Fast growth, ability to standout, with risk of a changing business model
Nespresso USA is one of the fastest growing markets for Nespresso globally with ambitious plans for the future. All eyes including the leadership of parent company Nestle are on the U.S. market.
Huge pressure to drive top line are driving some questionable decisions that could cause some harm the brand long-term, but are giving the business the kick it needs in the short-term. Unique business model (razor/razor blade) with the Club is under pressure due to third party capsule makers proliferating on e-commerce marketplaces like Amazon.com, Walmart.com, Ebay etc. They are also now popping up in Brick & Mortar stores.
Nespresso is the diamond within Nestle's portfolio of brands and Nespresso USA is the fastest growing market for Nespresso globally. The business is therefore under a microscope with the most senior leadership watching results closely. The noose can sometimes make you feel like there's a lack of oxygen. It is a high pressure environment, data and insights driven, but well-funded allowing sales and marketing to drive very exciting initiatives and programs.
Entrepreneurial environment. If an employee has a good idea to drive growth and can present a proper business case, they can succeed in testing through pilot programs and special projects. The downside is there are so many pilots that they often sidetrack the core day-to-day business. The U.S. has a degree of autonomy from the global HQ, however many elements of the business are entirely
Proshigh growth, well-financed, hot category, NY office has Seamless Web with daily lunch stipend, transit card, quarterly free coffee allowance, machine discount
ConsToo many priorities, growth is becoming the priority over brand, some weak management and questionable internal promotions, legacy systems
Been with the company over a year and haven't had as many complaints with such a retailer before.. Constant changes with zero room for advances, acknowledgement, and flexibility. All they care about is what you can contribute to your store and the company and nothing about your personal well being or future goals within the company or personally. Management is always super stressed out with fake smiles printed on their faces running around like chickens with their heads cut off - employees exhausted and relatively lethargic. After a year + no raises were made, no discussions even about moving up in the ladder of positions or any room for further opportunities within the company. HR also clearly doesn't know how to prioritize issues within all the store locations and the overall retailer. They only care about how their reputation looks and like to act like they're big time detectives.
Although it was a great short term job, if you plan on joining a company with hopes of moving up, a positive environment, peers who actually care about your well being and interests aside from being a robot to make them money.. take your work ethics and applications elsewhere. Another note - the company is one big grapevine. Everyone likes to talk about everyone and they all like to act like they're better than one another. Everybody talks about each others business and will act like they like you to your face then go and complain to HR and trash your name and ethic, all they care about is dram
ProsJob culture, good pay, coffee knowledge
ConsPoor management, HR, safety, no room for advancing
Good pay, good coffee, Poor Management, very poor communication
Typical day is very easy if you start out as a Boutique Specialist. Sample and demo the coffee and machines. It does get daunting when you have people who just want the free sample. Management does not communicate. They do not believe in phones, they use email. There is always bad communication. Everyone in management wants to move up so they treat everyone badly. They do not back there own employees. If you have a violent or bad customer they take the customers side never the employee. Also most management have never worked in retail so they have no knowledge of how retail works. If you want to move up in the company they will dangle that carrot in front of you, have you work as the next position, not pay you for it and then hire someone else. This happened to a lot of my co workers.
If you use social media they watch it like hawks. If you write how you had a bad day...and not even mention the job they will confront you about it. They keep an eye out on all mention of the company name. Even reviews.
Most of my co workers were great to work with...once they got the idea they might get promoted they are told to not be friends with anyone and they must only be business friends and to spy and tell about any comments any employee makes...even in jest. They confront you with it.
