Guest Experience Supervisor - M&M'S London
Employer: Mars
Location: London, United Kingdom
Salary: £31,690.00 minimum per annum
Closing date: 14 Mar 2025
Job Description:
The primary focus of this role is to create an Unforgettable Guest Experience in accordance with Mars Retail Group brand standards, creating a world where everyone feels they belong.
The Guest Experience Supervisor actively drives business growth and supports store leadership by executing effective Manager on Duty responsibilities to deliver all sales commitments.
This role is responsible for providing an exceptional experience for our Guests by upholding and executing the established policies, procedures, Quality, and all food safety requirements.
What are we looking for?
GUEST EXPERIENCE
* Maintain an environment that drives sales through exceptional guest experiences.
* Place a high priority on educating Associates on hospitality, entertaining, and selling.
* Champion a "Guest comes first" attitude through the power of fun, in an environment where everyone feels they belong.
* Act as Manager on Duty (MOD), effectively driving guest experience, balancing guest flow throughout the building, multitasking, minimizing guest wait time at the registers, maintaining guest and Associate safety, and responding to guest and Associate queries.
* Resourceful for product knowledge and category components, to keep displays/spaces occupied and shoppable.
* Lead consumer care data capture through action plans and strategies outlined by leadership.
* Support 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.
* Teach the team to partner with merchandizers for product replenishment requests.
STORE OPERATIONS
* Adhere to all Standard Operating Procedures.
* Uphold presentation excellence to ensure all areas of the store are well prepared (neat, clean, organized, operational, and safe).
* Aid to ensure the reduction of waste across all areas of the store.
* Participate in auditing events to local and/or company standards.
* Drive Quality to achieve compliance in food regulation, local regulation, and auditing.
* Maintain accurate Associate scheduling/placement while acting as Manager on Duty.
* May support all Loss Prevention strategies, including investigating inaccuracies or discrepancies and internal and external theft and fraud.
PEOPLE LEADERSHIP
* Support the development of a fun and inclusive environment where Associates feel comfortable being their true and authentic self at work.
* Lead Associates through being an effective MOD, ensuring achievement of all sales objectives and goals.
* Partner with store leadership to assess, evaluate, and train Associates to drive sales through engagement, productivity, and selling strategies.
* Coach and provide feedback to Associates in various positions and relay back to the Managers regarding Associate performance.
M&M'S BRAND AMBASSADOR + PRODUCT KNOWLEDGE
* Store expert of the M&M'S brand, store products and experiences.
* Adapt approach and demeanor in real time to match the shifting demands of different situations to showcase product representation.
* May support the brand by guiding our classic characters in costume.
* Advocate for equity, inclusion, and diversity, role modeling allyship.
BUSINESS RESULTS
* Review daily and weekly sales results against business objectives.
* Maximize profitability to identify potential opportunities for growth.
* Responsible for upholding and coaching on all Mars Retail Group policies and procedures.
STAKEHOLDER MANAGEMENT + COMMUNICATION
* Utilize sales data and consumer feedback to recommend changes to the leadership team.
* Aid in strengthening connections and consensus within the store team.
* Collaborate with leadership to ensure all people practices, policies, and procedures are fair and consistent.
Other duties as assigned by the Leadership team.
Education & Professional Qualifications
* High School Degree or equivalent.
Knowledge / Experience
* Minimum 1 year experience in a retail environment.
* Experience in a fast-paced environment.
* Experience with driving sales, operational excellence, and satisfying the Guest.
What can you expect from Mars?
* Work with diverse and talented Associates, all guided by the Five Principles.
* Join a purpose-driven company.
* Best-in-class learning and development support from day one.
* An industry competitive salary and benefits package.
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.
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