Guest Experience Manager - Merchandise

About the Role and Team

Step into a leadership role responsible for inspiring and guiding a diverse team committed to delivering outstanding service experiences at the Disney Character Warehouse in Tampa Premium Outlets. This position is part of the Merchandise leadership group and honors a longstanding tradition of excellence in guest experience and operational management.

We prioritize a safe, inclusive, and supportive workplace where every Cast Member is valued, empowered, and encouraged to grow. The role demands collaborative decision-making, innovative problem solving, and adaptation to evolving business needs to ensure guests receive exceptional service.

Key Responsibilities

• Maintain a workplace prioritizing safety for Cast Members and Guests by enforcing compliance with operational, safety, and loss prevention directives.
• Directly lead, mentor, and coach Cast Members, taking corrective steps when necessary to enhance behaviors and work practices.
• Provide prompt performance feedback through effective communication and quality conversations.
• Apply leadership, management, technical expertise, and foster positive relationships to guide daily operations that address the needs of guests, staff, and the business.
• Oversee both Front of House and Back of House teams, adjusting floor layouts responsive to inventory and undertaking significant merchandise floor resets.
• Skillfully handle emergency situations and guest concerns, ensuring timely assessment and resolution.
• Create an inclusive atmosphere encouraging diverse viewpoints.
• Lead impactful communication efforts, including daily pre-shift meetings and larger team discussions to foster engagement and understanding.
• Make strategic business decisions that align financial goals with operational priorities and translate strategies into actionable plans.
• Coordinate regularly with partners in Orlando to relay updates and leverage data in selecting merchandise to meet guest demands.
• Monitor performance metrics continuously to identify areas for improvement.
• Manage staffing levels to match demand, oversee inventory, supplies, and control operational expenses efficiently.
• Support and evaluate local projects considering their influence on guest and cast interactions.
• Ensure merchandise presentation and supply support a satisfying shopping environment.
• Work collaboratively with service vendors to maintain a clean and secure location.

Required Qualifications and Skills

• Minimum of three years in a leadership role within retail or merchandise environments (e.g., Key Holder, Assistant Manager, Manager, Supervisor).
• At least three years’ experience in merchandise or retail operations.
• Strong communication abilities to effectively share updates, priorities, and guide escalation processes among teams.
• Capability to handle complex and conflict situations with composure, especially those involving cast and guest interactions.
• Knowledge of financial management relevant to retail operations, including budgeting, revenue tracking, labor management, inventory control, and cost considerations.
• Dedication to fostering diversity, equity, and inclusion in the workplace.
• Proficiency with Microsoft Excel for reporting, PowerPoint for presentations, Outlook communication, and adaptability to new technology and applications.
• Ability to manage competing priorities and adapt to shifting demands.
• Possession of a valid U.S. driver’s license.
• Physical capability to handle tasks requiring lifting up to 50 pounds, pushing, pulling, bending, twisting, standing, climbing, walking, and kneeling.
• Willingness and availability to work varying shifts including days, nights, weekends, and holidays.
• Occasional travel required to the Walt Disney World site for trainings and meetings.

Preferred Qualifications

• Familiarity with Disney merchandise and product offerings.
• Additional language skills such as Spanish are advantageous.

Education

High school diploma or equivalent is required.

Additional Information

The compensation range for this Tampa, FL position spans $56,700 to $76,000 annually, with final pay based on internal alignment, geographic considerations, knowledge, skills, and experience. Additional potential includes bonuses or long-term incentive units, plus comprehensive benefits encompassing health, financial, and educational perks designed to support a rewarding career.