Guest Experience Manager – Merchandise

About the role

Join the Disney Character Warehouse team in Tampa as a Guest Experience Manager – Merchandise. You will lead a multicultural crew, ensure safety and compliance, and create memorable experiences for every guest who walks through the store.

Key responsibilities

• Prioritize Cast and Guest safety by enforcing operational, safety and loss‑prevention standards.
• Lead, mentor and coach Cast Members, providing direction and timely feedback through quality conversations.
• Apply the Leadership, Management, Technical skills, and Relationships (LMTR) framework to daily decisions.
• Oversee Front‑of‑House and Back‑of‑House operations, adjust floor plans based on inventory, and execute large‑scale floor set changes.
• Respond to emergencies, investigate and resolve guest issues promptly.
• Foster an inclusive environment, delivering inspirational communication during pre‑shift meetings and other gatherings.
• Make business decisions that meet financial objectives while balancing multiple priorities.
• Provide inventory updates to Orlando partners, using data to drive product decisions and meet guest demand.
• Monitor key performance indicators, identify improvement opportunities, and implement action plans.
• Forecast staffing needs, manage shift coverage, supplies, stock and operating expenses.
• Support local projects and evaluate their impact on Guest and Cast experience.
• Ensure product offerings are well‑supplied, properly displayed and enable shopper satisfaction.

Required profile

• Proven leadership experience in a fast‑paced retail or hospitality environment.
• Strong focus on safety, compliance and loss‑prevention.
• Ability to coach, give constructive feedback and drive performance improvements.
• Excellent communication skills for team briefings and guest interactions.
• Analytical mindset to use data for inventory and business decisions.
• Commitment to inclusion and respect for diverse perspectives.
• Experience managing both front‑of‑house and back‑of‑house operations.

Required skills