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 Tours Assistant Manager is a highly visible, guest-facing leadership role at the Ben & Jerry's Waterbury Factory. You'll help create memorable experiences for thousands of visitors each year by bringing energy, enthusiasm, and exceptional customer service to every interaction.

In this role, you'll support the day-to-day operations of our Factory Tours while helping lead a fun, safe, and engaging environment for both guests and team members. You'll have the opportunity to develop leadership skills, coach and support team members, and gain exposure to multiple areas of the Hospitality business, including Tours, Scoop Shop, and Gift Shop operations.

This is an excellent opportunity for someone looking to grow their career in hospitality, tourism, retail, or customer experience leadership. We invest significantly in training, coaching, and development to help our team members succeed and build long-term career skills. The Tours Experience Hospitality Assistant Manager reports to the Tours Experience Hospitality Manager.

What You'll Be Responsible For:

• Creating exceptional guest experiences by leading engaging Factory Tours and serving as a passionate ambassador for the Ben & Jerry's brand.
• Supporting, coaching, and developing a team of 20-50 employees to deliver outstanding service in a fast-paced environment.
• Assisting with hiring, onboarding, training, and performance development of team members.
• Helping oversee daily Hospitality operations, including Tours, Scoop Shop, Gift Shop, guest flow, safety, cleanliness, and cash handling.
• Supporting inventory management, operational reporting, and financial processes to help ensure smooth and efficient operations.
• Collaborating with leaders across the business to support special events, community engagement efforts, and initiatives that enhance the visitor experience.
• Building a positive, welcoming workplace culture that reflects Ben & Jerry's values and 3-Part Mission.
• Contributing to special projects and continuous improvement efforts that help make the Waterbury Factory experience even better for guests and team members.
• Leading engaging 30 minute Factory Tours for groups of up to 30 people.
• Help manage traffic flow and parking operations.

We're Looking For Someone Who:

• Is comfortable with public speaking and engagement.
• Has experience in hospitality, tourism, retail, food service, or another customer-facing environment and enjoys working with people.
• Brings strong communication, customer service, organizational, and problem-solving skills.
• Is comfortable engaging with groups and speaking in front of guests, or is excited to develop those skills through training and experience.
• Has experience leading, coaching, mentoring, or supporting team members.
• Takes initiative, stays organized, and thrives in a fast-paced and dynamic environment.
• Handles challenges with positivity, flexibility, and a sense of humor.
• Enjoys creating memorable experiences and finding ways to exceed guest expectations.
• Is eager to learn, grow, and develop leadership skills through hands-on training and coaching.
• Can work a flexible schedule, including nights, weekends, and holidays.
• Holds a valid driver's license and can perform the physical requirements of the role.
• Can work a flexible schedule

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
• Hands-on training, mentorship, and leadership development
• 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 us at [email protected]. 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.