Guest Experience Manager - M&M'S London

Job Description

Job Description:

Ready to turn every visit into a wow moment? As a Guest Experience Manager, you’ll be the heartbeat of the world‑famous M&M’S London Store, leading with energy, positivity, and passion to create unforgettable experiences for every guest who walks through our doors.

This isn’t your typical retail management role. The primary focus of this role is to create an Unforgettable Guest Experience in accordance with M&MS brand standards, creating a world where everyone feels they belong.

As a Guest Experience Manager, you’ll be the face of a globally loved brand; setting the tone on the shop floor, inspiring your team, and bringing the magic of M&M’S to life. From welcoming and engaging guests, to overseeing operations, coaching associates, and ensuring everything runs smoothly behind the scenes, executing the established policies, procedures, Quality, and all food safety requirements. Your leadership and personality will shape moments that guests remember long after they leave.

If you love colourful environments, thrive in fast‑paced settings, and are excited by leading teams to deliver joyful, world‑class experiences, this is your chance to make an impact every single day.

Key responsibilities:

PEOPLE LEADERSHIP

• Act as a Great Line Manager, using the Five Principles in all decision making

• Internally, advocating for equity, inclusion, and diversity, creating a unique team and role modelling allyship

• 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

• Role model, coach, and ensure accountability for the behaviours 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
  

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

• Manage store experiences, bringing our brand to life. This includes actively approaching guests, hosting our famous candy wall, sampling candy, personalizing chocolate, and representing our characters, which helps brings our brand to life
  

BUSINESS RESULTS

• Analyse daily, weekly, and overall sales results against business objectives and pivot if necessary

• Maximise 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

What are we looking for:

• Proven experience leading in a fast-paced retail or hospitality operation

• Proven and demonstrable experience leading a team of managers

• Experienced in complex planning & organizational skills with strong business acumen

• Experience in balancing different levels of stakeholders

• Decisive in driving sales, operational excellence, and providing an exceptional guest experience.

Other willingness requirements:

• 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.

What can you 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.

• 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.