**POSITION SNAPSHOT** **Title: Nespresso CRC Trainer** **Position Summary:** Improve the skills, knowledge, and competencies of NBS employees facing the customer (internal and external), helping to design and conduct training programs that will drive employee engagement and performance in the workplace. Conduct focused assessments of educational/training needs within the specified customer-facing population; support in designing, developing, delivering, and evaluating a variety of responsive educational curricula and training programs within defined fields of expertise to ensure compliance with our quality service standards across all channels and points of contact. **A DAY IN THE LIFE …** CUSTOMER EXPERIENCE + Identify and understand the specific needs and expectations of the customer and adapt the content of the training to serve those needs. • Occasionally serve customers in inbound and outbound contacts using voice or digital platforms, identifying, understanding, and responding promptly to their specific needs and expectations. SALES + Verify the quality of service to ensure customer retention and identify sales opportunities in outbound and inbound contacts. + Ensure that training adds value to CRC Specialists and/or Team Leaders, utilizing sales skills such as storytelling, open issues, active listening, cross-selling, and bottom-up methods. + Skillfully handle challenging conversations and objections, offering CRC Experts and/or Team Leaders valuable new options and solutions using learned methods such as objection cycles, active listening, and open questions. + Verify and protect the application of brand voice tone in each training delivery. TRAINING RESPONSIBILITIES + Fully responsible for conducting and handling all training sessions, including refresher courses. + Develop and design training materials as needed to enhance team performance in soft skills and sales techniques. COFFEE EXPERIENCE AND EXPERTISE + Be an ambassador and possess specialized knowledge of Nespresso's products, services, and sustainability commitments, continuously learning and taking advantage of new knowledge and skills in their work. + Continuously develop deep knowledge, skills, and experience around coffee, products, services, processes, and machines, proactively identifying performance/knowledge gaps and appropriating the development plan. OPERATIONS EXCELLENCE + Detect training needs by assessing the strengths and weaknesses of individuals and teams. + Provide training for all minimum skills and knowledge required for all major customer-related jobs, unless new hires are contracted with these minimum skills and knowledge. + Support in defining and monitoring the performance of the desired or required training results that can be verified. + Calibrate training content with post-training results (quality, efficiency, sales). + Monitor the effectiveness of training to ensure the incorporation of taught skills and techniques into employee work behavior. + Work closely with Recruitment, Quality, and Operations to maintain perspective and provide insights to improve their processes. + Evaluate the effectiveness of training and development programs and use relevant assessment data to review or recommend changes in instructional objectives and methods. + Support the development of annual training programs and plan training sessions in advance while managing daily surveys on staff performance. + Introduce new employees to business guidance and conduct sessions. Ensure that new hires attend core training courses in customer service and sales, including communication and troubleshooting. + Select or develop training tools, including training manuals, demonstration models, multimedia visual aids, computer tutorials, and reference work. + Formulate training drafts and determine instructional methods, utilizing knowledge of specified training needs and the effectiveness of methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops. + Perform impersonation activities with customer-facing employees to develop interpersonal skills (e.g., negotiation, teamwork, and conflict management). + Collaborate with team leaders and managers to encourage on-the-job training (for example, how to handle difficult customer cases). + Organize training courses that will prepare employees for the next step of their career path. **ARE YOU A FIT?** + Bachelor’s degree in any related field. + 2-3 years of relevant experience in FMCG. + Full proficiency in English language skills. + Strong communication and organizational skills. + Strong leadership and coaching skills. + Expert in product knowledge and customer experience. + Strong sales techniques (B2B – B2C); effective storytelling.