Guest Experience Manager
Mars, Incorporated and its Affiliates, Orlando, FL, United States
Overview
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 mayalso 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 offeredand 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
#J-18808-Ljbffr
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 mayalso 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 offeredand 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
#J-18808-Ljbffr