Retail Team Leader - Warner Bros. Studio Tour London - The Making of Harry Potter

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…
To support the Retail Manager and Assistant Manager to maximise sales, people, and profit performance of Warner Bros. Studio Tour London through customer service, implementation of commercial standards and effective stock management. This is a customer focused, floor-based role supporting a large team in a high traffic environment where agility and coaching are key.
What’s In It For You…

• £15.15 per hour

• 25 days holiday (pro-rata)

• GymPass or free access to our on-site gym

• Exclusive access to our Screeners App, with our exciting Warner Bros. and HBO content

• Staff discounts on Studio Tour tickets, retail, food and beverage

• Access to Friends and Family events

• Free on-site staff car parking

• Complimentary staff shuttle bus between Watford Junction and our Studio Tour

• On-site staff Studio Café

• Option to join our pension and private healthcare scheme

Your Role Accountabilities…

• Ensure our sales targets are achieved by fully maximising all sales opportunities, deploying our sales team to the most effective areas of the store and to minimise customer wait time.

• Optimise the service provided by team, leading by example, to increase customer conversion and average spend as well as maintaining minimal shrinkage through the efficient handling of product and packaging.

• Encourage positive behaviours by assisting the Retail Manager to recognise, feedback and reward service excellence as well as supporting staff training to ensure the team is fully equipped to meet customer needs, deliver optimum levels of service, and maintain visual standards.

• Participate in daily briefings to keep all members of the team fully aware of activity within the department and the business.

• Support ongoing performance management and staff development, as well as taking responsibility for own personal development through one-on-one coaching from line manager.

• Support the Retail Assistant Manager and wider team with preparation of rotas and schedules and payroll information required is updated.

• Ensure the store is visually merchandised to the highest standard with all scheme, graphics and equipment are being used correctly and in accordance with guidelines and agreed standards.

• Support the retail team at WBSL as part of a retail duty management team (over a seven-day week rota), ensuring that there is cover of the Studio Tour as necessary including weekend, bank holiday, school holiday and late evening cover in rotation with other team members.

Qualifications & Experience…

• Supervisory experience in a large, and fast paced volume retail environment (or the tourism, leisure, or heritage industry).

• Experience of having worked in an environment where high emphasis is placed on service, product presentation and commercial management, with a proactive approach in seeking out opportunities to increase sales

• Demonstrable experience in supervising a large team in a highly dynamic environment

• Enthusiasm and passion for, as well as excellent knowledge of, the Harry Potter brand

• Knowledge of Microsoft Office – advanced knowledge of Excel is preferable

Working Pattern…
Due to the adaptive nature of this role flexibility is required to suit the needs of the business Flexibility to be able to work 40 hours a week on a shift pattern, varying from Monday to Sunday

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.

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

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.

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