Retail Manager, Hercules (Fixed Term Contract - 12 months)

Job Summary

Disney Theatrical Group is seeking a sales driven, detail-oriented people leader to be successful in the role of Retail Manager within our Merchandise Department based at our Merch Retail shops in theatres at the West End London and UK Tour Productions.

The Retail Manager leads the management of the day-to-day operations of the business, ensuring that every Guest has the best Disney experience possible. This is done through consistent exceptional Guest service, development and management of the sales team, maintenance of visual standards, and compliance with established policies and procedures. Serves as Leader on Duty shifts, maintaining consistency in management approach and driving sales, standards and service to meet requirements. Leads the management team through development and implementation of new ideas to drive revenue and profit, effective and timely communication, analysis of performance and sales trend. Supports business and employees through organisation and creativity. Works with external partners to establish relationships, solve issues and bolster reputation.

This role will report into our Senior Manager - Retail, Sales, Operations and Licensing.

This role will have a direct report of multiple Assistant Managers and supervisors and up to 30 cast members.

The Opportunity & Responsibilities:
 

Sales Generation & Analysis

• Leads by example as duty manager along with other management team members in managing day-to-day sales floor and back-office operations. Actively leading on the sales floor, driving sales and service goals.
• Exceed weekly sales forecasts, per caps and Average Pound per transaction.
• Proactively analyze the sales by product, by location and by show to implement price changes, promotions and bundles.
• Partner with ticketing and marketing teams for opportunities to extend merchandise to the guest beyond the retail kiosks.
• Provide and coach high standards in customer service to create the ultimate Disney experience.
• Partners with the Senior Manager in the development of strategy and helps to translate into specific priorities, objectives and action plans.
• Understands and drives appropriate metrics to assess business performance – Net Sales, Per Cap, ADT, Forecast, Budget (sales and KPIs) and Controllable Expenses (checkbook, shrink and payroll)

Inventory & Visual Management

• Identifies and Implements Sales Floor visual changes to ensure that all product meetings Disney Standards.
• Trains and manages staff to maintain same level of visual standards at all times the store is open for business.
• Partner with the Retail Operations Manager to escalate all visual display and marketing signage that needs to be purchased and/or created.
• Incorporate new product into existing store displays.
• Ensure that store is fully stocked of all product that is currently active in the warehouse. Partner with Retail Operations Team to assist with any transfers and escalations of issues with goods coming from the warehouse.
• Communicate to corporate team any potential out of stock or overstock issues based on sales trends.

Team Building & Development

• Work both independently and as leader of the management team to drive results, set standards & manage staff, working towards the achievement of shared goals of the business.
• Strengthens others through consistent coaching and feedback while driving productivity and morale of the team. Sets and communicates sales goals. Holds self and others accountable to high performance standards and collates accurate sales information using tools provided.
• Supports Core Values of “People, Experience, Revenue and Brand”, through inspiring communication, integrity and passion.
• Considers impact of actions on individual, team and the organization.
• Partners with Retail Operations Manager to identify staffing vacancies and hiring needs. Will participate in final interviews of the candidates and designate those that will join the team.
• Escalate employee relations issues to either Retail Operations Manager and/or HR directly depending on case by case need.
• Identify training needs of staff and partner with Retail Operations Manager to scheduling and planning. 
• Builds & maintains a culture that demonstrates a commitment to equality, diversity and inclusion in all actions.
• Conduct and Manage bi-annual and annual performance discussions. Identifies, Implements and Manages Performance Plans of those employees not meeting expectations.
• Implement and Manage motivational activities and incentives to encourage staff to generate sales and foster team building.
• Development of Assistant Managers and Supervisors for future succession planning.

The Experience We Require From You:

• 3+ years in a sales leadership role
• Ability to lift boxes up to 65lbs daily on a consistent basis when working onsite at our retail stores during business hours.
• Knowledge of Microsoft Suite (Word, PowerPoint and Excel)
• Experienced hiring manager for both management level and part time employees
• Experience with visual displays
• Multi-Level Project Management with superior organization and communication skills
• Proven results in a fast pace environment with focus on delegation and prioritization
• Commitment to actively being part of and supporting a diverse and inclusive workplace. 
• Attends and participates in equity, diversity & inclusion, anti-harassment, and any other anti-bias training and workshops as required.    
• Models and supports the mission and values of The Walt Disney Company and Disney Theatrical Group by demonstrating inclusive behavior and maintaining a safe and professional working environment. 
• Must be able to work nights and weekends to align with performance schedules.

Preferred Qualifications

• Experience working with a Point of Sale System as well as Inventory Management & Reporting tool
• Experience in HR and people management processes and procedures.
• Experience in  cash handling and reconciliation
• Experience working with senior level and corporate team level partners
• Experience working with third party stakeholders to negotiate and manage results.
• Experience in a retail or entertainment environment a plus but not required.

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
• Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.