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.
•    Pro