Ice Cream Ben & Jerry's Guest Experience Manager, Gift Shop

Unilever Brazil; Waterbury (VT); On-site; USD 49,000 - 75,000; Full time

Job summary

Join a leading global Ice Cream company as an Ice Cream Ben & Jerry's Guest Experience Manager at the Waterbury Factory. You will lead retail operations, ensuring excellent customer service and staff satisfaction. This role emphasizes career growth within a diverse and inclusive culture, with responsibilities ranging from supervising staff to managing inventory and financial reporting. Ideal candidates will have extensive experience in hospitality and strong leadership skills.

Benefits

Health Insurance

Retirement Savings

Paid Vacation

Parental Leave

Qualifications

• 6+ years’ experience in hospitality or customer service.
• Experience supervising staff in a retail or food service environment.

Responsibilities

• Lead efficient retail and gift shop operations.
• Supervise and provide direction to staff of 20 to 50 employees.
• Accountable for daily and weekly financial reporting.

Skills

Customer Service

Leadership

Communication

Problem Solving

Project Management

Education

High School Diploma

Tools

Excel

Word

Sales Force

Job description

Job Title: Ice Cream Ben & Jerry's Guest Experience Manager, Gift Shop

Location: Waterbury, VT (Ben & Jerry's Factory)

Terms & Conditions: Full Time

If you want to work for a global, leading Ice Cream player with €7.9bn Turn Over in 2023, come join Unilever Ice Cream! The Ice Cream business is operating in a highly attractive category, as we are part of the 1 trillion snacking and refreshment industry, growing consistently at high pace. We have strong brands equities: 5 of top 10 selling brands including Ben & Jerry’s, Breyers, Magnum, Talenti, Popsicle, Good Humor, Klondike, and Yasso. We are investing to unlock the full growth potential of Ice Cream as a standalone entity, once we separate from Unilever, which is planned to happen by November 2025.

Ice Cream has distinct characteristics from Unilever’s other operating businesses and the growth potential of Ice Cream will be better delivered under a different ownership structure. As Ice Cream company we are committed to developing and nurturing talent as we build our diverse and inclusive culture. You will have ample options for career growth and exploration, allowing you for you to explore roles and opportunities across the new organisation. Your career development will be a priority for us, and we are dedicated to supporting your growth journey within the new company. We hope that you will want to build the new chapter of our Ice Cream history together with us.

JOB PURPOSE:

The role of the Gift Shop Experience Hospitality Manager is to lead efficient retail and gift shop operations, while showcasing excellent customer service and living the Ben & Jerry’s 3-part mission daily. Their goal is to drive consumer loyalty and staff satisfaction by managing a fun, safe, clean, and high energy environment. The Gift Shop Manager will also support and participate in all other areas of the Hospitality business, including the scoop and tour operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Gift Shop Experience Hospitality Manager will report to the Hospitality Experience Operations Manager.

KEY RESPONSIBILITIES:

• Supervise and provide direction/communications to the Shop staff, ranging from 20 to 50 employees, with a strong emphasis on ensuring that the appropriate staff is available to service our fluctuating business needs including the additional summer staffing needs
• Organize the hiring and orientation of staff. Provide support in preparation for weekly payroll. Conduct in-store training and, with an added emphasis on ergonomics and safety for all work functions
• Lead effective operations and communications for the entire department, including store & staff appearance, proper cash handling procedures, customer service, cleanliness, compliance with all safety and operating standards, merchandising and production of waffle cones, novelties, and baked goods.
• Ensure that all opening and closing procedures are followed and executed
• Accountable for all daily and weekly financial reporting requirements including daily sales and deposit reports, daily inventory logs, purchasing, paid out, vault balance, and monthly transfer logs as well as end of month inventory count and financial month closing process
• Oversee shop inventory, tracking store sales and inventory levels to ensure proper stock levels. Report financial progress of the store and generation of monthly profit/loss statements
• Accountable for maintaining the accuracy of daily cashing in and out of all registers and cashiers, sales to cash reconciliation, and daily sales summary reports for their shift
• Update and maintain shop marketing plan with an emphasis on marketing the store in the local community through innovative donations, catering, off premise opportunities, and special event programs
• Manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items. Maintain and track all invoices for reporting needs.
• Assist in the coordination and staffing of special events
• Participate in store planning and development meetings with the General Manager, Store Managers, and attending other company meetings and activities to keep informed about the objectives of the Brand.
• Work on special projects as assigned by the Retail Operations team. These may include but are not limited to spreadsheet tracking, presentations at staff meetings and staff memos.
• Participate in first aid and emergency response for Hospitality operations, with the ability to serve as the onsite manager for all emergency situations. Actively support company safety goals by ensuring consistent safe work behaviors.

WHAT YOU NEED TO SUCCEED:

• Highly professional, patient, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service
• 6+ years’ experience in hospitality industry or customer service, with additional experience supervising staff in a retail or food service environment
• Flexible work hours including nights, weekends, and holidays
• Experience in high volume, fast paced retail environment
• Proven ability to lead people through motivation, development, and inspiration
• Strong accounting/finance experience and understanding
• Excellent communication, interpersonal and decision-making skills
• Experience in handle customer complaints and providing effective guest service recovery
• Strong follow-through, organization, and time management skills
• Strong project management skills and problem-solving ability
• Ability to handle stressful situations calmly and react in emergency situations
• Self-motivated, autonomous, proactive, and responsive disposition to anticipate and fulfill customer and staff needs.
• Computer proficiency, esp. Excel, Word, Outlook, Sales Force.
• Valid driver’s license
• Physical aspects of the job include oversize merchandise handling, bulk containers of ice cream, supply orders, general cleaning and maintenance and standing for long periods of time.

Pay: The pay range for this position is $49,500 to $74,300 . Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus: This position is bonus eligible.

Long-Term Incentive (LTI): This position is LTI eligible.

Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

What We Can Offer You

Meet the Women of Customer Development | Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach | Life at Unilever | Careers with Purpose | World Class Career Development Programs | Check Out Our Space | Focus On Sustainability

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Unilever is an organization committed to diversity and inclusion to drive our business results and create a better future every day for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other characteristic protected by local, state, or federal law and will not be discriminated against on the basis of disability.

For more information about your Federal rights, please see Know Your Rights: Workplace Discrimination is Illegal and Pay Transparency Non discrimination Provision.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us [e-mail]. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.