Senior Specialist, Retail Workforce Management

Nestle Nespresso
November 20, 2020
New York, NY
Job Type


We are Nestle Nespresso – we deliver the highest quality coffee in the most sustainable way! We hire quality people that are passionate about delivering an exceptional customer experience. At Nespresso, we place people, coffee and sustainable living at the heart of all we do, inspiring an engaging and meaningful place to work.

Join our retail operations team as an experienced and strategic Senior Specialist, Retail Workforce Management based at our NYC Herald Square office. This is a corporate facing role responsible for planning and executing all US retail workforce management functions to ensure our luxury retail boutiques are positioned to maximize all sales and customer experience opportunities. Retail is the most important channel to tell the Nespresso story – providing a window into the heart of our brand! You will provide the guidance and expertise to optimize the customer journey.

The ideal candidate will have Kronos expertise as well as an analytical approach to seek & identify opportunities for continuous improvement while leading technology efforts to optimize sales and reduce costs. You will enjoy working in a collaborative environment alongside other like-minded professionals dedicated to making a difference in the business. Excellence comes from us all working together!

Join our growing team where a taste of something better awaits you! Enjoy a career that is professionally engaging and personally rewarding.

A Day in the Life:

Execute Workforce Management strategies and processes to sustain a dynamic retail environment:

• Anticipate the retail environment with a short term and long term perspective for adjustment of analytics, policies and procedures
• Evaluate inputs to make the most relevant decisions regarding labor structuring: sales, wages/salaries, customer traffic, and productivity metrics
• Ensure a fully integrated labor model that aligns with sales growth, financial metrics, and customer experience expectations

Reporting and Analytics:
• Establish and manage the boutique labor reporting process
• Ensure relative data is collected and maintained for reporting
• Adapt reporting analytics to include workload trends, staffing requirements and key performance results to different audiences (Finance, Boutique Operations, US Executive Team and Headquarters) to build recommendations
• Guide the business on the best staffing techniques based on data, analytics and benchmarking

Retail Capacity Planning:
• Build reliable and detailed forecasts using relative inputs such as customer traffic, sales data, and store demographic information by location
• Determine and coordinate long range staffing requirements
• Conduct meetings with relevant departments regarding forecast and workload requirements

Optimized Scheduling:
• In partnership with local boutique management, generate schedules for staff in order to meet sales and quality targets while maximizing resource utilization within Human Resources and federal and local legal requirements using advanced scheduling tools (ex. Kronos)
• Provide support for Time and Attendance Management
• Develop and communicate scheduling related best practices

Training and Communication:
• Engage and influence Boutique Managers to achieve Best in Class and Sustainable Service Levels in keeping with the defined labor standards
• Guide and influence leadership team to implement new and innovative techniques that would be best for the business
• Create and facilitate trainings for any relevant WFP tools/topics and/or refreshers as needed based on any gaps
• Create business PowerPoint decks to update organization on WFP and labor performance

Benefits and Perks:

Full Medical Benefits: Health, Vision and Dental
401(K) Company Match
Annual Bonus
Paid Vacation Time
Paid Holidays
Free Nespresso Machine and Coffee Allowance
Additional Nestle Discounts

Winning Skillsets:

• Bachelor’s or Technical degree required
• 4+ years of Workforce Management experience required
• Advanced proficiency in Excel (pivot tables, vlookups, PowerPoint) required
• 5 years Customer Service (Retail) experience required
• 3+ years of Kronos experience required
• Proven ability to manager and complete projects with methodology
• Proven ability to understand the business environment through labor and workforce planning
• Self-starter who is curious with a problem solving attitude who is able to find issues/opportunities and determined seek solutions, and influence change
• Proven ability to manage change and implement process improvements
• Travel required (10%)

Learn more about us: and

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