JOB SUMMARY

The iCandy Experience Manager is responsible for the daily venue operations, including guest experience, team leadership, and financial management. The Experience Manager will implement strategic planning, ensure the flawless execution of operations, and uphold the venue's standards for luxury and service excellence. This leader will also collaborate with leadership across Jamestown and One Times Square to ensure iCandy is the sweetest destination in New York City.

ESSENTIAL FUNCTIONS

Guest Experience and Hospitality Standards

• Champion a culture of excellence, ensuring every guest interaction is personalized and meaningful
• Delivers exceptional customer service and guest interaction on an everyday basis
• Implement store policies and procedures to drive high levels of guest satisfaction
• Motivate and inspire the entire team to service excellence through training and mentorship
• Build team relationships and lead toward executing common experience goals to achieve high levels of success
• Immediate responses to guest inquiries and any concerns that are communicated
• Maintain all visual merchandising displays and presentations to the highest standards

Business & Venue Management

• Oversee day-to-day venue business ensuring all directives are executed with precision and excellence.
• Implementation of policies and procedures facilitating the execution of a "Best Practices" environment and ensuring adherence to established guidelines
• Maintain operational readiness of facilities, including proper staffing, guest engagement, visual presentation, cleanliness, and safety.
• Ensure the venue is consistently in compliance with all local, state, and federal health and safety regulations
• Compliance and quality control through adherence with relevant regulations and industry standards, and maintaining high standards of quality of products and services in accordance with NYC Food Handling Requirements
• Risk Management, inclusive of Identifying and Mitigating Potential Operational Risks and Maintaining Business Continuity and Stability (i.e., Product Spoilage and Damage)

Leadership & Brand Vision

• Support strategic plans to establish iCandy as a top-tier attraction and retail business in NYC
• Drive brand standards and ensure all guest-facing experiences align with iCandy's positioning as a must-see attraction in NYC

Financial Performance & Business Management

• Responsible for labor management, implementing staffing schedules, and daily business reporting.
• Driving additional revenue through focus on guest relations, in-store experience execution, and in-store conversion at the store

Sales & Marketing Collaboration

• Work closely with the GM and Marketing team to elevate the iCandy brand through the in-store execution of excellent customer service and guest interaction.
• Support promotional campaigns, influencer activations, and media opportunities as directed.

People Leadership

• Hire, train, and develop a best-in-class guest experience team
• Foster a collaborative, inclusive, and positive work culture.
• Lead with integrity and inspire team members to achieve excellence in their roles.

MINIMUM QUALIFICATIONS

Education:

• Bachelor's degree in Business Administration or similar field preferred

Experience:

• Minimum 5+ years of high volume store manager or senior operations management experience in retail, hospitality, or venue management.
• Proven success managing high-volume retail or destination properties with premium guest service standards.

Skills & Abilities:

• Strong leadership, organizational, and communication skills.
• Excellent financial acumen and experience managing budgets, revenue forecasts, and cost controls.
• Proficient in venue software platforms, POS Systems, Microsoft Office, and CRM tools.
• Ability to work flexible hours, including evenings, weekends, and holidays.

Other:

• Multilingual skills are a plus.
• Must be able to stand and walk for extended periods and lift up to 50 lbs.
• Willingness to work 50+ hours per week as needed for events and venue needs.

JOB FUNCTIONS, KNOWLEDGE, SKILLS, and WORKING CONDITIONS

Regular and reliable attendance, in line with standard working hours, plays a crucial role in supporting the success of this position. Given the dynamic nature of the travel and tourism industry, team members may occasionally be asked to work flexible schedules that align with the evolving needs of the attractions and affiliated businesses.

All employees are expected to uphold company policies and procedures to ensure the safety, efficiency, and high-quality experience of operating the attraction and related ventures. This role involves physical activity, including walking through the attraction and standing for extended periods. Tasks may vary in duration and intensity each day and require the ability to operate the necessary equipment with care and dexterity.

Working Conditions

The candidate must be able to work in a fast-paced, dynamic environment. Responsibilities may require an adjusted work schedule, travel, and evening/weekend hours to meet deadlines or attend special events.