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Scoop Shop Experience Hospitality Manager

Job ID: R-15940 Category: Customer Development Location: Waterbury, VT Date posted: 06/02/2021
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Scoop Shop Experience Hospitality Manager

Background & Purpose of the Job

The role of the Scoop Shop Experience Hospitality Manager is to lead efficient Scoop 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 Scoop Shop Manager will also support and participate in all other areas of the Hospitality business, including the gift and tour operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Scoop 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


  • 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

What We Can Offer You

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


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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