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Guest Experience Manager, Gift Shop

Job ID:
Customer Development
Waterbury, VT
Date posted:
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Ben & Jerry’s

Ben & Jerry's Homemade Inc., started in 1978 in a renovated gas station in Burlington, Vermont, USA, founded by childhood friends and dedicated activists Ben Cohen and Jerry Greenfield. In 2000 Ben & Jerry’s became a wholly-owned subsidiary of Unilever while maintaining an independent Board of Directors to provide leadership focused on preserving and expanding Ben & Jerry's social mission, brand integrity, and product quality. Nowadays our products are distributed in 35 countries in supermarkets, grocery stores, convenience stores, franchise Ben & Jerry’s Scoop Shops and other venues.

At Ben & Jerry’s we have an inspiring ambition. We aim to pioneer our ‘linked prosperity business model’ to advance the global movement for social and economic justice while growing our sales to one billion € by 2020. This translates into a high-paced growth environment where we bring our grassroots and activist spirit every day. That is how we remain a true values-led organization with a connected 3-part mission, which you will find reflected in your goals and aspirations:

Social mission:to initiate innovative ways to improve the quality of life locally, nationally and internationally

Product mission:to make and distribute the finest quality all natural and super premium ice-cream and euphoric concoctions

Economic mission:to operate the Company on a sustainable financial basis of profitable growth

Background & Purpose of the Job

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.

Who You Are & What You’ll Do

Essential Functions & 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’ll Need To Succeed

  • 6+ years’ experience supervising staff in a retail or food service environment

  • Experience in high volume, fast paced retail environment

  • Strong accounting/finance skills

  • Excellent communication, interpersonal and customer service skills

  • Strong organization, follow-through, and time management skills

  • Efficient initiative and a detailed focus on the “big picture”

  • Strong project management skills and problem-solving ability

  • Experience in handle customer complaints and providing recovery

  • Ability to handle stressful situations calmly and quickly

  • Highly professional, patient, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service

  • Self-motivated, autonomous, proactive, and responsive disposition to anticipate and fulfill customer and staff needs

Additional Information

  • 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

  • Flexible work hours including nights, weekends, and holidays

Pay: The pay range for this position is $47,400 to $71,000. 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

Culture for Growth | Top Notch Employee Health & Well Being Benefits | Every Voice Matters | Global Reach | Unilever: Life | LinkedIn | Strategy | Unilever | Why work for Unilever | Careers at UnileverUnilever Global Website | Check Out Our Space


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, or protected veteran status and will not be discriminated against on the basis of disability.  For more information, please seeEqual Employment Opportunity Posters

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 at 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.

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