Retail Store Manager

Welcome to Warner Bros. Discovery… the stuff dreams are made of. Who We Are… When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next… From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role: As Store Manager, you will be responsible for the overall success of the Harry Potter Shop King’s Cross, overseeing commercial performance, operational excellence, team development and visitor experience. Leading a team of Assistant Managers, Team Leaders and Retail Assistants, you will play a key role in driving sales, improving customer satisfaction, supporting organisational change and delivering a world‑class retail experience in a unique destination environment. This is an opportunity to shape the future of a high‑profile store connected to one of the world’s most recognised entertainment brands. If you are an experienced retail leader who enjoys developing teams, driving business performance and creating memorable customer experiences, we would love to hear from you.

Your Role Accountabilities:

• Oversee all aspects of store performance, including sales, customer conversion, average transaction value, KPI delivery, commercial reporting and weekly sales analysis to drive measurable business results.
• Coordinate, recruit, coach and develop a high‑performing retail team, fostering a culture of engagement, internal progression and succession planning while leading through periods of change.
• Deliver an exceptional visitor experience by maintaining a visible presence on the shop floor, encouraging meaningful customer interaction, using storytelling to enhance engagement and ensuring every customer receives outstanding service.
• Maintain effective staffing levels, labour planning, rota management, scheduling and payroll accuracy while supporting trading demands, seasonal peaks and operational requirements.
• Oversee POS and stock management systems, merchandising standards, compliance, security awareness, health and safety requirements, emergency procedures, crisis management and profit protection activities.
• Use customer feedback, mystery shop results and performance data to identify opportunities to improve service, increase sales and enhance operational effectiveness.
• Build productive relationships with internal teams, external partners, landlord stakeholders, customers and visitors to support the smooth operation and continued success of the store.

Qualifications & Experience:

• Previous store manager or equivalent leadership experience with responsibility for commercial and operational performance.
• Demonstrable experience managing large retail teams within customer‑focused, high‑footfall or operationally complex environments.
• Strong commercial acumen with the ability to analyse sales performance, monitor KPIs and make informed decisions that improve results.
• Experience working within premium, flagship, destination, entertainment or hospitality‑led retail environments.
• Experience using POS and stock management systems alongside workforce planning, scheduling and payroll processes.

Working Pattern: Full‑time permanent position based at Harry Potter Shop King’s Cross. 40 hours per week, working across a seven‑day rota including weekends and Bank Holidays. Working hours are scheduled between 7:00am and 10:30pm depending on business needs. The role supports a high‑footfall retail environment, including peak trading periods and seasonal staffing demands. Occasional travel to Leavesden may be required for meetings and training.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.

Championing Inclusion at WBD: Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, age, sexual orientation, religion or belief, marital status, pregnancy, parenthood, disability or any other category protected by law. If you’re a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.