Assistant Store Director – Guest Experience, London

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 Assistant Store Director (ASD) of Guest Experience will drive sales within our Mars Retail Group Stores, while exemplifying passion and role modelling the One M&M’S brand and purpose. They strategically drive results to ensure success and accountability in every aspect of guest experience, store operations, and people leadership. The ASD of Guest Experience has responsibility for leading Mars Retail Group policies, procedures, Quality, and all food safety requirements in store.

Key Responsibilities

• People Leadership
  • 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.
  • Provide direction and hold leaders accountable for the behaviors of an effective Manager on Duty to ensure achievement of all sales objectives and goals.
  • Create the strategy and execute training and development of all Associates, with support of the Store Director.
  • Assess, evaluate, train and coach Managers and Supervisors to drive sales through the engagement and productivity of our Associates, which in turn supports the store to meet and/or exceed quantifiable performance metrics (e.g. Net Sales, Conversion, Average Dollar Sale, etc.).
• Guest Experience
  • Role model 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 the store team to use resourcefulness with product knowledge and category components, keeping displays/spaces occupied and shoppable for guests to experience and enjoy.
  • Analyze consumer data captured in store to strategize and create action plans.
  • Manage all store experiences, bringing our brand to life, including hosting our famous candy wall, sampling candy, personalizing chocolate, and meeting our characters.
  • Ensure all daily sales and candy goals are met.
• Store Operations
  • Adhere to and role model all Standard Operating Procedures.
  • Accountable for all areas of technology in store related to sales.
  • Proactive in maintaining an agile and energized workforce, through a healthy payroll and staffing labour model.
• M&M’S Brand Ambassador + Product Knowledge
  • M&M’S brand ambassador of all store products and experiences. This includes greeting and approaching all guests with a friendly and positive attitude.
  • Support the brand by directing the use of the classic character costumes at key times and locations throughout the store.
  • Internally, advocating for equity, inclusion, and diversity, creating a unique team and role modelling allyship.
  • Externally, relating the brand purpose to guests, stakeholders, and external partners, helping to enhance brand loyalty – potentially hosting and organizing events.
• Business Results
  • Lead in analysing daily and weekly sales results to business objectives and pivot if necessary.
  • Maximise profitability to identify potential opportunities for growth.
  • Support in the development of strategies and plans to achieve sales growth through business analysis, action planning, effective communication, and consistent accountability.
• Stakeholder Management + Communication
  • Utilize sales data and consumer feedback to recommend changes to the Store Director and/or the central support team in a timely manner.
  • Aid in strengthening connections and consensus between the leadership team, other Mars Retail Group sites, and relevant internal and external business partners.
  • Collaborate with relevant HR stakeholders to ensure all people practices, policies and procedures are fair and consistent.

What Are We Looking For

• Proven experience managing 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 satisfying the Guest.
• Strong analytical and problem-solving skills.

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.