Retail Operations Manager (Nespresso)

Nestlé; Petaling Jaya; On-site; MYR 80,000 - 105,000; Full time

Job summary

A global food and beverage leader is seeking a Retail Operations Manager for Nespresso in Petaling Jaya. This role involves driving sales and profitability through boutique channels, ensuring premium brand positioning and customer service, and developing a robust retail organization. The ideal candidate will have at least 8 years of experience in retail management, strong business acumen, and leadership skills to enhance team performance. This position offers an opportunity to make an impact in a supportive environment focused on personal and professional growth.

Benefits

Professional development opportunities

Dynamic work environment

Qualifications

• At least 8 years of experience managing Retail/Lifestyle/Premium services.
• Strong background in Sales or Marketing.
• Experience in project management of complex projects.

Responsibilities

• Drive Nespresso sales and profitability through the Boutique channel.
• Ensure a premium retail experience aligned with the Nespresso brand.
• Manage individual boutique P&L and coach boutique managers.

Skills

Business acumen

Negotiation skills

People Management

Sales and Marketing

Education

University degree in Business Administration or related fields

Job description

Position Snapshot

Location: Petaling Jaya, Selangor, MY
Company: Nespresso Malaysia
Full-time
Bachelor’s Degree
8+ years of experience

Position Summary

Joining Nestlé means you are joining the largest Food and Beverage Company in the world. At our very core, we are a human environment – passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future. A Nestle career empowers you to make an impact locally and globally, as you are provided with the opportunity to make a mark and stand out, as long as you seek it. With Nestle, you are enabled and encouraged to grow not only as professionals, but also as people.

A day in the life of a Retail Operations Manager (Nespresso)

• Business Growth and Channel Strategy:
  • Drive Nespresso sales & profitability through the Boutique channel. Review and develop the retail network to optimise growth and channel profitability. Define the retail strategy as part of an omni-channel approach.
  • Develop activity calendar with commercial and marketing teams to achieve targets. Identify opportunities for growth by providing commercial, customer and geomarketing insights.
  • Propose and drive the right initiatives to achieve business results, to drive traffic and sales in boutiques.
  • Support the B2C Commercial Manager in making optimal investments and decisions on Capex and Opex
• Premium Brand Positioning & Customer Service:
  • Guarantee consistency of the Nespresso Brand and the best-in-class consumer experience in a premium retail environment.
  • Proactively ensure alignment between all Nespresso Channels (Boutiques, Call Centre, e-Commerce and Trade) in order to deliver a seamless and consistent customer experience.
  • Ensure that Boutique staff are respecting the Nespresso five attributes: Warmth & Empathy, Experience, Retailer spirit, Responsiveness and Style.
• Operation Excellence:
  • Management and control of all performance KPIs and expenditures by boutique to ensure they are in line with budgets. Manage individual boutique P&L & coach boutique managers to take accountability for their boutique
  • Implement processes to proactively ensure the accuracy of the customer database. Drive improvements and operational efficiencies by collaborating with other departments
  • Responsible for corporate consistency of the Visual Merchandising Guidance. In partnership with Marketing, define the VM approach per campaign, coach leaders to implement & constantly improve the quality of their in-store VM.
  • Ensure boutique operations, maintenance & safety are in accordance to International guidelines. Conduct regular operational excellence audits, propose corrective actions and follow up to ensure completion.
  • Effectively manage Third Parties to ensure that it is in line with the Nespresso brand purpose and in compliance with local regulations and Nestlé standards and policies
• People & Organisation Development:
  • Propose and build the appropriate retail organisation structure in line with business strategy.
  • Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
  • Develop commercial, entrepreneurial and leadership skills for Boutique Management.
  • Ensure regular coaching is ongoing, monitor results to enhance and improve team performance and development.
  • Work with market Trainer to ensure knowledge & development needs are met.
  • Facilitation of effective communication across boutiques via regular and efficient meetings, activities. Ensure strong management influence and presence is maintained in all boutiques through regular visits and evaluations.
  • Continuously improve the consumer experience from acquisition to onboarding to retention to drive both customer satisfaction and business outcomes.
• Project Management:
  • Lead on relocation and renovation works for Boutiques with support from Boutique Manager. Conduct contract negotiations with landlord duly respecting international guidelines
  • Manage boutique projects from initiation to execution by developing the project planning and employing appropriate project management approaches, processes, and tools.
  • Ensure boutique projects are delivered in adherence to budget, schedule and scope by providing status reports, raising key issues and risks, determine mitigating actions, and completing financial monitoring and reporting.
  • Facilitate boutique project-related stakeholder communications.

What will make you successful

Education

• University degree or equivalent in Business Administration or any other related fields

Professional experience

• At least 8 years experience managing Retail/Lifestyle/Premium services
• Excellent Business acumen
• Background in Sales or marketing
• People Management experience is essential
• Experience in project management of complex projects
• Experience in managing external stakeholders and landlords
• Strong negotiation skills