The company buys you suits. Plastic recycled suits that are hot to wear. They do not care about your comfort. They want you in the suits no matter how hot or dizzy you might get. Depending where you
I was so blessed to get this job and loved it while I had it. Typically you are selling machines and coffee capsules. Sometimes you will be organizing and cleaning to maintain a welcoming experience. There is so much to learn from this job. Learning different types of coffees, how they are created, how to create sales, how to bring in more customers, how to show sales, stocking management, health and safety in the work place, etc..., I came into this job not knowing much and now I feel that I can work anywhere. You can learn so much from this job, but you really have to make the initiation to do it. The work culture is great. You will have a small team which means you all become close and they really have your back in any situation. Management (which I later became a part of) does a really good job of hiring great people who will make great coworkers to have by your side. The hardest part of this job (and the best part of the job as well) are the customers. We demonstrate both the machine and the coffee, an have cary our cups, while offering milk and sugar all complimentary. Since we do this, we attract many people who come on a regular basis for free coffee (when they don't even have a machine [which is fine but not matter how many times we try to sell to them, they have no intention to buy the machine; however they always cave during a sale]) and they tend to complain about not having a certain type of milk or ice or sweetener. Also since the coffee is free, it has a tenden
Nestlé/Nespresso cares about your work/life balance
I've been a team lead manager at a boutique in a mall for about a year and a half now. It's challenging to learn all of the policies and procedures and technology but I always feel supported, encouraged and recognized by management (all the way up to corporate) whenever I have questions or need help. Sometimes there is a delay or no current answer but I always feel validated in asking for help. Someone is always willing to help when needed. I would describe the culture as "We're all in this together, so let's help each other."
Nespresso boutiques feel like a still very new branch in America and as such there is a lot of opportunity to be a part of creating new and improving existing policies and procedures. I definitely feel heard here and have already seen many improvements. It's clear they have good intentions and care about each employee's experience.
Advancement opportuniy is encouraged through self-driven personal development planning with your direct manager and is a priority. However, the exact advancement process is currently unclear and confusing. This year, I see that they are working on developing a clearer path. Succession planning is definitely a priority here.
The bonus structure and raises are generous, timely and consistent. No complaints there.
The benefits are many and as such can be overwhelming to navigate through and take advantage of but once you understand them all, it's more benefits in more areas of life than I've ever experienced or e
ProsGood culture, great Benefits and bonus programs!
ConsStill figuring some things out but with good intentions.
Nespresso can be a fun company to work for, based on your resilience towards dealing with angry customers and a completely incompetent Marketing Department. The two are related as 90% of the time, the angry customers that you have to deal with are a result of a weekly mishap committed by the Marketing Department.
Most positions are customer-service heavy, and you will primarily be dealing with angry or unhappy customers. The company prides itself on having one of the best customer service teams, and a large part of this is due to them eventually giving the customer what they want.
A typical day will consist of dealing with both pleasant and unpleasant customers over a myriad of issues, such as how to track their order, general information about the coffees and machines, how to operate/troubleshoot their machine etc. The disposition of each customer will vary wildly, and you will often have to think on your toes as you are often thrown off by inquiries that are not covered in training. On a weekly basis, the Marketing department will advertise and run a promotion that will fail miserably, whether due to poor planning or system issues. Expect to deal with these a lot, as most to the challenges of the job come from these mishaps. The job consists of a lot of apologizing and reassuring customers, as many things go wrong during the course of a week, such as the website going down or multiple shipments being delayed for an unexplained reason. Be prepared to apologize profu
ProsFree Lunches, Free Metrocard
ConsMinutes allotment for bathroom breaks, nepotism, extreme micromanaging.
1.0
Coffee boutique specialist | Coffee, VA | Aug 20, 2020
Van boven hova fejlodni.
Az allasinterjun elmondtak,hogy hatarozott ideju szerzodest kapsz, amit 90 szazalekban hosszabbitanak. Nem ott dolgozol, ahova eredetileg a szerzodesed szol,hanem ossze-vissza dobalnak a megkerdezesed nelkul.
Nagyon eros a vallalati kultura, es nagyjabol figyelnek rad mig ott dolgozol. A korulmenyek nagyon valtozoak uzletrol uzletre. Van totalisan luxus es van teljesen elhetetlen is.
A vezetoseg teljesen inkompetens, nincsenek osszehangolva a munkafolyamataik.
A muszakvezetok nagy resze mindent a szimpatia alapjan dont el, a noi vezetok itt valamiert zsigerbol utaljak a tobbi not, es a ferfiakat juttatjak jobb uzletbe/elonyos pozicioba.
Hetente allnak melletted, es folyamatosan ertekelolap alapjan ertekelik az eladasodat, itt is attol fugg az eredmenyed hogy a vezetod mennyire szimpatizal veled.
Határozott ideju szerzodesbol meg kemeny munkaval is csak hatalmas szerencsevel kapharsz hatarozatlan idejut.
