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Hospitality Experience Operations Manager

Job ID:
Customer Development
Waterbury, VT
Date posted:

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 internationallyProduct mission: to make and distribute the finest quality all natural and super premium ice-cream and euphoric concoctionsEconomic mission: to operate the Company on a sustainable financial basis of profitable growth


Oversee and lead overall hospitality operations, including Tours, Gift Shop and Scoop Shop experiences. Produce excellent hospitality experiences managing sales growth, appearance, guest experience and compliance with safety and operating standards. Drive consumer loyalty and staff retention by managing a fun, safe, professional, and high energy environment, while also embodying and empowering our 3-part mission.

  • Supervise Tours, Gift Shop and Scoop Shop Managers, Assistant Managers and Hospitality Hosts, participating in 1:1 conversations, growth & development, and corporate performance plans.

  • Provide leadership amongst all Hospitality staff, including 50-100 part-time employees. Oversee and ensure the hiring and orientation of all hospitality staff, assisting the Experience Managers with the onboarding process.

  • Provide effective and ongoing coaching and feedback to direct reports and all working Hospitality staff.

  • Work with Hospitality General Manager to prepare and oversee departmental budget and finance reporting, including the generation of profit/loss statements for forecasting purposes.

  • Work with Hospitality General Manager, Experience Managers and Admin & Marketing to plan and implement store marketing plan with an emphasis on marketing the store to drive top line sales & increase brand awareness.

  • Proactively identify and resolve problems from customers and staff members that effect all Hospitality operations.

  • Work closely with corporate retail operations on new products and messaging that can enhance the Hospitality experience on site.

  • Oversee the scheduling of all hospitality staff, providing advanced notice and communication to safely staff all operations.

  • Work with Experience Managers to develop and implement training and orientation for all employees with a strong emphasis on providing excellent customer service experiences.

  • Oversee the daily financials for all Hospitality operations including cash management, bank procedures, ordering, inventory, register accuracy, preparation of sales and inventory reports and analyses to enhance business operations.

  • 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 each department.

  • Participate in store planning and development meetings with the General Manager, Experience 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. 


  • Bachelor’s degree in Business Management preferred or equivalent combination of education and experience

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

  • 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

  • Experience in handle customer complaints and providing recovery

  • Strong project management skills and problem-solving ability

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

  • Ability to handle stressful situations calmly and react in emergency situations

  • 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

Our people profile:

To support out 3-part mission, Ben & Jerry’s also has an outspoken people-mission. We look for people with these characteristics to strengthen our team:

  • Purpose-driven: passion and drive to make a real impact with through our Social Mission

  • Empathy: curious to collaborate with a variety of personalities and styles and to build excellent relationships with internal & external stakeholders – this includes cross-functional relationships and striving for collaborative success

  • Mastery: continuously learn and develop to remain an expert in your functional area

  • Autonomy: dare to make choices and take ownership

  • Activism: interested in bringing about political or social connectivity


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, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics by federal, state, or local law. For more information, please seeEqual Employment Opportunity Posters

Equal Opportunity/Affirmative Action Employer Minorities/Females/Protected Veterans/Persons with Disabilities

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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  • Customer Development, Waterbury, Vermont, United StatesRemove

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