Assistant Store Manager

Job Purpose

Act as a brand ambassador for Nespresso within the Boutique and ensure that the Nespresso values are embodied and lived by the team.

Support the Boutique Manager in daily operations and replace them during absences.

1. Ensure Nespresso Brand Consistency and 360° Customer Experience

Boutique Organization

• Ensure the Boutique is clean, organized, properly equipped, and well presented.
• Check daily that capsule, machine, and accessory displays are complete and follow company guidelines.
• Guarantee smooth operations aligned with customer expectations (reception, waiting times, tasting area).
• Monitor service excellence and provide guidance for continuous improvement.

2. Customer Service

• Welcome, guide, and advise customers while identifying their needs.
• Advise both existing and potential Club Members on Nespresso products and services.
• Introduce customers to the art of coffee tasting and encourage curiosity about the full product range.
• Maintain a proactive approach toward customers.
• Handle complaints and customer feedback appropriately.

3. Operational Excellence

• Manage the presence and daily tasks of Coffee Specialists (tasting area, stock control, delivery reception, etc.).
• Report maintenance issues to the Operations Coordinator and manage related documentation.
• Communicate necessary information to other departments (security, cleaning, maintenance).
• Ensure accurate reporting and timely escalation of IT problems.
• Register new Boutique customers, open accounts, introduce Club and Boutique services, and assist with first purchases.

4. Cash Management

• Implement and supervise cash collection procedures.
• Perform “cash checks” (if applicable), process card payments, and ensure alignment between received amounts and orders.
• Operate and reconcile cash registers daily.
• Ensure compliance with control documentation (Deleted Orders, Free Products, Credit Notes, Returns).
• Adhere to internal quality and billing procedures.

5. Inventory Management

• Supervise stock control for machines, capsules, and accessories, as well as POS materials.
• Anticipate stock needs and ensure constant availability.
• Verify deliveries and maintain optimal order frequency and cost.
• Optimize stock storage areas.

6. People Development

• Train and coach Coffee Specialists; ensure all staff embody Nespresso values.
• Implement a regular Boutique training plan and monitor results to enhance customer experience.
• Ensure safe and motivating working conditions.

7. Compliance

• Implement and maintain operational procedures and follow all Quality and SHE systems, including Nestlé Nespresso CARE guidelines and local regulations.
• Motivate the team to adhere to quality standards.
• Ensure Boutique areas comply with international standards.
• Guarantee safe working conditions.

Key Experiences Required

Education

• Bachelor’s degree

Experience

• 1–2 years of direct-to-consumer sales experience for premium products/services

• 2 years of success as a Senior Coffee Specialist or similar coaching/supervisory role

• Frontline management experience preferred

Knowledge Requirements

• Solid understanding of Nestlé’s 10 Corporate Principles

• Knowledge of Nespresso Boutique guidelines and processes

• Quality and Safety Management (NQMS)

• Local cash handling procedures

• Nespresso Inventory and Stock Management

• Nestlé & Nespresso Corporate Business Principles

• Nespresso organizational structure

• Advanced Nessoft and IT knowledge

• Project management skills