Manager - Customer Experience & Hospitality Focus

Weckerly's Ice Cream; Philadelphia (Philadelphia County); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player in the ice cream sector is seeking a Retail Manager to lead operations at their Philadelphia locations. This hands-on role is perfect for someone who thrives in a guest-facing environment and enjoys coaching a team. Responsibilities include overseeing daily shop operations, managing staff, ensuring health and safety compliance, and maintaining inventory. If you have a passion for service and a knack for leadership, this is a fantastic opportunity to join a creative and dynamic team that values fresh, local ingredients and customer satisfaction.

Qualifications

• Experience in a guest-facing role with a focus on customer service.
• Strong leadership skills to manage and develop a team.

Responsibilities

• Oversee daily operations and ensure a smooth running of the shop.
• Hire, train, and supervise team members while maintaining high standards.

Skills

Customer Service

Team Leadership

Communication

Problem Solving

Education

High School Diploma

Management Experience

Tools

POS Systems

Inventory Management Software

Job description

About Weckerly’s Ice Cream

At Weckerly’s Ice Cream, we’re passionate about creating products and experiences that make people feel good. We prioritize fresh, local ingredients because we believe they are inseparable from strong local economies, responsible environmental practices, and our commitment to delivering the best-tasting ice cream.

Handcrafted in Philadelphia, our ice cream is made with the finest ingredients, and we’re known for both our classic flavors and our inventive, seasonal offerings—including our beloved ice cream sandwiches. Over the years, we've introduced more than 300 flavors to our loyal customers.

We operate two scoop shops (Fishtown and King of Prussia), with a third location opening soon in Rittenhouse. Each shop offers 12 scooped flavors, pints, and sandwiches. We release new flavors regularly while keeping essentials like vanilla and chocolate on deck.

Retail Manager

We’re looking for someone who thrives in a guest-facing environment, takes pride in coaching a team, and leads by example—scooping ice cream, connecting with customers, and making sure every shift runs smoothly. This is a hands-on role that requires presence, consistency, and a love of service.

Key Responsibilities

Shop Operations & Leadership

• Oversee daily shop operations
• Communicate clearly between staff and ownership
• Foster a friendly, energetic, and productive environment

Staff Management

• Hire, train, schedule, and supervise team members
• Lead by example and hold team to a high standard
• Conduct evaluations and coach for performance

Health & Safety

• Ensure the shop is clean, organized, and health code compliant
• Complete and oversee daily/weekly maintenance and safety checklists

Inventory & Ordering

• Maintain accurate inventory of ice cream, toppings, and supplies
• Place timely orders with production and suppliers

Customer Relations

• Act as point person for guest experience and issue resolution
• Handle all in-the-moment challenges during shop hours

Technology & Systems

• Manage POS and third-party delivery platforms
• Keep pricing and product listings accurate and up to date

Collaboration & Reporting

• Work with the production team and ownership on menu mix, pricing, and new launches
• Maintain and improve shop SOPs and operational documents