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About the Role & Team

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

This is an exciting opportunity to bring together commercial retail leadership, operational expertise and a passion for creating exceptional guest experiences. You’ll oversee the day-to-day merchandise operation within the venue, leading a team of Assistant Managers, Supervisors and Merchandise Cast Members while driving sales, maintaining strong operational standards and ensuring our merchandise locations consistently reflect Disney’s commitment to quality and service.

Reporting to the EMEA Senior Manager, Retail Sales, Operations & Licensing, you’ll work closely with venue partners, Cast Members and corporate teams to develop sales strategies, monitor performance and identify opportunities to improve profitability and efficiency.

You’ll be a visible, hands-on leader who thrives in a fast-moving environment and can confidently guide teams through changing priorities, high guest volumes and the unique operational demands of live entertainment.

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

• Lead the day-to-day merchandise operation and sales performance during show shifts, setting clear goals and supporting the team to deliver strong commercial results.
• Drive revenue through active selling, excellent product knowledge and thoughtful sales initiatives, using sales trends to identify opportunities to improve performance.
• Maintain a visible, hands-on 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.
• Act as the senior escalation point for complex guest concerns and service recovery, making confident and considered decisions in high-pressure situations.
• Oversee online purchasing and ecommerce sales processes where required.

Visual Merchandising

• Partner with retail leadership to create and maintain 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 merchandising opportunities that enhance the guest experience while helping to maximise sales and profitability.

Inventory & Operations

• Oversee inventory and stock operations, including stock levels, deliveries, replenishment, audits, storage and controls designed to minimise shrinkage and product loss.
• Manage key financial and operational processes, including POS systems, payment procedures, reconciliations, payroll and sales reporting, and operational expenses.
• Lead the complete retail operation before, during and after performances and events, ensuring teams, inventory and sales locations are fully prepared and operational.
• Manage the complexities of a live entertainment retail environment, including remote stockrooms, temporary storage, multiple sales points and venue-specific procedures.
• Lead confidently through changing operational conditions, guest volumes and unexpected challenges, developing contingency plans and ensuring high standards are maintained throughout.
• Partner closely with venue management, front-of-house teams, security, production management, performers and other stakeholders to deliver a seamless guest experience.
• Balance commercial priorities with operational and show requirements, ensuring retail activity complements and enhances the overall guest experience.

Team Leadership & Development

• Lead, coach and develop Assistant Managers, Supervisors and Merchandise Cast Members, supporting recruitment, onboarding, training, performance and ongoing development.
• Create a positive, inclusive and collaborative environment where team members feel supported, recognised and able to perform at their best.
• Build a culture of resilience, accountability, adaptability and continuous improvement, providing clear expectations and ongoing feedback.
• Ensure Cast Members understand scheduling expectations, policies, safety requirements and operational procedures, working with Retail Operations and People & Culture partners where appropriate.
• Coach leaders and Cast Members on managing complex guest interactions, conflict resolution and service recovery.
• Maintain team engagement and performance during periods of high guest volume, operational pressure and changing priorities.
• Build strong working relationships across the wider live entertainment environment, including with Cast Members, performers and entertainment personnel.

Communication & Business Reporting

• Prepare and analyse weekly sales, labour, inventory and operational reporting, clearly communicating business results, key performance measures and operational updates to leadership.
• Maintain strong partnerships with venue management, production teams and corporate business partners, ensuring issues are escalated appropriately and resolved in a timely way.
• Use business insights and operational feedback to identify opportunities to improve sales performance, efficiency and the overall guest experience.

Required Qualifications & Skills

• Solid experience in retail management or retail operations, ideally within a fast-paced, high-volume and guest-focused environment.
• Demonstrable experience of leading, recruiting, training, coaching and developing high-performing retail or sales teams.
• A strong track record of driving sales, profitability, guest service standards and operational performance.
• Experience managing inventory and stock controls, payment methods, POS systems, reporting tools and wider retail operational processes.
• Strong leadership and communication skills, with the ability to build effective relationships across teams and with a broad range of stakeholders.
• Strong organisational, analytical and problem-solving skills, with the confidence to manage 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 independently and lead teams confidently 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.
• 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 leading 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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