Job Requirements

About the Role & Team

The Supervisor supports merchandise operations for Disney Theatrical Group live booked event productions in a single venue, working under the direction of the Retail Manager and Assistant Retail Manager. This role plays a key part in driving revenue, delivering exceptional guest experiences, and maintaining operational excellence.

The Supervisor supports the Retail Manager and Assistant Retail Manager in leading Merchandise Cast Members, driving sales, team leadership, inventory and financial controls, and ensuring merchandise locations consistently reflect Disney's high standards for service and presentation.

This role supports teams in dynamic, guest-facing, complex, and operationally demanding entertainment settings. The successful candidate will be comfortable working across diverse locations, supporting teams through changing priorities, helping manage remote stock operations, and responding effectively to high-volume guest interactions.

Working closely with the Retail Manager and Assistant Retail Manager, cast members, leadership, venue partners, and corporate partners, this role helps support sales strategies, drive business performance, and contributes to the identification of opportunities to improve profitability and efficiency.

The role requires strong organisational skills, operational expertise, merchandising knowledge, resilience, adaptability, and a passion for creating magical guest experiences.

This is a fixed-term position, expected to run for approximately nine months from approximately December 2026.



This is a full-time role predominantly based at the London venue during show days and performance times, with occasional time spent in the office. Flexibility to work mornings, matinees, evenings, weekends and holidays in line with the production schedule will be important.

Key Responsibilities

Sales & Guest Service

• Support daily souvenir merchandise operations and sales generation, including show-shift leadership, Team performance, guest service, and sales results.
• Communicate and monitor sales goals and performance expectations of cast members.
• Contribute to revenue growth driving and supporting cast member service, product knowledge, and sales initiatives.
• Maintain a visible leadership presence on the sales floor, actively sell and work a register as needed, and be the example of excellence to the cast members and guests.
• Ensure guests receive exceptional service that reflects Disney's commitment to quality and hospitality.
• Coach and develop cast members on guest engagement and selling techniques.
• Resolve guest issues and concerns related to merchandise, escalating complex concerns and service recovery situations to the Retail Manager and Assistant Manager as needed.
• Demonstrate sound decision-making during high-pressure guest-facing situations knowing when to escalate.
• Adapt guest service approaches to meet the needs of diverse audiences, venue types, and entertainment environments.
• Execute sales processes related to online purchasing and ecommerce as needed.
• Monitor sales trends and recommend actions to the Retail Manager to improve business performance.

Visual Merchandising

• Assist the Retail Manager and Assistant Manager in maintaining visually compelling merchandise displays and sales locations.
• Ensure all displays align with Disney visual merchandising standards and brand guidelines.
• Execute new product launches and promotional programmes.
• Maintain the appearance, functionality, and organisation of kiosks, fixtures, and selling locations.
• Recommend merchandising solutions that maximise sales and profitability.

Inventory & Operations

• Support daily inventory management and replenishment monitoring.
• Participate in inventory audits and help implement controls to reduce shrinkage and product loss.
• Support merchandise deliveries, stock replenishment, and storage organisation.
• Comply with processes to maintain accurate inventory, payroll, and sales reporting through point-of-sale and business systems.
• Ensure compliance with payment method procedures, reconciliations, and financial controls.
• Support efficient use of resources and help monitor operational expenses.
• Support merchandise operations across a variety of live entertainment and experiential environments within a specific venue.
• Support with complex operational requirements including remote stockrooms, temporary storage locations, multiple sales points, and venue-specific operating procedures.
• Support the Retail Manager and Assistant Manager with the complete retail operation before, during, and after performances or events, ensuring teams, inventory, and sales locations are prepared and operational.
• Help lead teams through venue-specific performance periods.
• Support contingency planning and respond effectively to changing operational conditions, guest volumes, venue restrictions, and unexpected business challenges.
• Help maintain operational excellence in environments where retail teams may work independently or with limited direct support.
• Maintain daily relationships with venue management, front-of-house operations, security teams, production management, performers, and other stakeholders.

Team Leadership & Development

• Assist onboarding, training, coaching, and developing merchandise team members.
• Provide day-to-day support, and guidance to Cast Members, ensuring consistent execution of operational standards.
• Support performance reviews and provide ongoing feedback under the direction of the Retail Manager and Assistant Manager.
• Help foster a positive, inclusive, and collaborative work environment.
• Contribute to team engagement through recognition, communication, and professional development opportunities.
• Ensure cast members understand scheduling expectations, policies, safety requirements, and operational procedures.
• Support the Retail Manager and Assistant Manager in applying People & Culture policies in line with Disney policy.
• Support teams through challenging operating conditions with confidence, professionalism, and sound judgement escalating to Senior Management as required.
• Support a culture of resilience, accountability, adaptability, and continuous improvement.
• Role Model complex guest interactions, conflict resolution, and service recovery to Cast Members.
• Help maintain team engagement and performance during high guest volume, operational pressure, or changing business priorities.
• Maintain strong working relationships with cast members, performers, and entertainment personnel, recognising the unique requirements of live entertainment environments.
• To Lead Show Management in the absence of the Retail Manager and Assistant Manager or when Scheduled as the Shift Lead.

Communication & Business Reporting

• Support communication of business results, operational updates, and key performance metrics to Cast Members.
• Support strong partnerships with venue management, production teams, and corporate business partners.
• Escalate operational, inventory, or guest service issues to the Retail Manager and Assistant Manager and help drive timely resolution.
• Support continuous improvement initiatives by suggesting opportunities to enhance sales performance, operational efficiency, and the overall guest experience.

Required Qualifications

• Retail management, supervisory, or retail operations experience, ideally in a fast-paced, guest-focused environment.
• Experience supporting, coaching, and developing sales teams.
• Experience with inventory control, payment methods, POS systems, reporting tools, and operational processes.
• Demonstrated ability to contribute to sales, guest service standards, and operational controls.
• Strong organisational, communication, interpersonal skills.
• Ability to work collaboratively, supporting multiple priorities.
• Strong conflict resolution, guest recovery, and stakeholder relationship skills.
• Experience using Microsoft Outlook, Excel, and Word.
• Flexible schedule, including mornings, matinees, evenings, weekends, and holidays as required.
• Ability to lift up to 50 pounds when needed.
• Demonstrates Disney values, professionalism, and a guest-focused approach.

Preferred Qualifications

• Visual merchandising experience preferred.
• Experience within live entertainment, touring productions, festivals, attractions, sports venues, arenas, cruise lines, hospitality, experiential events, or similar high-volume guest-facing environments.
• Experience working across multiple locations or remote environments.
• Experience supporting teams in operationally complex or non-traditional retail settings.
• Understanding how commercial, operational, and guest experience priorities interact within a live entertainment environment.
• Strong analytical, and problem-solving skills.
• Experience supporting training, and performance management.
• Prior experience in a supervisory retail role.

This position is with The Walt Disney Company Limited, which is part of a business we call The Walt Disney Company (EMEA).

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The Walt Disney Company Limited 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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