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The Lead Cast Member is part of the management team, and supports the store management team to drive the store’s performance.

Primary Responsibilities

• 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

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

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

Relevant experience/requirements

• 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