Assistant Store Manager – Job Description
The Assistant Store Manager represents the Disney brand, alongside the Store Manager leading the cast in engaging guests in magical experiences throughout the Store. They set consistently high standards and teach, coach, and support the team to provide exceptional guest service. They mentor and lead Cast Members, create a high‑energy work environment, drive the company’s initiatives, and achieve its goals. They are responsible for supporting the store manager and, in the manager’s absence, driving the store’s performance to achieve exceptional results through motivation, effective scheduling, and cost control.
This role is a maternity cover position until the end of January 2027.
Primary Responsibilities
Show
Accountable for company visual merchandising standards, to ensure the presentation of stage, backstage, and window displays is outstanding.
Analyzes and monitors sales results to determine action plans to drive sales based on smart product placement.
Manages and prioritises visual merchandising activity adhering to guidelines provided, including delivery, markdowns, POS placement, recovery and replenishment, and stage moves.
Coaches Cast Members to ensure Disney visual merchandising standards are constantly achieved.
Provides feedback and recommendations through coaching of the team.
Sales
Makes sound business decisions which balance competing priorities, always in the context of creating the most magical experience for guests.
Implements strategies to drive positive results in key performance indicators including sales, conversion, AGS, UPT, and Magic Touch and can explain these KPIs to cast members.
Assists the Store Manager to devise ways to drive Cast Members to achieve KPIs, such as Talk‑Ups, with competitions and activities.
Manages own time effectively to achieve sales results and can help others prioritise.
Stages, manages, leads, and coaches 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 guest 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 store tools and resources, encourages the team to do the same, and builds team knowledge through effective training.
Tails approaches to each guest, learns quickly when facing new requests or challenges, and uses information to find solutions, remembering the Most Important Policy and always putting the guest first.
Plans, manages, and monitors the effectiveness of scripted and non‑scripted events for guests in both one‑on‑one and group settings.
Evaluates service performance through observation and using resources such as the Magic Touch (Mystery Shop) to identify action plans to drive performance with the Store Manager.
Contribution
Assists the Store Manager to ensure the store’s total compliance with Disney policies, store operating procedures, and local employment law (including health and safety procedures, loss prevention, and cash handling).
Assists the Store Manager with recruitment, development, discipline, and performance of the team.
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.
Leads the delivery process, ensuring it is completed quickly and accurately following all guidelines and achieving process goals.
Achieves shrinkage results and coaches and trains the team to ensure accuracy when completing stock inventory counts and tasks.
Responsible for implementing a consistently high standard of administration.
Assumes key holder responsibilities while observing Disney policies and procedures.
May be required to be first aid trained in certain stores to comply with regulations.
Relevant Experience / Requirements
Passionate and knowledgeable about Disney and sharing facts and stories.
Able to manage a team to provide outstanding customer service to guests of all ages.
Warm, approachable, and able to communicate well with guests and team.
Able to manage recruitment, development, discipline, and performance of a team.
Able to drive a team to achieve results.
Retail management experience preferred.
Business acumen (an understanding of what impacts commercial results in retail).
Excellent organisation and prioritisation skills.
Able to entertain guests of all ages, especially children.
Highly professional appearance.
Attention to detail and accurate with administration.
Demonstrates numerical ability.
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