Senior Manager, Retail Sales, Operations & Licensing

Job ID 10097832 Location London, United Kingdom Business The Walt Disney Company (EMEA) Date posted Sep. 02, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

Senior Manager, Retail Sales, Operations & Licensing

The Senior Manager of Retail Sales, Operations and Licensing handles the owned and operated retail businesses associated with our Disney Theatrical Group (DTG) Stage Productions within the West End and UK Tours to ensure that sales and profit targets are achieved, and operations are efficient and streamline.

This role is responsible for the retail licensed relationships for DTG Stage Plays within Europe as it pertains to sales, visual merchandising and assortment planning. Furthermore, this role handles the training and development of DTG retail management teams, identifying sales growth opportunities in a ticketed live event environment and regularly analyzing sales & inventory reports to provide strategy proposals to enhance the guest experience and drive revenue.

As the main Retail Leader in the UK Territory for the Department which is based out of our New York City corporate offices, it is crucial this role stays abreast of the latest industry and market trends to settle impact on our larger teams’ products, services and operations. Sharing these findings and building relationships with our licensed partners as an extension of our DTG brand will be imperative to the success of this role!

Candidates can work in a fast-paced environment and exercise strong leadership and project management skills. They should demonstrate excellent communication abilities and be experienced in account management with an understanding of licensed business models. This is a hands-on role that leads by example both on and off the sales floor and can handle the UK teams’ priorities to align with both the DTG Corporate Merchandise goals as well as the needs for local market teams across the UK and EU!

Lastly, this person needs to ensure operational efficiency in the workplace are consistently observed. The Senior Retail Manager should proactively identify ways to improve the day to day running of the management team, onsite sales periods and interactions with internal and external partners. Detect risk at all levels of sales, stock, operations, and personnel and provide effective & timely solutions.

Areas of Responsibility

Vertical Sales & Guest Service

Lead multiple retail stores to achieve forecasted sales and profitability figures through effective guest service, visual merchandising, and retail operations at our DTG West End Shows and U.K. Tours.
Conduct and provide routine Sales Analysis per location; providing effective feedback, new insights and strategies to help achieve goals to the Director of Merchandise and the Corporate Team.
Develop, promote, and communicate sales programs & new initiatives with the focus on exceeding weekly sales and profit expectations. Partner with Retail Managers on the execution of sales strategies, staff motivation and timelines for implementation.
Develop and maintain relationship with Director of Sales, Operations and Licensing based in NYC office to implement new selling strategies, promotions, and operational efficiencies across the larger DTG UK retail business.
Create and lead new product roll out plan for sales, visuals, and staff alongside Retail Management Team. Partner with corporate team for approvals and timelines.
Lead by example and engage staff consistently by actively selling at kiosks where possible; excelling in Guest Service and driving sales.
Identify and implement new revenue streams for the UK DTG merch business. This includes working with parties to communicate merchandise offerings to guests for purchase and marketing.
Ensure teams are implementing the process, redemption, and analysis of all online or non-theatre related sales, including the redemption and reconciliation of any vouchers, forms, and invoices.
Proactively review future tour markets to seek opportunities for new sales offerings to generate additional traffic to the merchandise kiosks. Partner with other DTG departments that can provide ticketing and marketing information that would assist in this effort. Ensure Tour Retail Manager is conducting pre-market site visits when applicable.
Customer concern point for all retail guest service issues in the UK. Handle the Retail Operations Manager to effectively implement all follow-up communications and remedies with guests.

Visual Merchandising & Product Assessment

Through the management of the Retail Operations Manager:

Maintain upkeep for all kiosks and Visual Displays per venue/market. Ensuring that displays meet Disney Standards of Merchandising that have been approved by the VP of Merchandise. Improve and develop new visual merchandising displays as new products are added to the assortment. Expand beyond traditional setups in larger markets.
For all new shows and tours, project handle the kiosk development and installation.
Provide on-site and remote guidance and standard processes for visual merchandising to all licensed retail shops with Stage Entertainment within Europe.

Analyze sales, find opportunities and suggest strategies to drive sales and profitability through displays, additional selling locations, new suggested product categories and items, including creative solutions, promotions and incentives.
Participate and supervise in quarterly line review and inventory meeting with corporate team to resolve strategy for new, existing and discontinued items. Put plans in place and execution strategies and communicate to tour management teams to ensure implementation and results take place.