A virus ideje alatt nemtol, kortol es teljesitmenytol fuggetlenul szuntettek meg a lejaro szerzodeseket, hogy masfel honap mulva uj embereket keressenek, mindezt majdnem egy ev munkavegzes utan.
Ha nem keresel stabil allast illetve ha nem kifejezetten erdekel hogy a szerzodesed lejarasa utan lapatra tesznek akkor meger egy probat.
ProsJo fizetes, cafeteria
ConsHatarozott ideju szerzodesattol fuggenek a korulmenyek melyik uzletbe kerulsz
As a Brand Ambassador for Nespresso, you represent and demonstrate Nespresso products at stores like Bloomingdales, Macy's, William Sanoma and Crate and Barrel. A typical day would include setting up your demonstration, making Nespresso samples for customers, and cleaning up after you finish. I've learned how to use different sales pitches to get customers interested to the point of purchase. Management is all reported online to an account coordinator in which you give them details regarding how your demonstration and how it went along with keeping track of inventory. My co-workers would be the employers at the stores where my demonstration takes place. The hardest part of the job is getting acclimated to a new store location and keeping the customer's attention after they try the product. The most enjoyable part of the job is interacting with people and explaining to them why Nespresso has the best quality expresso found in the world and showing them how to use the machines.
Prosonly on weekends, you choose which weekends you are available.
Consno healthcare included, work is not during the week.
Company has a very well made product that produces some of the highest quality coffee drinks available. Wish they had more demos available.
A typical day consists of engaging customers for a sample and demonstration of the machines.
I learned that most people in the higher end stores were not interested in tasting if there was no interest in buying and yet because that was not always true approaching each person resulted in sales the customer had not considered before the taste and demonstration.
Management was especially accamodating as to which location I worked.
My co-workers worked for the store and not for Nespresso and were almost always supportive whenever drawn into the sale.
The hardest part of the job was the sales presentation repetition. So I listened to others for new words and ways.
Sales and personal stories of customers enjoyment with the machines often so much so that they would interrupt my presentation with praise for the product and assuring the possible buyer that they would love the machine.
ProsA fun, challenging job.
ConsWould like to work more hours than were available and for a higher salary.
Stressful job with lack of communication but good pay
Working for Nespresso, you will learn a lot about coffee from bean to cup and about sustainability for the farmers. The downside is the work office culture, it's a very us versus them vibe. The call center versus the corporate office. The lack of communication from the marketing department and supply chain is astonishing. Along with the lack of communication between Coffee Specialist and managers and work force management. You never know how much time(personal time off) you have due to the system not updating timely so you will never know if you can take time off without out being penalized for it. The only good thing I would say is that the pay is good, and the benefits are not bad. Yet this job if you are a Coffee Specialist is very stressful and ever changing, If you like wearing multiple hats and have no opportunity for advancement then this may be the job for you.
ProsGood pay
ConsNo room for advancement and lack of communication
I worked in the Nespresso call center for just over a year and it gave me panic attacks and stomach ulcers from the amount of stress i was put under. most days there are constantly calls queuing and if you are in after call to write notes and do follow ups, you are constantly told to get back on the phone. you only get paid 3 days sick per year. it is a very demanding job and the managers don't care about your well being and constantly drive you into meeting sales targets and never praise you for doing well. It is nearly impossible to get time off for doctors appointments and if you are lucky enough to do so, you must work the time back. I often stayed behind shift if stuck on the call and never get the time back, yet I was 1 minute late once and had to sign a form to put in my file AND had to work it back. I have striven to progress within the company with no avail despite hitting targets and doing extra work load. They are too strict yet the team leaders hardly do anything and spend most their time taking long breaks and chatting with each other. If our team is having a chat we get told off despite there being no calls queuing. There is a high turn over rate for a reason. You also get monitored on how often you go to the bathroom, all your offline work is monitored and they send up to 4 reports daily on how many calls you are handling, sales made and how much time you are in after call which needs to be under 86 seconds per call which is near impossible to do when we have o
Prosannual bonus of up to 10% dependent on sales targets
Conspoor management, no flexibility, managers are never available for help, arrogant and sometimes bullyish management
3.0
Customer Service Representative | Ottawa, ON | Sep 21, 2021
It's a job
Working on the Nespresso contract was fun to begin. The training was interesting and fun, Nespresso really was good for making sure you knew what you were talking about. But M1S is what took away that fun.
