The Assistant Store Manager represents the Disney brand, alongside the Store Manager leading the cast in engaging Guests in magical experiences throughout the Store. They set consistently high standards and they teach, coach and support the team to provide exceptional Guest Service. They are a mentor and a role model for Cast Members and create a high energy work environment, to drive the company’s initiatives and to achieve its goals. They are responsible for supporting the store manager and in the Store Manager’s absence driving the store’s performance to achieve exceptional results through motivation, effective scheduling and controlling costs. 

Primary Responsibilities: 

Show 

•    Accountable for company Visual Merchandising standards, to ensure the presentation of Stage, Backstage and Window Displays is outstanding 

•    Analyses and monitors sales results to determine action plans to drive sales based on smart product placement 

•    Manages, and prioritises Visual Merchandising activity adhering to guidelines provided including delivery, markdowns, POS placement, recovery and replenishment, and stage moves 

•    Coaches Cast Members to ensure Disney Visual Merchandising standards are constantly achieved 
•    Provides Feedback and recommendations through coaching of the team. 

Sales 

•    Makes sound business decisions which balance competing priorities, always in the context of creating the most magical experience for guests 

•    Implements strategies to drive positive results in key performance indicators including sales, conversion, AGS, UPT, and Magic Touch and able to explain these KPIs to cast members 

•    Assists Store Manager to devise ways to drive Cast Members to achieve KPIs, such as Talk-Ups, with competitions and activities 

•    Manages own time effectively to achieve sales results and able to help others prioritise 

•    Able to stage manage, lead, and coach Cast Members to provide great Guest Service and prioritise tasks to achieve sales results 

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  

•    Plans, manages and monitors effectiveness of scripted and non-scripted events for Guests in both one-on-one and group settings 

•    Evaluates Service performance through observation and using resources such as the Magic Touch (Mystery Shop) to identify action plans to drive performance with the Store Manager 

Contribution 

•    Assists Store Manager 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)  

•    Assists Store Manager with the recruitment, development, discipline and performance of the team 

•    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  

•    Leads delivery process ensuring it is completed in a fast and accurate manner following all guidelines and achieving process goals.  

•    Achieves shrinkage results and coaches and trains team to ensure 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  

Relevant Experience/Requirements 

•    Passionate and knowledgeable about Disney and sharing facts and stories 
•    Able to manage a team to provide outstanding customer service to guests of all ages 
•    Warm, approachable and able to communicate well with Guests and team 
•    Able to manage recruitment, development, discipline and performance of a team 
•    Able to drive a team to achieve results 
•    Retail management experience preferred 
•    Business acumen (an understanding of what impacts commercial results in retail) 
•    Excellent organisation and prioritisation skills 
•    Able to entertain Guests of all ages, especially children 
•    Highly Professional appearance 
•    Attention to detail and accurate with administration  
•    Demonstrates numerical ability