Experiential Retail Lead — Guest Experience

Warner Bros. Discovery; Chicago (IL); On-site; USD 35,000 - 62,000; Full time

Job summary

Warner Bros. Discovery's Harry Potter Chicago store, part of the Studio Tours and Retail division, is seeking a customer-focused team member to enhance guest engagement and drive store performance.

You will support day-to-day operations and deliver the kind of magic fans expect in a best-in-class retail environment. This role emphasizes flexible scheduling, strong customer service, and collaboration with leadership to meet department goals.

Qualifications

• Minimum 1 year experience in premium retail; retail management preferred.
• Exceptional customer service experience and business acumen.
• Lead the team to drive results with strong communication.
• Time management, prioritization and organizational skills.
• Clear, positive communication and attitude.
• Proficiency with Word, Excel, PowerPoint.
• Open availability for a flexible schedule including evenings and weekends.

Responsibilities

• Coaches store employees to meet all expectations.
• Supports staffing and zoning plan for all associates within the store.
• Serve as lead point of contact for the store for all employees.
• Works closely with the store’s assistant manager in strategies, core focuses and procedures.
• Coaches store employees to meet all expectations.
• Helps support store staff meetings and attends all meetings as needed.
• Supports staffing and zoning plan for all associates within the store.
• Serve as lead point of contact for the store for all employees.
• Works closely with the store’s assistant manager in strategies, core focuses and procedures.
• Promotes a positive and seamless guest experience.
• Helps promote the steps of service including leading by example.
• Strategizes with management team on how to handle and resolve all guest related. issues, ensures service standards, levels, and maximizes the customer experience.

Skills

Customer service

Leadership

Communication

Time management

Organizational skills

Microsoft Office

Availability

Tools

Word

Excel

PowerPoint

Job description

Warner Bros. Discovery's Harry Potter Chicago store, part of the Studio Tours and Retail division, is seeking a customer-focused team member to enhance guest engagement and drive store performance.

You will support day-to-day operations and deliver the kind of magic fans expect in a best-in-class retail environment. This role emphasizes flexible scheduling, strong customer service, and collaboration with leadership to meet department goals.