It's a customer service that heavily pushes sales in a redundant way. You are there to make sure the customer is happy but will be reviewed if your sales are to standards. The QA testing was broken, both Nespresso and M1S did the testing on the calls. Nespresso would give you high 80s on a call, when M1S would give you a 40 at best. It made it frustrating at times.
Since Sales were important, you could have the most upset customer with you, swearing at you, treating you like trash, but you would lose point for not trying to see if they want coffee. A customer could be calling saying their machine is broken, and you need to send it for repair, and you'd be deducted marks for not trying to sell them coffee (? Their machine is broken, why would I do that. That would only escalate the call)
There was no aptitude to try and solves the calls on an employee position. If a customer was unhappy, you had very little control on how to help the customer. You were given a very small budget (50$ daily and could not exceed more than 20$ For one customer without a manager's approval) so if customers were upset, you had to transfer them to a manager, who was never available, which would make things worse.
The only true positive was getting to try different coffees and attending classes
ProsFun training, free coffee
ConsIncredibly long hours, no overtime incentive for non bilingual staff, lots of verbal abuse from customers, managers who normally don't care about you
Serious company, build with seven persons and achived to 65 workers when l mooved to Toronto. The first Nespresso distributor company in the world.
Work time was 8:30 AM to 6:30 PM concentrated to contact the new and existing customers, planning for the field trip.
To be in a very close relationship with the customers and be in the field to follow what the competitor company does. Make a visit to the customer loyal to the schedule list prepared the previous week.
Very active post during the summer when Five Stars Hotels are in a high season. Work very closely with the marketing department.
Coordination with technical services department for the technical issues.
Every job must be done within a time and in a correct way.
Talent to identıfy and qualify customer needs, develop sales strategies and negotiate and close profitable projects with a high success rate.Client-focused professional with superb ability to listen attentively to client feedback, work with product development team and to introduce revolutionary service to generate higher revenues.
To penetrate Nespresso Capsule Coffee in a country growing with tea culture and %75 tea drinkers and compete with the Turkish coffee.
Most enjoyable part of my job was the moment after signed the agreement with one of the Five Stars Hotel in Turkey.
ProsFree launch, free way ticket
ConsLot of field trips in a other citys.
Questions And Answers about Nestle Nespresso
On average how many hours a week does a part time Nespresso demonstrator work?
Asked Aug 9, 2017
A part time Nespresso demonstrator is a W2 employee contracted through another company (not Nestlé) and typically works two 4 hour shifts each weekend (12-4) no Nestlé benefits but a partner discount on machines.
Answered Mar 2, 2019
33 to 38 hours a week
Answered Apr 29, 2018
What questions did they ask during your interview at Nestle Nespresso?
Asked Oct 24, 2018
They wished to know about my sales and ability to adapt.
Answered Sep 17, 2021
If I'm able to work well with others
Answered Feb 21, 2020
How often do raises occur at Nestle Nespresso?
Asked Sep 13, 2018
Performance based raise yearly. All of mine were between 3-5%. In over seven years, my base has increased over 20 K. Very rewarding!
Answered Aug 20, 2019
The yearly performance review for boutique management seems very structured is also being updated. Half the review is objective, based on the boutique eaenings and the other half is subjective, based on your performance. Depending on how well the company did, they offer a merit increase to those who earn it. You can definitely influence your raise by working towards the company's goals and values which are available to see all year on the company's internal websites.
Answered Mar 2, 2019
What benefits does Nestle Nespresso offer?
Asked May 28, 2017
*All subject to change but I've only seen it changed for the better*
Free machines(2/year) & coffee($300/quarter)
401K matching(about 5%)
HSA contribution and investment opportunities
FSA account
Inexpensive and really good family medical/vision/dental
Health program to earn money($500/individual - $1000/w spouse per year)towards your medical premium
28 weeks parental leave (14 weeks paid maternity) + phased return
5k Tuition reimbursement
Reward & discount programs
And more!
Answered Mar 2, 2019
Medical, dental, vision. You get two machines and $300 worth of coffee a month.
Answered Feb 23, 2018
What is the interview process like at Nestle Nespresso?
Asked Jan 31, 2018
It depends honestly on who and what position, interview with management, security screening
Answered Sep 17, 2021
Very simple. talk about your experience, what you're currently doing (school, current jobs), your goals, and your availability.
