Job Requirements

This is a permanent position of employment, and the required hours are at least 39 hours per week.

About the Role & Team

This is an exciting opportunity to support our store in London (Oxford Street). The Lead Cast Member will play a key role in bringing Disney magic to Guests. The Lead Cast Member is part of the management team. They support the store management team to drive the store’s performance. This role will represent the Disney brand, and engage Guests in magical experiences throughout the Store. Their standards are consistently high, and they set the example for exceptional Guest Service. They are a mentor and a role model for Cast Members, and they support the store managers to create a high energy work environment, to drive the company’s initiatives and to achieve its goals. They are focused on creating unique and memorable experiences at every interaction while maintaining the integrity of the Disney brand and adhering to grooming guidelines.

What You Will Do 

Sales 

• Drives positive results in key performance indicators including sales, conversion, AGS, UPT, and Magic Touch and able to explain these KPIs to cast members 
• Drives Cast Members to achieve KPIs, such as GoWiths, through games and activities 
• Sets priorities and manages time effectively and efficiently  
• Able to stage manage, lead, and coach Cast Members to provide great Guest Service and prioritise tasks to achieve sales results 
• Takes responsibility for company Visual Merchandising standards, to ensure the presentation of Stage, Backstage and Window Displays is outstanding 
• Leads and monitors Cast execution of Visual Merchandising standards using guidelines provided in delivery, markdowns, recovery and replenishment, and Stage moves, including checking correct POS 
• Teaches and guides Cast Members to ensure Disney Visual Merchandising standards are constantly achieved 

Service 

• Represents the Disney Brand, leading by example to provide Guests with Magical Experiences  
• Mentors, trains and coaches Cast Members to develop their ability to provide Magical Service  
• Actively approaches guests in a warm and friendly manner, listens and asks questions to identify and meet Guests’ needs 
• Coaches Cast Members to identify opportunities to surprise and delight Guests of all ages using Disney product knowledge and Storytelling  
• Keeps up to date with Disney Knowledge through use of store tools and resources, encourages team to do the same, and builds team knowledge through effective training  
• Tailors approach to each Guest, and learns quickly when facing new requests or challenges. Uses information to find solutions remembering the Most Important Policy and to always put the Guest first  
• Plan, manage and monitor effectiveness of scripted and non-scripted events for Guests in both one-on-one and group settings 
• Drives the performance of the team to achieve and improve Magic Touch (Mystery Shop) results 

Contribution 

• Assists Store Management team to ensure store’s total compliance to Disney Policies, Store Operating Procedures and local employment law (including Health and Safety Procedures, Loss Prevention, and cash handling)  
• Ensures integrity of the brand by monitoring and maintaining Disney Store grooming guidelines and standards of behaviour   
• Champions Disney sponsored events that integrate the Disney brand into the local community (Volunt’EARs) initiatives that give back and have a positive impact  
• Processes delivery in a fast and accurate manner following all guidelines and achieving process goals.  
• Achieves shrinkage results and ensures accuracy when completing Stock Inventory Counts and tasks. 
• Responsible for implementing a consistently high standard of Administration 
• Able to assume key holder responsibilities observing Disney policies and procedures   
• In certain stores, it may be a requirement to be first aid trained, to comply with regulations  

Required Qualifications & Skills

• Passionate and knowledgeable about Disney and sharing facts and stories 
• Enthusiastic about providing customer service to guests of all ages 
• Warm, approachable and able to communicate well with Guests and team 
• Able to work well within a management team to achieve results (experience of responsible role within a management team desirable) 
• Retail management or supervisor experience preferred 
• Basic business acumen (a basic understanding of what impacts commercial results in retail) 
• Excellent organisation and prioritisation skills 
• Experience of training or guiding other team members  
• Able to entertain Guests of all ages, especially children 
• Highly Professional appearance  
• Attention to detail and accurate with administration 

The Perks

• Complimentary admission to eligible Disney Theme Parks, giving you the opportunity to experience the magic we create and make memories of your own. Admission is subject to availability, capacity restrictions, applicable rules, block-out dates, and eligibility requirements.
• Disney Discounts: you are entitled to discounts on designated Disney products
• Life assurance at three times your annual salary (up to the current government earnings cap), 3 months service is required before eligibility.
• Company pension scheme.
• Field Incentive Plan (details held by TDS Finance – paid on a quarterly basis to those who have passed probation/have no active disciplinary)
• Private Medical Cover

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 with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

This position is with The Disney Store (UK) Ltd, which is part of a business we call Disney Store.

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The Disney Store (UK) Ltd is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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