Mars Inc.

Guest Experience Manager- M&Ms Store at Disney Springs

2 months agoOrlando, FL

Job Requirements

This role is responsible for providing an exceptional experience for our Guests by executing M&Ms World candy policies, procedures, and all food safety requirements. The primary focus of this role is to manage a team of associates to sell M&M'S products, whilst creating an Unforgettable Experience in accordance with Mars standard, to know their business and actively drive growth. Additionally, this role provides training and coaching to all associates through the Great Line Manager Program.

What are we looking for?

  • College Degree or equivalent experience Knowledge / Experience
  • Minimum 2 year's experience managing in a fast-paced environment.
  • Minimum of 10 direct reports or more. •
  • Manager on duty 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

What are your key responsibilities?

M&M's BRAND AMBASSADOR and PRODUCT KNOWLEDGE:

• Displays a "Guest comes first" attitude by prioritizing training and holding associates accountable for delivering an Unforgettable Service

• Role models the behaviors of an effective Manager on Duty to ensure achievement of all sales objectives and goals.

CUSTOMER FOCUS:

• Display the Guest Experience Program training standards daily and consistently to provide exceptional guest service and enthusiastically create an unforgettable experience through personal interactions with our guests.

• Delights our Guests through providing exceptional Consumer Care to both our Internal and External Guests through responsibly taking orders and acting as the main point person for consumer complaints.

RESPONSIBILITY FOR BUSINESS RESULTS:

• Demonstrates understanding of retail metrics; celebrate success and make suggestions for improvement when necessary

• Teach, coach, and train associates on maximizing store KPIs

FRIENDSHIP and COLLABORATION:

  • Manages a group of assigned associates, including supervisors ensuring clear expectations are communicated and accountability applied.

• Establish rapport and build relationships with the full management to ensure healthy collaboration can be built.

• In partnership with Store Director team and Visual coordinator ensures proper and effective training and development is provided to associates to achieve an exceptionally visually appealing store that is Big, Bold, and branded in line with our Creative Principles.

PUNCTUALITY and INTEGRITY:

• Role models and upholds all M&M'S World's policies and procedures

• Exemplifies the Five Principles and The Associate Concept

INITIATIVE and JUDGEMENT:

• Performs the role of "Department Lead" to ensure proper product placement, replenishment, product knowledge and sales productivity

• Is aware and takes interest in retail business trends and insights

• Demonstrates knowledge of products, placement Onstage, sales impact according to the space occupied and general understanding of category component

Great Line Management uses the Five Principles in the decision making and will be responsible for:

• Onboarding Associates

• Engaging Associates

• Developing Associates

• Driving Performance

• In the Mars way

Client-provided location(s): Orlando, FL, USA
Job ID: Mars-P-100219