Guest Experience Manager - Merchandise

About The Role & Team

Lead and inspire a diverse, hardworking team committed to delivering exceptional service at the Disney Character Warehouse in Tampa Premium Outlets. As part of the Merchandise leadership team, continue a legacy of excellence while fostering a safe, welcoming, and supportive environment for Cast Members. Collaborate on decision-making, plan implementations, and display creativity to enhance Guest experiences. Promote a respectful workplace culture that nurtures personal and professional growth.

Key Responsibilities

• Prioritize safety for Cast and Guests by ensuring compliance with operational, safety, and loss prevention protocols.
• Guide team members by providing clear instruction, mentorship, and taking necessary corrective actions to refine work conditions and practices.
• Deliver prompt recognition and coaching through quality performance conversations.
• Apply principles of Leadership, Management, Technical skill, and Relationships (LMTR) daily when making operational decisions benefiting Guests, Cast, and business needs.
• Lead both front- and back-of-house teams, dynamically adjusting floor layouts based on inventory and executing significant floor set changes.
• Respond swiftly to emergencies and Guest concerns, assessing and resolving issues effectively.
• Create an inclusive environment valuing diverse perspectives and ideas.
• Communicate impactfully through daily briefings and group meetings to foster engagement.
• Make informed business decisions to achieve financial targets while balancing various priorities and translating strategies into clear goals and plans.
• Maintain consistent communication regarding inventory and collaborate with Orlando partners to optimize product decisions aligned with Guest demand.
• Monitor key performance indicators to identify improvement opportunities.
• Oversee staffing levels, forecast based on demand, and manage supplies and operational costs.
• Support local initiatives, assessing potential impacts on the Guest and Cast experience.
• Ensure products are well-stocked and attractively displayed to satisfy shoppers.
• Work with service vendors such as engineering and custodial teams to maintain a safe and clean environment.

Required Qualifications & Skills

• Minimum of 3 years leadership experience in merchandise roles such as Key Holder, Assistant Manager, Manager, or Supervisor.
• At least 3 years prior experience in merchandise or retail environments.
• Strong communication skills to effectively share updates, priorities, and escalation procedures across teams.
• Ability to manage complex situations with composure, including resolving conflicts involving Cast and Guests.
• Knowledge of financial operations including budgeting, revenue, labor, inventory systems, and cost management.
• Dedication to fostering an inclusive workplace that embraces diverse viewpoints.
• Proficiency in Excel, PowerPoint, and Outlook, with adaptability to new technologies and computer applications.
• Skilled at managing multiple priorities through continuous change.
• Valid U.S. driver’s license required.
• Physically capable to perform duties involving lifting up to 50 pounds, pushing, pulling, bending, twisting, standing, climbing, walking, and kneeling.
• Availability to work various shifts including days, nights, weekends, and holidays.
• Willingness to travel occasionally to Walt Disney World for training and meetings.

Preferred Qualifications

• Familiarity with Disney products and merchandise.
• Ability to speak multiple languages, such as Spanish.

Education

High school diploma or equivalent is required.

Additional Information

Disney provides a comprehensive rewards package including health and savings benefits, educational opportunities, and unique perks. The expected salary range for this Tampa, FL position is $56,700 to $76,000 annually. Final compensation will consider internal equity, geographic region, knowledge, skills, and experience. Additional bonuses and long-term incentive units may be awarded. A full suite of medical, financial, and other benefits is available based on role and level.