Customer Experience Team Lead - Selfridges, Oxford Street

Salary: £31,250 per annum

Some of our fantastic benefits:

• Potential for up to a 10% annual bonus
• Complimentary Nespresso machine and monthly allowance of coffee pods
• 25 days holiday entitlement with bank holidays on top
• A focus on personal development and growth

This is a full-time permanent opportunity (40 hours / 5 days a week). We are looking for flexibility to work Monday – Sunday, including opening and closing shifts (trading hours are 10:00am – 10:00pm) done on a monthly rota basis.

We are recruiting for an inspiring and knowledgeable Customer Experience Team Lead. This is an exciting management position where your creativity and passion for storytelling can shine through. 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. Now we would like you to be a part of our Nespresso story, be passionate about our coffee, our customers and how we are evolving. We are a B Corp certified company and committed to reducing, reusing and recycling: making coffee a force for good.

Your impact: Ultimately, you will be responsible for continuously elevating the customer experience and inspiring the team to be the best they can be.

Your responsibilities:

• Using storytelling and theatre to engage customers in an immersive coffee experience, adapting to the customer's needs ensuring every customer interaction is unique and meaningful.
• Acting as the ultimate Nespresso brand ambassador displaying expert knowledge of Nespresso’s products, services and sustainability commitments.
• Ensuring 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 contributing 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.

Your ingredients for success: To be successful in this role, you will have a proven track record and passion for delivering exceptional customer service whilst demonstrating your well-established customer experience capabilities within luxury retail. We are open to consider applications from different industries who have the required skill set and passion for delighting customers at every touchpoint of their in store journey.

Other key attributes:

• Have a well-established understanding of the retail and competitive environment in which the Nespresso boutique operates i.e. KPIs.
• Demonstrate a real passion for coffee and willingness to learn, leveraging new knowledge and skills to enhance your role.
• Demonstrate a solid understanding of effective team coaching and training coupled with providing timely feedback, enabling people to be the best that they can be.
• Play a key role in supporting a positive and collaborative team culture.

We will be considering candidates as they apply and we will occasionally close job advertisements early in the event we receive sufficient applicants, so please don’t delay in submitting your application.

At Nestlé, our values are rooted in respect and we believe that embracing diversity and fostering an inclusive environment allows everyone to reach their full potential and drives innovative thinking. We strongly encourage applications from individuals of all gender identities, ethnic backgrounds, those with disabilities, parents, carers and members of the LGBT+ community. Please let us know if we can provide accommodations to ensure your full participation in the application process.