Guest Experience Manager

Job Description

Job Description:

The primary focus of this role is to create an Unforgettable Guest Experience in accordance with Mars Retail Group brand standards, creating a world where everyone feels they belong.

The Guest Experience Manager will lead a team of Associates to deliver all sales commitments while actively drive business growth and selling M&M’S products. This role provides training and coaching to all Associates through our Great Line Manager Program.

This role is responsible for providing an exceptional experience for our Guests by upholding and executing the established policies, procedures, Quality, and all food safety requirements.

What are we looking for?

• College Degree or equivalent experience
• Minimum 2 years’ experience managing in a fast-paced environment
• Experience in leading direct reports Manager on Duty experience
• Basic computer IT skills
• Decisive in driving sales, operational excellence, and satisfying the Guest
• Willingness to work in an environment with loud music and bright lights
• Willingness to work in an ever-changing and fast paced environment
• Willingness to step in at a moment’s notice to support the team, in any way needed

What will be your key responsibilities?

PEOPLE LEADERSHIP

• Act as a Great Line Manager, using the Five Principles in all decision making
• Create a fun and inclusive environment where Associates feel comfortable being their true and authentic self at work, in a “fun kind” way to bring out the best in each other
• Manage, train, onboard, and develops a full team which may include Associates, supervisors, and individual contributors
• Role model, coach, and ensure accountability for the behaviors of an effective Manager on Duty to ensure achievement of all sales objectives and goals
• Assess, evaluate, train and coach Supervisors to drive sales and operational objectives through the engagement and productivity of our Associates
• Exemplify The Five Principles and Associate Concept

GUEST EXPERIENCE

• Create an environment that drives sales through exceptional guest experiences
• Place a high priority on educating Associates on hospitality, entertaining, and selling Champion a "Guest comes first" attitude through the power of fun, in an environment where everyone feels they belong, with a ‘One for All and All for Fun’ mentality
• Develop Associates to use resourcefulness for product knowledge and category components, to keep displays/spaces occupied and shoppable
• May work in tandem with Visual support to provide accurate roll out of floor changes, ensuring products are available
• May analyze consumer data captured in store to strategize and create action plans
• Manage store experiences, bringing our brand to life. This includes actively approaching guests when hosting our famous candy wall, sampling candy, personalizing chocolate, and representing our characters, which helps brings our brand to life
• Hold team accountable to partner with merchandizers for product replenishment requests

STORE OPERATIONS

• Lead and adhere to all Standard Operating Procedures
• Support presentation excellence to ensure all areas of the store are well prepared (neat clean, organized, operational and safe), allowing guests to shop with ease
• Manage the reduction of waste across all areas of the store
• Support auditing events to local and/or company standards
• Drive Quality to achieve compliance in food regulation, local regulation, and auditing
• Protect sales through maintaining the Point- of- Sale system by supporting cashier concerns and pricing issues
• Maintain accurate Associate scheduling/placement while acting as Manager on Duty, which will ensure effective customer service and operational coverage throughout the store
• Support in managing general store expenses
• Provide proactive insight to schedule and impact a healthy payroll and staffing labor model
• Support the integrity and functionality of the time clocks and timekeeping system

M&M’S BRAND AMBASSADOR + PRODUCT KNOWLEDGE

• Store expert of the M&M’S brand, store products and experiences. This includes greeting and approaching all guests with a friendly and positive attitude
• Adapt approach and demeanor in real time to match the shifting demands of different situations to showcase product representation in key areas throughout the store
• May support the brand by leading our classic characters in costume
• Internally, advocating for equity, inclusion, and diversity, creating a unique team and role modelling allyship
• Externally, relating the brand purpose to guests, stakeholders, and external partners, helping to enhance brand loyalty – potentially hosting and organizing events

BUSINESS RESULTS

• Analyze daily, weekly, and overall sales results against business objectives and pivot if necessary
• Maximize profitability to identify potential opportunities for growth
• Execute strategies and plans to achieve sales growth through business analysis, action planning, effective communication, and consistent accountability
• Responsible for upholding and coaching on all Mars Retail Group policies and procedures, plus local regulation adherence, including attendance and timekeeping, food handling guidelines, quality, loss prevention, and safety/emergency procedures
• Support continual growth of the business via effective talent, retention, and recruitment management

STAKEHOLDER MANAGEMENT + COMMUNICATION

• Utilize sales data and consumer feedback to recommend changes to the Store Director team in a timely manner
• Aid in strengthening connections and consensus within the store team
• May collaborate over Associate case management with relevant P&O stakeholders to ensure all people practices, policies and procedures are fair and consistent
• Aware of and collaborates with the Director team over local retail business trends, insights, opportunities and community outreach
• Integral role in a strong and influential Store Leadership team

Other duties as assigned by the Leadership team.

What to Expect from Mars

• Work with diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• A strong focus on learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#LI-KS1

#LI-Onsite

The base pay range for this position at commencement of employment is between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits. Eligibility for these additional elements depend on the position offered and the employee’s work schedule (i.e., part-time schedule, store associate). Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.

USD 65,236.00 - USD 89,700.00