Location
London, Selfridges Oxford Street

Hours
Full Time - flexible working arrangements can be discussed

Salary
£35,065 per annum

About the Role
We are recruiting for an inspiring and knowledgeable Customer Experience Team Lead to join Nestlé's Nespresso Retail team. This exciting management position offers the opportunity to showcase your creativity and passion for storytelling within a luxury, innovative, and sustainable brand. As a Nespresso Team Lead, you will be responsible for continuously elevating the customer experience and inspiring your team to deliver their best.

Your key responsibilities include using storytelling and theatre to engage customers in an immersive coffee experience, adapting to individual customer needs to ensure every interaction is unique and meaningful. You will act as the ultimate Nespresso brand ambassador, demonstrating expert knowledge of products, services, and sustainability commitments. Maintaining exceptional housekeeping standards across all customer areas and ensuring experiential zones are perfectly set up to deliver an incredible customer journey will be essential.

Additionally, you will facilitate new starter and product launch training, manage and resolve escalated complaints, contribute actively to commercial performance by delivering exceptional experiences and presenting relevant commercial offers, and ensure the safe and compliant day-to-day operations of the boutique.

Nespresso is a B Corp certified company committed to reducing, reusing, and recycling, making coffee a force for good. Join us and be part of a brand passionate about coffee, customers, and continuous evolution.

Experience
Proven track record and passion for delivering exceptional customer service with well-established customer experience capabilities within luxury retail. Experience from other industries with relevant skills and passion for delighting customers will also be considered.

About you
- Well-established understanding of the retail and competitive environment, including KPIs.
- Genuine passion for coffee and eagerness to learn and apply new knowledge.
- Strong team coaching and training skills, providing timely feedback to enable team members to perform at their best.
- Ability to support and foster a positive, collaborative team culture.

Qualifications
No specific qualifications required; however, a passion for coffee, customer experience, and leadership is essential.