Guest Experience and Operations Associate, M&M'S London

Job Description

Job Description:

Guest Experience and Operations Associates, with an unforgettable personality, a forever smile, and a passion to serve our guests are the focal point to building our brand and providing best in class customer service to our guests. This role is responsible for providing an exceptional experience for our Guests whether in a character, character buddy, cashier, selling, or merchandising position. There is also an opportunity to work within the Operations team. We welcome unique personality, just as our M&M brand is founded on our unique characters! This role is unique as it is one of the few that interacts directly with our customers daily.

What are we looking for?

STORE OPERATIONS
• Adhere to all operating procedures
• Uphold presentation excellence to ensure all areas of the store are well prepared (neat clean, organized, operational and safe), allowing guests to shop with ease
• Responsible for replenishing the shop floor as needed
• Aid to ensure the reduction of waste across all areas of the store
• Drive Quality to achieve compliance in food regulation, local regulation, and auditing
• Receive and supports in warehouse delivery, ensuring timelines are met and the shop floor is replenished and full
• Assist store inventory and control accuracy through regular cycle counts, including damaged and defective products whilst maintaining productivity goals
• Achieve daily candy goals, including candy production (when applicable)
• Support smooth candy operations in both front of house and back of house in order to prevent disruption of sales and services to guests
• Support smooth candy operations in both front of house and back of house in order to prevent disruption of sales and services to guests

GUEST EXPERIENCE
• 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
• Demonstrate confidence and focus during periods of high volume or unexpected events whilst still providing guests with an engaging experience
• Provide onstage support for guests and store Associates when needed, actively approaching guests
• Balance serving Guests while also completing operational tasks when on the sales floor
• Exemplify product knowledge when interacting with guests; understanding their personal needs and makes recommendations to guide them through their shopping experience
• Fulfil candy and product replenishment needs on the shop floor

PEER RELATIONSHIPS
• Support the development of 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
• Supportive of leadership direction to encourage direct conversations and feedback with peers
• Mentor and buddy new Associates and peer-educate Associates in new areas
• Exemplify The Five Principles and Associate Concept

M&M’S BRAND AMBASSADOR + PRODUCT KNOWLEDGE
• Store representative 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 be asked to represent the brand as one of our classic characters in costume
• Internally, advocating for equity, inclusion, and diversity, role modelling ally ship
• Externally, may relate the brand purpose, helping to enhance brand loyalty

BUSINESS RESULTS
• Maximize profitability by meeting productivity goals and ensuring the shop floor is fully represented
• Follow outlined strategies and plans to achieve business growth through effective communication, and consistent accountability
• Responsible for adhering to 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.

STAKEHOLDER MANAGEMENT + COMMUNICATION
• Aid in strengthening connections and consensus within the store team
• Regular and consistent communication with leaders and peers
• Integral role in a strong and influential store team

Other duties as assigned by the Leadership team.

What will be your key responsibilities?

• M&M’S BRAND AMBASSADOR and PRODUCT KNOWLEDGE:
  • Become knowledgeable of the M&M’S Brand and the store products designed to
  delight our guests.
  • Display a “Guest comes first” attitude by prioritizing Guest Experience.
  • Acts as a positive role model for others by demonstrating passion and enthusiasm.

What can you expect from Mars?

• Work with over 130,000 like-minded 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.
• Best-in-class 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.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.