Operations, Inventory & Reporting

Follow set policies & procedures, guidelines when dealing with stock, cash, equipment, and communication, providing consistency and upholding Disney Standards.
Maintain Merchandise Department Policy and Procedures Documentation advised from the Corporate Office. Handle the Retail Operations Manager to create and maintain all documents around UK department daily, weekly, quarterly and yearly policies and procedures as is specific to UK team. Partner with the Corporate Office and Domestic Senior Managers for consistency in new policy and procedure and ensure all staff has access.
Ensure all retail locations keep accurate records of sales and inventory through effective use of POS system and kiosk report. The management and maintenance of the ERPLY system specific to the location is the retail management team’s responsibility. Maintenance of all hardware for the POS system will also need to be handled by the local retail teams. However, all issues with ERPLY or hardware should be reported to Corporate POS Specialist. This role should ensure the team can operate and sell daily and raise all issues to DTG NYC Corporate office.
Project handle new show/tour opening and closing operational check list is planned, delegated, and implemented efficiently.
Ensure all retail locations are handling daily stock activity and identify any areas of shrink. Supervise monthly stock audits to ensure Shrink Percentage is under 1% of total monthly sales. Partner with Retail Managers & Corporate Inventory Manager on all discrepancies and implementations of stock monitoring.
Supervise and analyze inventory reporting on a consistent basis and liaise with the Senior Inventory Manager to ensure that retail locations & UK warehouse are fully stocked and are turning units at operational efficiency. Equally handle overstock quantities by putting in place promotions and sell through initiatives that are approved by the Director of Merchandise. Participate in quarterly Weeks of Stock Meetings.
Lead the budgets for office supplies, expenses, and submission of invoices to Finance Department efficiently.
Tour Specific Operations:
- Assist Tour Retail Manager with advancement for future venues for kiosk placement, stock room availability, security, labour, and deliveries. Guide Tour Manager on nuances of previously visited markets and plan accordingly.
- Ensure that all tour management teams are performing the Load-In and Load-Out of entire merchandise operations (kiosks, inventory, POS stations and office equipment) in an efficient manner. Provide guidance for Tour Managers when results of the above cannot be achieved locally.

Licensing

Main point of contact for merchandise sales and operations at Stage Entertainment EU licensed productions of DTG International program. Report into the Director of Sales, Operations and Licensing for ongoing licensed retail brand management of these locations.
Weekly Sales Analysis which includes reviewing top selling items, demographic impact and selling promotions that would influence the business.
Assortment Planning: Evaluate Stage Entertainment localized assortments for best and worst sellers and build action plans to move the business forward, via new additions, markdowns, promotions. All new product submissions will continue to be handle by the Director of Sales, Operations & Licensing and the Manager of Licensed Brands out of the NYC office.
Inventory and Wholesale Orders: Partner with the Wholesale Coordinator out of NYC office to ensuring licensees are in stock of all Disney wholesale items and placing re-orders accordingly.
Communicates with other departments (i.e. marketing, production) for ongoing education of sales, trends and align opportunities. Long term planning for seasonal promotions.
Partner with Sr. Financial Analyst to set sales forecast quarterly.
Hold regular meetings with licensees and other internal partners to ensure regular communications are taking place with tangible results.
Visual merchandising standard procedure and planograms for EU locations to maintain Disney Standards through the management of the Retail Operations Manager (located on current UK Retail Teams
Flexibility regarding site visits annual to each EU market, and then on an as needed basis

Personnel

Lead and develop Retail Management, Operations Manager, and sales teams at the UK DTG retail locations both in the West end and on Tour.
Through the management of the Retail Operations Manager, ensure the recruitment, hiring and on boarding of all positions within the UK DTG Retail Team. Ensure all HR contracts, On Boarding and Temp Labor as well as staff scheduling is driven timely and within company guidelines. Act as the point of contact for any performance/disciplinary issues, transfers, and coverages.
Partner consistently with UK HR for all personnel planning, structure changes, company programs and initiatives.
Raise to HR and appropriate internal leadership any health and wellness concerns or risks of retail staff, so they can be properly addressed in a timely manner.

Communication

Raise all relevant issues to Company Management, Theatre Management and the Director of Merchandise.
Partner with Production Team on a case-by-case basis to ensure smooth operations and maintenance.
Support the Legal Team and Director of Sales, Operations and Licensing for merchandise related contracts in the UK and EU.
Support finance and accounting teams when reconciliation variances are raised.

Experience/Skills Required

Experience in running a retail business for multiple locations (for stores, sales staff, visual merchandise, inventory etc.)
Experience in managing license partners across different locations and understanding of brand management
Proven sales experience with a strong track record of hitting revenue targets and managing expenses, sales forecasting and P&L
Demonstrated ability to develop and execute creative promotion strategies, tailored product offerings, and pricing models for various retail markets.
Strong analytical skills with a focus on market analysis and product positioning.
Experience in people/team management

The Perks:

25 days annual leave
Private medical insurance & dental care
Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
Disney+ subscription
Excellent parental and guardian leave
Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, our new disability & neurodiversity focused group - ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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About The Walt Disney Company (EMEA):

Disney EMEA aims to drive growth, innovation and brand affinity across an extremely diverse collection of countries with a team of over 6,000 employees operating in 59 markets with offices in 29 countries.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with The Walt Disney Company Limited, which is part of a business we call The Walt Disney Company (EMEA).

The Walt Disney Company Limited is an equal opportunity employer. Applicants will receive consideration for employment without regard to age, race, colour, religion or belief, sex, nationality, ethnic or national origin, sexual orientation, gender reassignment, marital or civil partner status, disability or pregnancy or maternity. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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