A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

 

Purpose of Role:

 

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.

 

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

 

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.

 

Education and Professional Qualifications

 

• College degree or equivalent experience

 

Knowledge and Experience

 

• Minimum 2 years’ experience managing in a fast-paced environment.

• Minimum of 10 direct reports or more.

• Manager on duty experience

• 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

 

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. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.