Lead Cast Member

2003 The Disney Store (UK) Ltd; Greater London; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Complimentary Disney parks admission

Disney discounts on products

Life assurance

Company pension scheme

Private medical cover

Field Incentive Plan

Job summary

2003 The Disney Store (UK) Ltd is seeking a Lead Cast Member for our Selfridges store in London. This permanent role requires at least 39 hours per week and places you on the store management team to drive performance and guest experiences.

You will mentor Cast Members, lead by example, and ensure high standards of service, merchandising and brand representation across the store while coordinating with the store management team to meet company goals.

Qualifications

• Experience in retail management or supervision.
• Strong customer service and guest engagement skills.
• Able to train, coach and mentor Cast Members.

Responsibilities

• Lead and coach Cast Members to deliver exceptional Guest Service.
• Drive KPIs such as sales and conversion through effective team activities.
• Ensure Visual Merchandising standards across Stage, Backstage and Window Displays.
• Stage manage events and guide Cast Members in delivering magical experiences.
• Monitor and coach teams to achieve GoWiths and Magic Touch results.
• Uphold Disney policies, store procedures and health & safety requirements.

Skills

Customer service

Team leadership

Retail management

Training others

Attention to detail

Job description

Lead Cast Member

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 at Selfridges in London. 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 and supports 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.

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

Equal Opportunity Employer

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.