The role of Guest Experience Manager is crucial for the delivery of an Unforgettable Experience in our Retail stores, and for upholding the sales side of the business. Success is found in this role through exceptional leadership skills, driving for results, and delivering on Key Business metrics, not excluding the importance of developing one's own skills and the continued development of direct reports.

What are we looking for?

Key Experiences Required:

• Basic computer IT skills
• Decisive in driving sales, operational excellence, and satisfying the guest
• Minimum of 3 years experience managing in a fast-paced, high volume environment
• Experience in leading customer service direct reports
• Manager on Duty experience

Key Willingness Required:

• Willingness to step in at a moment’s notice to support the team, in any way needed
• Willingness to work between the hours of 7:30am and 1am
• Willingness to work in an ever-changing and fast paced environment
• Willingness to work in an environment with loud music and bright lights

What will be your key responsibilities?

• Role model, coach, and ensure accountability for the behaviors of an effective Manager on Duty to ensure achievement of all sales objectives and goals
• 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
• PEOPLE LEADERSHIP
• Exemplify The Five Principles and Associate Concept
• Act as a Great Line Manager, using the Five Principles in all decision making
• Manage, train, onboard, and develops a full team which may include Associates, supervisors, and individual contributors
• Assess, evaluate, train and coach Supervisors to drive sales and operational objectives through the engagement and productivity of our Associates

• Develop Associates to use resourcefulness for product knowledge and category components, to keep displays/spaces occupied and shoppable
• May analyze consumer data captured in store to strategize and create action plans
• Hold team accountable to partner with merchandizers for product replenishment requests
• 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
• May work in tandem with Visual support to provide accurate roll out of floor changes, ensuring products are available
• Place a high priority on educating Associates on hospitality, entertaining, and selling
• GUEST EXPERIENCE
• Create an environment that drives sales through exceptional guest experiences
• 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

• Protects 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
• Manage the reduction of waste across all areas of the store
• Drive Quality to achieve compliance in food regulation, local regulation, and auditing
• 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
• Lead and adhere to all Standard Operating Procedures
• Support the integrity and functionality of the time clocks and timekeeping system\
• STORE OPERATIONS
• Support auditing events to local and/or company standards

• 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
• Internally, advocating for equity, inclusion, and diversity, creating a unique team and role modelling allyship
• M&M’S BRAND AMBASSADOR + PRODUCT KNOWLEDGE
• May support the brand by leading our classic characters in costume
• Externally, relating the brand purpose to guests, stakeholders, and external partners, helping to enhance brand loyalty – potentially hosting and organizing events
• 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

• 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
• Analyse daily, weekly, and overall sales results against business objectives and pivot if necessary
• Execute strategies and plans to achieve sales growth through business analysis, action planning, effective communication, and consistent accountability
• Maximize profitability to identify potential opportunities for growth
• Support continual growth of the business via effective talent, retention, and recruitment management
• BUSINESS RESULTS

• STAKEHOLDER MANAGEMENT + COMMUNICATION
• Aware of and collaborates with the Director team over local retail business trends, insights, opportunities and community outreach
• Aid in strengthening connections and consensus within the store team
• Utilize sales data and consumer feedback to recommend changes to the Store Director team in a timely manner
• Integral role in a strong and influential Store Leadership team Other duties as assigned by the Leadership team
• May collaborate over Associate case management with relevant P&O stakeholders to ensure all people practices, policies and procedures are fair and consistent

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• 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.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

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Total rewards at Mars includes base pay, competitive benefits, and annual bonus (if position is eligible). The full-time pay range for this role is:

USD 59,483.00 - USD 89,224.00

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.