Assistant Guest Experience & Operation Manager (Kilwins Premium Chocolates, Ice Cream & Confections)

Job Description

Job Description

Do you thrive in fast-paced environments, notice every detail, love leading people from the floor, and take pride in making a business feel polished, energetic, and exceptionally well run?

Kilwins (CMVentures, is 

seeking a hands-on, highly organized leader to help drive the daily guest experience, team accountability, operational consistency, and store energy of one of the most loved specialty retail environments in the area.

This is not a desk management role.

This is a visible leadership position for someone who enjoys being in motion, coaching teams in real time, maintaining standards, solving problems quickly, and helping create a store atmosphere that guests can feel the moment they walk through the door.

You will work side by side with store leadership to keep every part of the Kilwins experience moving beautifully from customer interactions and team performance to merchandising, cleanliness, quality control, and day-to-day operational flow.

What This Role Owns

As Assistant Experience & Operations Leader, you will serve as one of the primary daily leadership anchors of the store by helping lead:

• Outstanding customer interactions and guest recovery when needed
• Team coaching, redirection, accountability, and motivation on the sales floor
• Daily operational flow, including opening, closing, shift transitions, and pace management
• Cleanliness, organization, merchandising, and visual presentation standards
• Product quality oversight across chocolates, ice cream, caramel apples, fudge, and gift items
• Inventory awareness, production readiness, and restocking execution
• Training reinforcement and maintaining Kilwins brand standards
• Labor support, staffing coverage, and shift leadership as needed
• Immediate problem-solving to protect guest experience and store momentum

The Type of Leader Who Thrives Here

We are looking for someone who is:

• naturally high energy and quick-moving
• exceptionally organized and detail-conscious
• confident coaching others in the moment
• positive, engaging, and guest-focused
• comfortable holding standards without losing team morale
• adaptable and solution-driven
• hands-on and highly visible
• someone who notices what is off and fixes it immediately

This role is ideal for leaders coming from:

• specialty retail
• hospitality
• restaurant front-of-house
• boutique management
• customer experience businesses
• fast-paced team service environments

Transferable leadership backgrounds are strongly encouraged to apply.

Why This Position Matters

Kilwins succeeds when the guest experience feels seamless, warm, exciting, and consistently polished even during busy rushes.

That only happens when there is a strong leader on the floor who can:

• coach in the moment,
• keep the team moving,
• protect standards,
• solve issues quickly,
• and maintain the pace and positivity of the business.

This role is central to that success.

You are not simply assisting management.

You are helping lead the heartbeat of the store.

What We Offer

• Competitive pay based on experience
• Leadership growth opportunities
• Employee discounts
• Hands-on mentorship from senior store leadership
• A highly active role with visible daily impact

We’d Especially Love To Meet Someone Who:

• cannot stand disorganization,
• naturally steps in to lead,
• enjoys coaching and developing people,
• loves a beautifully maintained customer environment,
• and works well in fast-moving, high-interaction settings.

Apply today if you are ready to help lead a store where energy, standards, teamwork, and guest experience all matter.