Experience Manager - iCandy NYC

Jamestown Management Corporation•New York, NY

2d•$85,000 - $105,000•Onsite

About The Position

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. Visitors receive a themed container at entry and wind their way through creatively reimagined spaces that bring iconic NYC neighborhoods to life, including a candy-filled Central Park, the flavorful enclaves of the Neighborhood, inspired by Little Italy and Chinatown, and the gritty, whimsical depths of the Underground. Along the way, guests will collect up to two pounds of candy, uncover hidden stories, snap photos in fantastical settings, and engage with interactive elements that delight the senses. The final destination, The Candy Shop, is a dazzling retail space where guests can indulge in even more sweets and take home a taste of New York. This experience fuses nostalgic wonder, storytelling, and urban flavor—making it a must-visit destination for locals and tourists alike. 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. Originally built as the headquarters for the New York Times at the turn of the 20th century, the building is being reimagined as a modern-day destination for entertainment, technology, and art by Jamestown, known globally for Chelsea Market in New York, Ponce City Market in Atlanta, and Ghirardelli Square in San Francisco. The building has been the focal point for the iconic Times Square New Year’s Eve Ball Drop Celebration since 1907 and continues to play a central role in the world’s New Year’s Eve traditions. For more information, visit www.onetimessquare.com. 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. Since its founding in 1983, Jamestown has executed transactions exceeding $40 billion. As of September 30, 2024, 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. Current and previous projects include One Times Square and Chelsea Market in New York, Industry City in Brooklyn, Ponce City Market in Atlanta, Ghirardelli Square in San Francisco, the Innovation and Design Buildings in Boston and Lisbon, and Groot Handelsgebouw in Rotterdam. For more information, visit www.jamestownlp.com. 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.

Requirements

Bachelor’s degree in Business Administration or similar field preferred
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.
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.
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.
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.
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.

Nice To Haves

Multilingual skills are a plus.

Responsibilities

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
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)
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
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
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.