Mars Incorporated
M&M'S Disney Springs - Guest Experience Manager (Finance)
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
Other duties as assigned by the management team
Context and Scope
The role of Guest Experience Manager is crucial for the delivery of an Unforgettable Experience in our Retail stores. Whether that's through exceptional leadership skills, driving for results, and delivering on Key Business metrics. But not excluding the importance of developing one's own skills and the continued development of their direct reports.
This role gets done in three parts, being an effective Manager on Duty, developing direct reports, and ensuring follow-through of engagement is upheld.
Job Specifications/Qualifications
Education & Professional Qualifications
College Degree or equivalent experience
Knowledge/Experience
Key Experiences
• 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