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Guest Experience Manager - M&Ms World

LOCATION: 

New York, NY, US

JOB CATEGORY:  Sales
REQUISITION NUMBER:  220646

A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

 

Position Title: Guest Experience Manager, M & M’s World

Reports To: Store Director, M & M’s World

 

Purpose of Role:

 

The Guest Experience Manager is responsible for delivering an exceptional Guest experience from the first impression /greeting, to the Box Office. This role is primarily responsible to drive sales through a trained and engaged team of Onstage associates and through the accountability and follow up of the category champion program

 

Principal Accountabilities:

 

 DRIVE RESULTS / GUEST SERVICE- ACHIEVE OUR GOALS BY BRINGING MORE CHOCOLATE SMILES TO OUR GUESTS

 

  • Trains and develops Onstage sales, box office and merchandisers to ensure store meets and / or exceeds quantifiable performance metric’s (e.g. Net Sales, Conversion, Average Dollar Sale, etc.)
  • Assesses, evaluates and coaches Onstage associates utilizing the Mars selling strategy to drive sales
  • Role models the behaviors of an effective Manager on Duty to ensure achievement of all sales objectives and goals
  • Adheres to “leadership” Onstage at all times 
  • Manages Guest flow and wait times at the box office
  • Open and close secondary registers as needed to optimize register productivity
  • Encourages up-sell at register and facilitate grab-and-go sales by utilizing primary registers on floor
  • Achieves positive results on mystery shop evaluations
  • Displays a "Guest comes first" attitude by training and holding associates accountable for delivering legendary service
    • Demonstrates understanding of retail metrics; celebrate success and make suggestions for improvement when necessary
  • Exudes a positive attitude and sustains a contagious energy throughout entire shift

 

TALENT MANAGEMENT- DELIVER AN EXPECTIONAL RETAIL EXPERIENCE BY DELIGHTING OUR GUESTS THROUGH OUR FUN, KNOWLEDGE AND PASSION FOR OUR BRAND

 

  • Provides consistent, fair and timely feedback to associates through various channels, i.e. one on one opportunities, reviews, coaching, mentoring, training
  • Trains and educates associates on new product knowledge, selling strategies and new merchandise presentation techniques
  • Coaches associates in the moment to reward outstanding results / behaviors and to correct and improve developmental opportunities
  • Manages the content and delivery of pre-shift meetings; rotate meetings to be both educational and entertaining
  • Manages a group of assigned associates including Onstage: Sales, Box Office, Merchandisers and Supervisors ensuring clear expectations are communicated, results are followed up and accountability is applied
  • Ensures all associates are upbeat, engaging and fun, if not take action

 

PRESENTATION EXCELLENCE- CREATE A VISUALLY EXCITING MERCHANDISE PRESENTATION BY DELIVERING OUR BRAND STANDARD PROMISE

 

  • Demonstrates knowledge of products, placement Onstage, sales impact according

       to the space occupied and general understanding of category components

  • In partnership with Store Director and corporate team ensures proper and effective

       training and development is provided to associates to achieve an exceptionally visually

       appealing store that is Big, Bold and clearly branded

 

OPERATIONAL EXCELLENCE- ENSURING OPERATIONAL EFFICIENCIES WHILE DELIVERING AN EXCITING RETAIL EXPERIENCE 

 

  • Ensures all areas of the store including Onstage and Backstage are neat clean,

       organized, operational and safe

  • Complies with and ensures that all associates follow company policies and procedures
  • In partnership with Store Director ensure that store is in compliance with all employment

      State and Federal laws, including but not limited to wage and hour and Equal  

      Employment Opportunity

  • Ensures that the store protects company assets thorough awareness of Loss Prevention

       best practices, including great guest service, associate bag checks, associate purchases, as   

       well as all other compliance to company policies and procedures

 

PERSONAL LEADERSHIP- EXEMPLIFY LEADERSHIP COMPETENCIES THAT DRIVE A HIGH PERFORMING, HIGHLY ENGAGED TEAM

 

  • Be an inspiration to others, ethically and professionally
  • Demonstrates confidence and focus during periods of high volume or unexpected events

       to keep store operating to standard and to set a positive example for the store team

  • Share information and communicate clearly to all levels
  • Lead by managing through change and adversity
  • Exemplifies the 5 Principles of Mars
  • Promotes store involvement in Mars community service, wellness and sustainability  

       programs

  • Cultivates a collaborative learning environment within the store by modeling purpose,

       values and behaviors consistent with Mars philosophy

  • Helps to drive consensus while managing a diverse management team and/or

      collaborating with colleagues in other stores/departments

    •  Provides an open door policy where associates are free to express their ideas, concerns

      and feelings and an environment where the 5 principles of Mars are modeled and upheld

 

 

Key Functional Retail Knowledge Skills/Knowledge

  • Guest Service
  • Selling
  • Merchandising
  • Brand / Product Knowledge
  • Store Operations
  • Business Acumen
  • Personnel Policies and Procedures

 

Key Experiences
  • Minimum 2 years experience managing in a fast paced, high volume retail operation

 

Desired Education

  • College Degree or equivalent experience

 

Decision Making Authority and Impact

  • Ability to make immediate decisions as it relates to driving sales and satisfying the Guest
  • Ability to make immediate decisions regarding associate issues, store policy and

       procedure issues and guest service recovery

  • Ability to make recommendations to enhance operational and associate needs

 

People Management Responsibility

Direct (management associates) 7-8

Direct (non-management associates) 20-30

Indirect (management associates) 1-2 Supervisors

Indirect (non-management associates)

 

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.

 


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