Guest Experience Supervisor - M&M'S London

Job Description:

Guest Experience Supervisor - M&M'S London

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 Supervisor actively drives business growth and supports store leadership by executing effective Manager on Duty responsibilities to deliver all sales commitments.

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.

We welcome unique personalities, just as our M&M’S brand is founded on our unique characters!

Starting salary of a minimum £31,690.00 per annum.

What are we looking for?

GUEST EXPERIENCE
• Maintain 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
• Act as MOD, which includes, effectively driving guest experience, balancing guest flow throughout the building, multitasking, minimizing guest wait time at the registers, maintaining guest and Associate safety, and responding to guest and Associate queries
• Resourceful 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
• Lead consumer care data capture through action plans and strategies outlined by leadership
• Support 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
• Teach the team to partner with merchandizers for product replenishment requests

STORE OPERATIONS
• Adhere to all Standard 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
• Aid to ensure the reduction of waste across all areas of the store
• Participate in auditing events to local and/or company standards

• Drive Quality to achieve compliance in food regulation, local regulation, and auditing
• Maintain accurate Associate scheduling/placement while acting as Manager on Duty, which will ensure effective customer service and operational coverage throughout the store
• May support all Loss Prevention strategies, including investigating inaccuracies or discrepancies and internal and external theft and fraud which leads to accurate inventory levels and sellable merchandise

PEOPLE LEADERSHIP
• 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
• Lead Associates though being an effective Manager on Duty (MOD), to ensure achievement of all sales objectives and goals
• Partner with store leadership to assess, evaluate, and train Associates to drive sales through engagement, productivity, and selling strategies which in turn supports the store to meet and/or exceed quantifiable performance metric’s (e.g. Net Sales, Conversion, Average Dollar Sale, etc.)
• Coach and provide feedback to Associates in various positions and relays back to the Manager’s regarding Associate performance
• Exemplify The Five Principles and Associate Concept

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 demeanour 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 guiding our classic characters in costume
• Internally, advocating for equity, inclusion, and diversity, role modelling allyship
• Externally, may relate the brand purpose, helping to enhance brand loyalty

BUSINESS RESULTS
• Review daily and weekly sales results against business objectives
• Maximise profitability to identify potential opportunities for growth
• Support outlined strategies and plans to achieve sales growth through 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

STAKEHOLDER MANAGEMENT + COMMUNICATION
• Utilize sales data and consumer feedback to recommend changes to the leadership team in a timely manner
• Aid in strengthening connections and consensus within the store team
• May collaborate with leadership to ensure all people practices, policies and procedures are fair and consistent
• Aware of and collaborates with the leadership 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.

Education & Professional Qualifications
Desired Education
• High School Degree or equivalent

Knowledge / Experience
Key Experiences Desired
• Minimum 1 year experience in a retail environment
• Experience in a fast-paced environment
• Experience with driving sales, operational excellence, and satisfying the Guest

Key Experiences Preferred but not required
• Experience in coaching others
• Basic computer IT skills

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, in any way needed

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.

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.