Customer Facing Training Specialist (Retail)

Overview 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 development 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 sessions for other CFTSs, including fielding troubleshooting for participants, monitoring chats, and providing 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 and various audio/visual equipment 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 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 events or ensuring virtual preparation and reliable technological setup for virtual sessions. Manage logistics and coordination of training, inclusive of venues, materials, and communication with key stakeholders. Host and/or attend all required Customer Facing Training & Quality meetings to fulfill responsibilities (e.g., Touchbase with line manager, Team meeting, and CFTS/DM meeting). Host and/or attend all required Retail Regional / District Meetings to fulfill responsibilities (e.g., Touchbase with District Managers, District Meetings, Sales & Service, etc.). Provide digital documentation and reporting to appropriate stakeholders including Training Reports (attendance, participation, and recap) and Sales & Service TB / Visit Recaps (topics discussed, main themes, action items). 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. Provide training and coaching to Boutique Management to ensure service quality alignment across Boutiques. Provide training and coaching for Boutique Management on new hire onboarding. Aid Boutique Management on coaching and training opportunities based on daily business needs. Facilitate the distribution of Mystery Shopping results aligned with Boutique Operations and Customer Facing Quality Management. New Hire Introduction Support and assist Boutique Management with new hire training strategy and execution. Facilitate New Hire On-Boarding for New Boutique locations/openings/relocations/remodels. Assist Boutique Management with identifying opportunities for coaching and development. Deliver coaching and feedback to Boutique Coffee Specialists during Boutique visits. Requirements High School Diploma or GED required; Bachelor’s degree in Business Administration or related field preferred. 3+ years of current or prior Customer Facing Training experience within a Retail environment required. 1+ years of current or prior Leadership experience a plus. Demonstrated fluency in MS Office (Word/Excel/Outlook/PowerPoint) required. Excellent communication (oral and written), organization, time management and stakeholder management skills. Detail oriented with strong presentation, facilitation and articulation skills. Willing and able to work under pressure to meet tight deadlines with minimal supervision. Ability to multi-task and apply discretion and judgement to perform quality checks. Current or prior Learning Management System (LMS) experience or knowledge a plus. Willing and able to travel 50-60%+ based on team and business needs. The approximate pay range for this position is $75,000 to $88,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location. Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us |Nestlé Careers () Requisition Requisition ID: 370047 It is our business imperative to remain a very inclusive workplace. To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. Nestlé Nespresso USA is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations. Contact . This position is not eligible for Visa Sponsorship. Review our applicant privacy notice at /privacy. Job Requisition: 370047 #J-18808-Ljbffr

Created: 2025-09-21