General Manager

New York, NY

The Assistant Store Director of Guest Experience works in partnership with the Store Director to ensure the daily business operations that drive business performance and guest satisfaction are executed. The primary focus of this position is to create an exceptional guest experience through an interactive and engaging “shoppertainment” environment. This role has overall responsibility to ensure that our guests (internal and external) have an exceptional experience. This will be done by executing M&Ms World candy policies, procedures, and all food safety requirements to the highest standards. The Assistant Store Director works with guest experience stakeholders to drive for results. General tasks include supervising employees, recruiting, and onboarding, ensuring the Quality Principle is always upheld.

What are we looking for?

  • Minimum 5 years’ experience managing in a fast-paced, high volume retail environment.
  • Senior management experience/ managing leaders
  • Ability to make immediate decisions regarding associate issues, store policy and procedure issues, and guest service recovery.
  • Possess a passion for working in fast-paced environments. 
  • Bachelor’s degree is preferred. 
  • Strong business acumen
  • Stakeholder management
  • Ability to make recommendations to enhance operational and associate needs
  • Determine effective methods of recruiting staff at all levels within the store environment
  • Comfortable Leading by managing through change and adversity

What will be your key responsibilities?

  • Role models the behaviors of an effective Manager on Duty and manages effective supervision to drive sales by consistently delivering exceptional Guest Service through the Mars selling strategy
  • Demonstrates knowledge of products, placement Onstage, sales impact according to the space occupied, and a general understanding of category components
  • Adheres to “leadership” on the sales floor and office at all times
  • Display a "Guest comes first" attitude by training and holding associates accountable for delivering legendary Guest service.
  • Knowledgeable of competitors and business trends and knows how to effectively influence change
  • Analyzes, create action plans and strategy, to resolve all data gathered from the voice of the consumer (i.e., surveys, comments, complaints, face-to-face feedback, etc.)
  • Helps to drive consensus while managing a diverse management team and/or
  • collaborating with colleagues in other stores/departments
  • Assess, evaluate, and coach Guest Experience Managers and Supervisors to drive sales through the engagement and productivity our associates
  • Train and develop the Guest Experience Managers to ensure that the store meets and /or exceeds quantifiable performance metric’s (e.g., Net Sales, Conversion, Average Dollar Sale,
  • Role models, upholds, and coaches on all M&M’S World’s policies and procedures, including the Mars Quality policy and site manuals
  • Supports compliance activities, including internal and external auditing, in line with local regulations
  • Demonstrates confidence and focus during periods of high volume or unexpected events to keep the store operating to standard and to set a positive example for the store team
  • This role will report to the Store Director

What can you expect from Mars?

  • Work with over 130,000 diverse and talented Associates, all guided by The Five Principles.
  • Join a purpose driven company, where we are striving to build the world we want tomorrow, today.
  • 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 that starts day 1
  • Pay range for this position is $ 91,666- $137,500

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