Job Information
Mars Guest Experience Manager - M&M'S London in London, United Kingdom
Job Description:
Ready to turn every visit into a wow moment? As a Guest Experience Manager , you’ll be the heartbeat of the world‑famous M&M’S London Store , leading with energy, positivity, and passion to create unforgettable experiences for every guest who walks through our doors.
This isn’t your typical retail management role. The primary focus of this role is to create an Unforgettable Guest Experience in accordance with M&MS brand standards, creating a world where everyone feels they belong.
As a Guest Experience Manager, you’ll be the face of a globally loved brand; setting the tone on the shop floor, inspiring your team, and bringing the magic of M&M’S to life. From welcoming and engaging guests, to overseeing operations, coaching associates, and ensuring everything runs smoothly behind the scenes, executing the established policies, procedures, Quality, and all food safety requirements. Your leadership and personality will shape moments that guests remember long after they leave.
If you love colourful environments, thrive in fast‑paced settings, and are excited by leading teams to deliver joyful, world‑class experiences, this is your chance to make an impact every single day.
Key responsibilities:
PEOPLE LEADERSHIP
Act as a Great Line Manager, using the Five Principles in all decision making
Internally, advocating for equity, inclusion, and diversity, creating a unique team and role modelling allyship
Create a fun and inclusive environment where Associates feel comfortable being their true and authentic self at work, in a “fun kind” way to bring out the best in each other
Role model, coach, and ensure accountability for the behaviours of an effective Manager on Duty to ensure achievement of all sales objectives and goals
Assess, evaluate, train and coach Supervisors to drive sales and operational objectives through the engagement and productivity of our Associates
GUEST EXPERIENCE
Create 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, with a ‘One for All and All for Fun’ mentality
Develop Associates to use resourcefulness for product knowledge and category components, to keep displays/spaces occupied and shoppable
Manage store experiences, bringing our brand to life. This includes actively approaching guests, hosting our famous candy wall, sampling candy, personalizing chocolate, and representing our characters, which helps brings our brand to life
BUSINESS RESULTS
Analyse daily, weekly, and overall sales results against business objectives and pivot if necessary
Maximise profitability to identify potential opportunities for growth
Execute strategies and plans to achieve sales growth through business analysis, action planning, effective communication, and consistent accountability
Responsible for upholding and coaching on all Mars Retail Group policies and procedures, plus local regulation adherence, including attendance and timekeeping, food handling guidelines, Quality, loss prevention, and safety/emergency procedures
What are we looking for:
Proven experience leading in a fast-paced retail or hospitality operation
Proven and demonstrable experience leading a team of managers
Experienced in complex planning & organizational skills with strong business acumen
Experience in balancing different levels of stakeholders
Decisive in driving sales, operational excellence, and providing an exceptional guest experience.
Other willingness requirements:
Willingness to work in an environment with loud music and bright lights
Willingness to work in an ever-changing and fast paced environment
Willingness to step in at a moment’s notice to support the team.
What can you expect from Mars?
Work with diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re 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.
Qualifications
Manages Complexity
Directs Work
Collaborates
Drives Engagement
Optimizes Work Processes
Business Insight
Communicates Effectively
Customer Focus
Plans and Aligns
Ensures Accountability