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About the Role & Team

Disney Theatrical Group is looking for an experienced Assistant Retail Manager to help lead merchandise operations for one of our London-based live entertainment productions.

This is an exciting opportunity to combine retail leadership, operational expertise and a passion for creating exceptional guest experiences in the unique environment of live entertainment.

Reporting to and working closely with the Retail Manager, you’ll help oversee the day-to-day merchandise operation within the venue, supporting Supervisors and Merchandise Cast Members to drive sales, maintain high operational standards and ensure our merchandise locations consistently reflect Disney’s commitment to quality and service.

You’ll play an important role in bringing our retail operation to life, from supporting sales and visual merchandising to managing stock, coaching Cast Members and responding to the changing demands of a busy performance environment. You’ll be a visible, hands-on leader, comfortable working at pace and supporting teams through high guest volumes and changing priorities.

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

You’ll join a team grounded in our Disney values, acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.

What You Will Do

Sales & Guest Service

• Support the day-to-day merchandise operation and sales performance during show shifts, helping to set clear goals and supporting the team to deliver strong commercial results.
• Contribute to revenue growth through exceptional service, strong product knowledge and sales initiatives, monitoring trends and recommending opportunities to improve performance.
• Maintain a visible, hands-on leadership presence on the sales floor, leading by example and stepping in to sell or operate a register when required.
• Champion an exceptional and inclusive guest experience, coaching Cast Members on guest engagement and selling techniques while adapting service to meet the needs of diverse audiences.
• Resolve guest concerns confidently and professionally, escalating more complex concerns and service recovery situations to the Retail Manager where appropriate.
• Support online purchasing and ecommerce sales processes where required.

Visual Merchandising

• Support the Retail Manager in creating and maintaining visually engaging merchandise displays and sales locations that reflect Disney’s visual merchandising and brand standards.
• Support new product launches and promotional activity, ensuring kiosks, fixtures and selling locations are well organised, functional and presented to a high standard.
• Identify and recommend merchandising opportunities that enhance the guest experience while helping to maximise sales and profitability.

Inventory & Operations

• Support inventory and stock operations, including stock levels, deliveries, replenishment, audits, storage and controls designed to minimise shrinkage and product loss.
• Help maintain accurate inventory, payroll and sales reporting, while ensuring payment procedures, reconciliations and financial controls are followed.
• Support the complete retail operation before, during and after performances and events, ensuring teams, inventory and sales locations are prepared and operational.
• Help manage the complexities of a live entertainment retail environment, including remote stockrooms, temporary storage, multiple sales points and venue-specific procedures.
• Support teams through changing operational conditions, guest volumes, venue restrictions and unexpected challenges, contributing to contingency planning and maintaining high operational standards.
• Build effective relationships with venue management, front-of-house teams, security, production management, performers and other stakeholders to help deliver a seamless guest experience.
• Support the Retail Manager in balancing commercial priorities with operational and show requirements, ensuring retail activity complements and enhances the overall guest experience.

Team Leadership & Development

• Support the recruitment, onboarding, training, coaching and development of Merchandise Cast Members, providing day-to-day leadership and guidance to Supervisors.
• Help create a positive, inclusive and collaborative environment where team members feel supported, recognised and able to perform at their best.
• Contribute to performance reviews and provide ongoing feedback, helping to build a culture of resilience, accountability, adaptability and continuous improvement.
• Ensure Cast Members understand scheduling expectations, policies, safety requirements and operational procedures, supporting the Retail Manager with relevant People & Culture processes.
• Coach Supervisors and Cast Members on managing complex guest interactions, conflict resolution and service recovery.
• Help maintain team engagement and performance during periods of high guest volume, operational pressure and changing business priorities.
• Build strong working relationships with Cast Members, performers and entertainment personnel, recognising the unique requirements of a live entertainment environment.
• Fully deputise for the Retail Manager in their absence, taking responsibility across all areas of the retail operation.

Communication & Business Reporting

• Help prepare and analyse weekly sales, labour, inventory and operational reporting, supporting the communication of business results, key performance measures and operational updates.
• Maintain strong partnerships with venue management, production teams and corporate business partners, escalating operational, inventory or guest service issues appropriately and helping to drive timely resolution.
• Use business insights and operational feedback to identify opportunities to improve sales performance, operational efficiency and the overall guest experience.

Required Qualifications & Skills

We’re looking for someone who brings:

• Experience in retail management, retail supervision or retail operations, ideally within a fast-paced, high-volume and guest-focused environment.
• Experience supporting, coaching and developing retail or sales teams.
• Experience supporting recruitment, training and performance management.
• A demonstrable ability to contribute to sales, profitability, guest service standards and operational performance.
• Experience with inventory and stock controls, payment methods, POS systems, reporting tools and wider retail operational processes.
• Strong organisational, communication and interpersonal skills, with the ability to build effective relationships across teams and with a broad range of stakeholders.
• Strong analytical and problem-solving skills, with the ability to balance multiple priorities and make sound decisions under pressure.
• Experience handling challenging guest interactions, conflict resolution and service recovery with professionalism and good judgement.
• The ability to work collaboratively while confidently supporting teams within fast-moving and operationally demanding environments.
• Working knowledge of Microsoft Outlook, Excel and Word.
• Flexibility to work mornings, matinees, evenings, weekends and holidays as required by the live performance schedule.
• The ability to undertake the physical requirements of the position, including lifting items weighing up to approximately 50 lbs (23 kg) when required.
• A guest-focused approach and a commitment to demonstrating Disney’s values through your leadership and everyday work.

Preferred Qualifications

It would be great if you also have:

• Experience in visual merchandising.
• Previous experience in an Assistant Manager or supervisory retail position.
• Experience within live entertainment, touring productions, festivals, attractions, sports venues, arenas, cruise lines, hospitality, experiential events or another high-volume guest-facing environment.
• Experience working across multiple locations or remote operational environments.
• Experience supporting teams within operationally complex or non-traditional retail settings.
• An understanding of how commercial objectives, operational requirements and guest experience come together within a live entertainment environment.

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• 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.
• Access to a wide range of Disney discounts on Disney merchandise, Disney Food & Beverage, Disney Resort Hotels, Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and more. Offerings are subject to availability and may be seasonal, and subject to applicable rules, restrictions, and eligibility requirements.
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney Mosaic, Disney PRIDE, our disability & neurodiversity focused group - 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 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.

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