Tours Assistant Manager

Life tastes better with ice cream

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What truly sets us apart is how we work.

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

The Role:

The role of the Tours Experience Hospitality Assistant Manager is to assist in managing efficient factory tour 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 Tours Assistant Manager will also support and participate in all other areas of the Hospitality business, including the scoop and gift operations, to provide a seamless overall experience for our guests at the Waterbury Factory. The Tours Experience Hospitality Assistant Manager will report to the Tours Experience Hospitality Manager

What You're Responsible For:

• Assist in leading a team, ranging from 20 to 50 employees, with a strong emphasis on ensuring that the staff is equipped to service our fluctuating business needs.
• Lead 30-minute Factory Tours for groups of up to 35 people. Deliver articulate information and display confidence and comfort engaging guests in an engaging Factory Tour Experience.

• Assist the Department Manager in the hiring, onboarding and orientation of staff. Conduct staff training and aid in growing and developing team members.
• Manage and train staff on parking lot operations and flow, including directing traffic of both cars and buses/RV’s in our parking lots.

• Maintain effective operations and communications for the department, including customer service, facility & staff appearance, proper cash handling procedures, cleanliness, compliance with all safety and operating standards, and food service and general manufacturing protocols (GMP).

• Ensure that all opening and closing procedures are followed and executed.

• Support weekly financial reporting requirements established by the Department Manager, to include daily sales and deposit reports, purchasing, paid out, vault balance, and monthly transfer logs as well as end of month inventory count and financial month closing process. Provide support in preparation for weekly payroll.

• Assist the Department Manager with overseeing shop inventory, tour sales and inventory levels to ensure proper stock levels. Track and report financial progress of trends and daily 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 their shift.

• Collaborate with the Department Manager and the Marketing Coordinator in the implementation of the tour-marketing plan with an emphasis on marketing the tour experience in the local community through innovative donations, and special event programs.

• Manage the inventory ordering process which includes ordering, receiving, storage, and logging of all inventory items. Ensure all invoices are checked and discrepancies brought to the Department Manager’s attention.

• Assist in the coordination and staffing of special events.

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

We're Looking For Someone Who:

• 3+ years’ experience supervising staff in a hospitality, retail or food service environment
• Highly professional, patient, energetic, team-oriented individual with a positive “can –do” attitude and a strong commitment to outstanding customer service
• Excellent communication, interpersonal and customer service skills
• Comfortable with public speaking, talking to large groups, and able to engage in a personable and professional manner
• Invested in growing and developing strong team members.

• Experience in high volume, fast-paced retail environment

• Strong organization, follow-through, and time management skills
• Strong understanding of accounting and finances

• Efficient initiative and detailed focus

• Strong project management skills and problem-solving ability

• Experience in handling customer complaints and providing recovery

• Flexibility, patience, and sense of humor, friendly, outgoing, and self-motivated team player

• Ability to handle stressful situations calmly and quickly

• Autonomous, proactive and responsive disposition to anticipate and fulfill customer needs

• Valid driver’s license

• Physical aspects of the job include oversize merchandise handling, bulk containers of ice cream, supply orders, general cleaning and maintenance and standing and climbing stairs for long periods of time, including outside in the parking lots.

• Work hours include nights, weekends, and holidays.

WHAT YOU'LL GET:
Alongside meaningful work and strong development, we offer a reward package that typically includes:

• Market-competitive pay and performance related rewards
• Flexible ways of working
• Support for health, wellbeing and life outside of work
• Time off to rest and recharge
• Ongoing learning and development opportunities
• Medical, dental and (where applicable) vision coverage
• Health and wellbeing support, including employee assistance programs and wellness initiatives
• Health-related savings and spending accounts
• Retirement savings programs with a competitive matching plan (where applicable)
• Additional employee perks (e.g., corporate discounts, commuter or learning support)
• Benefits vary by country and are subject to plan terms and eligibility.

Pay : The pay range for this position is $48,100 to $72,100. The Magnum Ice Cream Company (TMICC) takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.
Benefits : TMICC employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverage for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Why join us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact

• Free to move fast, experiment and challenge how things are done

• Continuous learning and development as the business grows

• Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

Ready to build the future of Ice Cream?

If this sounds like the place where you'd thrive, we'd love to hear from you. Apply online and share your CV. We'll review your application and be in touch with the next steps.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact usat View email address on aiapply.co . 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. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.

Additional information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.

Disclaimer
Equal Opportunity Employer: The Magnum Ice Cream Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.