Guest Experience Shift Leader (Kilwins Premium Chocolates, Ice Cream and Confections)

Job Description

Job Description

Do you naturally step in, take ownership, keep people moving, and notice the details others miss?

Kilwins is looking for a high-energy, dependable, hands-on team leader to help drive shift execution, guest experience, team accountability, and store standards inside one of the most exciting specialty retail environments in the area.

This is not simply a cashier role with keys.

This is a leadership position for someone who enjoys staying in motion, helping , being organized, and upbeat.

You will serve as one of the visible shift leaders on the floor, helping to ensure Kilwins standards are upheld by both guests and employees every day.

What This Role Owns

As Guest Experience Shift Leader, you will help lead:

• exceptional guest greetings, engagement, and service recovery
• shift pace, task flow, and team urgency
• product presentation, stock levels, and cleanliness standards
• coaching peers on customer interaction and sales behaviors
• opening and closing routines
• register accuracy and daily shift organization
• merchandising upkeep and visual appeal
• quick problem-solving during rush periods
• support for chocolates, ice cream, fudge, caramel apples, and gift sales

The Type of Shift Leader Who Thrives Here

We are looking for someone who is:

• dependable and consistently on time
• naturally energetic and quick on their feet
• confident speaking up and directing peers
• guest-friendly and service-minded
• organized and highly aware of details
• calm under pressure
• motivated by high standards
• someone who takes initiative without waiting to be asked

Leadership experience is helpful, but candidates who naturally take ownership, lead by example, and thrive in busy customer-facing environments are strongly encouraged to apply.

Backgrounds in retail, hospitality, food service, customer service, or other fast-paced team environments are welcomed.

Why This Position Matters

A Kilwins shift feels different when the right lead is on duty.

The store stays cleaner.

The team moves faster.

Guests feel welcomed.

Sales opportunities are not missed.

Standards stay high.

This role helps create that difference.

You are helping set the tone of the day.

What We Offer

• Competitive hourly pay
• Leadership growth opportunities
• Employee discounts
• Mentorship into higher store leadership roles
• A fast-moving role with daily visible impact

We’d Especially Love to Meet Someone Who:

• notices what needs to be done before being told,
• enjoys helping others stay on task,
• loves organized environments,
• works well with people,
• and takes pride in a beautifully run shift.

Apply today if you are ready to lead from the floor and help create a guest experience people remember.