Guest Experience Manager-Merchandise

About the Role & Team

Would you like to lead, inspire, and develop a hard-working, multicultural team that prides itself on delivering exceptional service? Join us in providing an outstanding experience for Guests. As part of the Merchandise leadership team at the Disney Character Warehouse, you'll continue a tradition of excellence that extends for generations! We lead all aspects of the daily Merchandise operations at the Disney Character Warehouse location within the Tampa Premium Outlets.

We are dedicated to ensuring Cast Members feel safe, welcomed, and supported. Together, we make decisions, implement plans, and demonstrate creativity in a continuously evolving environment to provide an incredible Guest experience. We collectively maintain a workplace where everyone is authentically respected and acknowledged, leading to the development of self and others.

This is a Full-time salaried role on-site in Tampa and will report to the location’s Proprietor.

What You Will Do

• Ensure a work environment where Cast and Guest safety are the first priority, including operational compliance, safety, and loss prevention standards
• Lead Cast Members by providing direction, instructing, mentoring, and taking appropriate action to adjust deficient conditions, behaviors, and work practices
• Quickly assess performance and provide timely recognition and coaching feedback through Quality Conversations
• Incorporate the lens of Leadership, Management, Technical skills, and Relationships (LMTR) in daily functions and when implementing decisions. This includes making daily operational decisions that benefit Guests, Cast Members, and the demands of the business
• Lead both Front of House and Back of House Cast daily, provide support and guidance to adjust floor plan based on current inventory levels, and make regular large-scale floor set changes
• Respond to, assess, investigate, and resolve emergency situations and Guest issues in the operation
• Build an environment of inclusion where diverse thoughts and ideas are recognized
• Promote understanding and engagement through impactful and inspirational communication, including when conducting daily pre-shift breakout meetings and other group gatherings
• Make effective business decisions to achieve financial objectives while balancing multiple priorities and successfully translating strategies into clear objectives and action plans
• Provide regular communication and inventory updates to Orlando-based partners and utilize data to make informed product decisions to drive the business and support Guest demand  
• Consistently evaluate key performance indicators to determine performance improvement opportunities
• Supervise daily staffing levels, forecast shift coverage needs based on demand, and manage supplies, stock, and operating expenses
• Support local projects, including evaluating any potential impacts to the Guest and Cast experience
• Ensure product offerings are amply supplied and properly displayed to enable shopper satisfaction
• Collaborate with location service vendors including engineering, custodial, and more to ensure a safe and clean environment

Required Qualifications & Skills

• 3+ years of leadership experience in a relevant merchandise role (Key Holder, Assistant Manager, Manager, Supervisor)
• 3+ years of previous experience in Merchandise/Retail
• Effective communication across teams so that everyone understands updates, priorities, and the appropriate course of escalation
• Proficiency resolving complex scenarios while demonstrating composure, including navigating and leading through Cast- and Guest-affecting conflict
• Understanding of the impact of financial aspects of an operation (i.e., operating budget, revenue, labor, inventory systems, costs, etc.)
• Commitment to promote an inclusive work environment that supports diverse perspectives
• Proficiency creating Excel reports and PowerPoint presentations, communicating using Outlook, and capability to adapt to new technology and computer applications quickly
• Experience balancing multiple demands and requests amidst constant change
• Must have a valid U.S. driver's license
• Physical role requiring lifting (up to 50lbs), pushing, pulling, bending, twisting, standing, climbing, walking, and kneeling
• Available to work any shift including days, nights, weekends, and holidays
• Limited travel to WDW site as required (Training, Town Halls, etc.)

Preferred Qualifications

• Knowledge of Disney products and offerings
• Multilingual skills such as Spanish

Required Education

• High school diploma or equivalent

Additional Information

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits

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The hiring range for this position in Tampa, FL is $56,700 to $76,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.