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About the Role
The iCandy Experience Manager is responsible for daily venue operations, including guest experience, team leadership, and financial management. This role implements strategic planning, ensures flawless operational execution, and upholds venue standards for luxury and service excellence, collaborating with leadership across Jamestown and One Times Square.
Responsibilities
- Champion a culture of excellence, ensuring every guest interaction is personalized and meaningful.
- Deliver 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.
- Provide immediate responses to guest inquiries and concerns.
- Maintain all visual merchandising displays and presentations to the highest standards.
- Oversee day-to-day venue business ensuring all directives are executed with precision and excellence.
- Implement 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.
- Ensure 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.
- Manage risk, including identifying and mitigating potential operational risks and maintaining business continuity and stability (e.g., product spoilage and damage).
- 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.
- Manage labor, implement staffing schedules, and handle daily business reporting.
- Drive additional revenue through focus on guest relations, in-store experience execution, and in-store conversion.
- 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.
- 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.
Requirements
- 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.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- 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.
- Regular and reliable attendance is crucial.
- May occasionally be asked to work flexible schedules that align with the evolving needs of the attractions and affiliated businesses.
- Uphold company policies and procedures to ensure the safety, efficiency, and high-quality experience of operating the attraction and related ventures.
- 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.
Skills
- Strong leadership skills
- Strong organizational skills
- Strong communication skills
- Excellent financial acumen
- Experience managing budgets
- Experience managing revenue forecasts
- Experience managing cost controls
- Proficient in venue software platforms
- Proficient in POS Systems
- Proficient in Microsoft Office
- Proficient in CRM tools
- Multilingual skills are a plus
Location
- New York City
Work Type
- Full-time
Experience Level
- 5+ years of high volume store manager or senior operations management experience
Education Level
- Bachelor’s degree in Business Administration or similar field preferred
About the Company
- The iCandy NYC Experience is a vibrant, four-floor immersive attraction that invites guests to explore New York City through a playful, multi-sensory journey—where candy and culture collide.
- One Times Square is a 26-story building located at the intersection of 42nd Street, Seventh Avenue, and Broadway in the heart of Times Square.
- Jamestown is a design-focused, vertically integrated real estate investment manager and service provider with over 40 years of experience and a mission to create places that inspire.
- Jamestown has assets under management of $13.7 billion and a portfolio spanning key markets throughout the U.S., Latin America, and Europe.
- Jamestown employs more than 650 people worldwide with 12 global offices, including headquarters in Atlanta and Cologne.
Equal Opportunity
- At Jamestown LP, we are committed to fostering a workplace where all employees feel valued, supported, and empowered to succeed.
- We believe that a strong, dynamic team is built on a foundation of fairness, transparency, and opportunity for all.
- We are proud to be an Equal Opportunity Employer.
- We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic outlined by federal, state, or local laws.
- We are dedicated to attracting, developing, and retaining a workforce that reflects the diverse communities in which we operate.