The Job
The Sales & Experience Manager is responsible for overseeing all functions of our in-store experiences, coaching our team of Leads and Associates to deliver a theatrical and memorable visit to each of our guests. This role will elevate the theatrical nature of the store by developing scripts, character bios, and props to create engaging, immersive environments unique to each experience, and by driving a sales culture that helps us meet or exceed our daily sales and KPI goals.
The Sales & Experience Manager is accountable for the performance of in-store experiences, with a focus on guest engagement and innovation, ensuring we set ourselves apart from the rest of the global marketplace. This role will help ensure the team is trained and developed to provide a world-class experience for all guests, and is accountable for scheduling and zoning associates properly in line with our trading calendar. This role is also instrumental in creating systems that ensure stock levels, merchandising standards, and experience equipment & technology are maintained throughout the day to seamlessly fulfill experience orders.
Reporting to: Director of Sales/Store Manager
What You’ll Do
Guest
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Coach the team to deliver the steps of selling within their departments, with a focus on goal setting, positive reinforcement, and guest experience.
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Own and maintain standards across all service touchpoints, taking action to enhance best practices.
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Own the delivery and evolution of in-store experiences from a costume, scripting, and prop perspective to deliver a consistent guest experience, delivered with a personal touch to individuals.
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Ensure all experiences are consistently covered through effective scheduling and zoning, and rework schedules in the moment based on business needs.
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Evolve existing guidelines and create/update Experience Packs on an ongoing basis.
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Deliver a high level of engagement and theatricality across in-store experiences and demonstrations to continually wow and delight our guests.
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Complete regular observations of each experience, providing objective feedback to team members to aid in their development and enhance the guest experience.
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Embody a “guest before task” mentality and lead by example to make decisions focused on maximizing the guest experience.
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Monitor guest feedback and take action to address opportunities for improvement in a positive, constructive way.
Team
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Work collaboratively across all teams to ensure that stakeholder expectations are consistently met.
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Embrace a diverse range of viewpoints and perspectives and ensure all are included in discussions.
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Communicate daily and weekly updates to ensure the team is aware of key events, business goals, and departmental expectations.
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Build a culture of accountability within the team, setting clear expectations to ensure understanding of deliverables and managing individual performance when expectations are not met.
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Own the employee roster for your experience and demo teams, managing vacancies and recruitment using available tools and resources.
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Monitor uniform stock levels and ensure all team members have the appropriate allocation of uniforms provided.
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Ensure uniforms are sent for laundering weekly to maintain a fresh appearance, and that changing spaces are set up effectively for the team.
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Oversee a team of Toy Demonstrators and manage partnerships with third parties to understand their demonstration needs and how we can deliver their vision.
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Provide feedback to corporate partners on training and development needs, offering input and insight during the development process.
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Take ownership of training needs across the team, including onboarding for new hires and ongoing learning for current team members.
Store
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Review daily, weekly, and monthly sales goals with your team, follow up on action items, and provide feedback throughout the process.
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Oversee daily cash-handling operations, ensuring processes are consistently adhered to.
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Walk the store to ensure we are ready to open/close and partner with the Facilities and Operations team to deliver cleanliness and merchandising expectations.
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Support inventory management controls and follow processes to reduce in-store shrinkage.
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Understand business performance and analyze bestsellers and commercial reports to drive sales, with the ability to assess how market factors impact performance.
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Be an active presence on the sales floor to lead by example and ensure our standards are consistently met.
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Monitor stock levels across experiences, identifying opportunities to prevent out-of-stock items and ensure store on-hand matches predicted sales plans.
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Build and maintain partnerships with our third-party vendors and serve as the experience liaison to support their needs.
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Have knowledge of the store's operations at large and provide support where needed.
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Comp shop other retailers and experience-based attractions in New York City to analyze their products, offerings, and services to remain competitive.
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Support the development of new experiences, revenue streams, and business opportunities.
What You Have
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3+ years of experience in a leadership role within a fast-paced, premium retail or experience-based environment.
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Excellent communication, collaboration, and interpersonal ability.
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Strong business acumen with the ability to use commercial reporting to drive decision-making.
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Excellent critical thinking and problem-solving abilities.
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Flexible and open availability in line with a Flagship Retail environment across days, evenings, and weekends.
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Capable of lifting up to 25 pounds, and bending, twisting, and standing for long periods of time.
This job description should not be construed as containing every function/responsibility that may be required of this role. Employees are required to perform other related functions as assigned
