take accountability for their boutique
  • Implement processes to proactively ensure the accuracy of the customer database. Drive improvements and operational efficiencies by collaborating with other departments
  • Responsible for corporate consistency of the Visual Merchandising Guidance. In partnership with Marketing, define the VM approach per campaign, coach leaders to implement & constantly improve the quality of their in-store VM.
  • Ensure boutique operations, maintenance & safety are in accordance to International guidelines. Conduct regular operational excellence audits, propose corrective actions and follow up to ensure completion.
  • Effectively manage Third Parties to ensure that it is in line with the Nespresso brand purpose and in compliance with local regulations and Nestlé standards and policies
• People & Organisation Development:
  • Propose and build the appropriate retail organisation structure in line with business strategy.
  • Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
  • Develop commercial, entrepreneurial and leadership skills for Boutique Management.
  • Ensure regular coaching is ongoing, monitor results to enhance and improve team performance and development.
  • Work with market Trainer to ensure knowledge & development needs are met.
  • Facilitation of effective communication across boutiques via regular and efficient meetings, activities. Ensure strong management influence and presence is maintained in all boutiques through regular visits and evaluations.
  • Continuously improve the consumer experience from acquisition to onboarding to retention to drive both customer satisfaction and business outcomes.
• Project Management:
  • Lead on relocation and renovation works for Boutiques with support from Boutique Manager. Conduct contract negotiations with landlord duly respecting international guidelines
  • Manage boutique projects from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools.
  • Ensure boutique projects are delivered in adherence to budget, schedule and scope by providing status reports, raising key issues and risks, determine mitigating actions, and completing financial monitoring and reporting.
  • Facilitate boutique project-related stakeholder communications.

What will make you successful:

Education:

• University degree or equivalent in Business Administration or any other related fields

Professional experience:

• At least 8 years experience managing Retail/Lifestyle/Premium services
• Excellent Business acumen
• Background in Sales or marketing
• People Management experience is essential
• Experience in project management of complex projects
• Experience in managing external stakeholders and landlords
• Strong negotiation skills