Retail Manager, Pirates Caribbean - Disney Theatrical Group

Disney Theatrical Group is looking for an experienced Retail Manager to lead merchandise operations for one of our London-based live entertainment productions.

This is an exciting opportunity to bring together commercial retail leadership, operational expertise and a passion for creating exceptional guest experiences. You'll oversee the day-to-day merchandise operation within the venue, leading a team of Assistant Managers, Supervisors and Merchandise Cast Members while driving sales, maintaining strong operational standards and ensuring our merchandise locations consistently reflect Disney's commitment to quality and service.

Reporting to the EMEA Senior Manager, Retail Sales, Operations & Licensing , you'll work closely with venue partners, Cast Members and corporate teams to develop sales strategies, monitor performance and identify opportunities to improve profitability and efficiency.

You'll be a visible, hands-on leader who thrives in a fast-moving environment and can confidently guide teams through changing priorities, high guest volumes and the unique operational demands of live entertainment.

This is a fixed-term position, expected to run for approximately nine months from December 2026.

This is a full-time role predominantly based at the London venue during show days and performance times , with occasional time spent in the office. Flexibility to work mornings, matinees, evenings, weekends and holidays in line with the production schedule will be important.

You'll join a team grounded in our Disney values , acting with Integrity , welcoming everyone through Inclusion , embracing boundless Creativity , working together through Collaboration and caring deeply for our Community . These values shape how we work and how we support one another every day.

• Lead the day-to-day merchandise operation and sales performance during show shifts, setting clear goals and supporting the team to deliver strong commercial results.
• Drive revenue through active selling, excellent product knowledge and thoughtful sales initiatives, using sales trends to identify opportunities to improve performance.
• Maintain a visible, hands-on presence on the sales floor, leading by example and stepping in to sell or operate a register when required.
• Champion an exceptional and inclusive guest experience, coaching Cast Members on guest engagement and selling techniques while adapting service to meet the needs of diverse audiences.
• Act as the senior escalation point for complex guest concerns and service recovery, making confident and considered decisions in high-pressure situations.
• Oversee online purchasing and ecommerce sales processes where required.

• Partner with retail leadership to create and maintain visually engaging merchandise displays and sales locations that reflect Disney's visual merchandising and brand standards.
• Support new product launches and promotional activity, ensuring kiosks, fixtures and selling locations are well organised, functional and presented to a high standard.
• Identify merchandising opportunities that enhance the guest experience while helping to maximise sales and profitability.

• Oversee inventory and stock operations, including stock levels, deliveries, replenishment, audits, storage and controls designed to minimise shrinkage and product loss.
• Manage key financial and operational processes, including POS systems, payment procedures, reconciliations, payroll and sales reporting, and operational expenses.
• Lead the complete retail operation before, during and after performances and events, ensuring teams, inventory and sales locations are fully prepared and operational.
• Manage the complexities of a live entertainment retail environment, including remote stockrooms, temporary storage, multiple sales points and venue-specific procedures.
• Lead confidently through changing operational conditions, guest volumes and unexpected challenges, developing contingency plans and ensuring high standards are maintained throughout.
• Partner closely with venue management, front-of-house teams, security, production management, performers and other stakeholders to deliver a seamless guest experience.
• Balance commercial priorities with operational and show requirements, ensuring retail activity complements and enhances the overall guest experience.

• Lead, coach and develop Assistant Managers, Supervisors and Merchandise Cast…