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USA

Guest Experience Manager

Las Vegas - Nevada (NV),

Mars

Job Description:

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

Preferred Qualifications:
2 years experience managing in a fast paced, high volume retail operation
People leadership experience
High school diploma, college degree preferred
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

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