Job Summary:

Job Requirements

About the Role & Team

The Cast Member (Merchandise Seller) supports merchandise operations for Disney Theatrical Group live booked event productions in a single venue, working under the direction of Merchandise Management team. This role is responsible for delivering exceptional Guest experiences, driving sales, maintaining Disney presentation standards, and completing operational tasks accurately and efficiently before, during, and after performances or events. This is a key role creating the magic of Disney within Merchandise.

Cast Members create memorable interactions for Guests, enhancing their experience whilst finding merchandise products for guests to take home the magic. The role combines proactive selling with accurate point-of-sale, payment, stock, replenishment, and presentation responsibilities.

This role operates in dynamic, guest-facing, high-volume live entertainment environments. Cast Members must be comfortable working across multiple selling locations, adapting to changing Guest volumes and venue requirements, and maintaining a positive, professional, and inclusive approach during busy performance periods.

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

This is a venue-based role, predominantly scheduled around show days and performance times, including matinees, evenings, weekends, Bank Holidays, and other events as required.

Key Responsibilities

Sales & Guest Service

• Create unique and memorable experiences by using product knowledge, creativity, language, and storytelling to bring Disney products and stories to life.

• Deliver scripted and non-scripted Guest interactions.

• Adapt guest service approaches to meet the needs of diverse audiences, venue types, and entertainment environments.

• Proactively sell, appropriately offer promotions and complementary products, and maximise sales opportunities while keeping the Guest experience at the center of every interaction.

• Work toward agreed sales, service, productivity, and presentation goals, responding positively to direction and performance updates from the management team.

• Maintain current knowledge of products, promotions, show information, and selling techniques so that information provided to Guests is accurate and helpful.

• Respond professionally to Guest questions or concerns, use available information to find solutions, and promptly escalate service recovery or complex issues to the management team.

• Execute sales processes related to online purchasing and ecommerce as needed.

• Deliver exceptional service that reflects Disney standards for quality, hospitality, integrity, and brand experience.

Visual Merchandising

• Support Visual Merchandising Displays to maintain visually compelling merchandise displays and sales locations.

• Execute Disney brand and visual merchandising standards across all locations.

• Assist with dressing displays, promotional changes, product launches and event set-up as directed.

• Maintain the appearance and functionality of retail locations throughout the performance or event and report presentation or maintenance issues promptly.

Inventory & Operations

• Support merchandise operations across a variety of live entertainment and experiential environments within a specific venue.

• Support operations involving remote stockrooms, temporary storage, multiple sales points, or other venue-specific arrangements.

• Help prepare selling locations, merchandise, equipment, and supplies before performances or events and complete required closing tasks afterwards.

• Follow loss prevention, security, shrinkage, and product-handling procedures and immediately report discrepancies or concerns.

• Participate in inventory audits and help execute tasks that reduce shrinkage and product loss.

• Support merchandise deliveries, stock replenishment, and storage organisation.

• Comply with processes to maintain accurate inventory and sales reporting through point-of-sale and business systems.

• Ensure compliance with payment method procedures, reconciliations, and financial controls.

• Work effectively in fast-paced, operationally demanding entertainment settings where timing, presentation, and Guest flow are critical.

• Follow venue-specific procedures and all Company policies, including Health and Safety, Loss Prevention, security, emergency, and local employment requirements.

Teamwork

• Collaborate positively with other Cast Members, supervisors, managers, venue management, front-of-house teams, security, production personnel, performers, and other stakeholders as appropriate.

• Work effectively in fast-paced, operationally demanding entertainment settings where timing, presentation, and Guest flow are critical.

• Attend team briefings, meetings, and training sessions and apply direction, updates, and learning consistently.

• Contribute to an inclusive, respectful, and collaborative working environment that reflects Disney values and supports equality, diversity, and inclusion.

• Remain resilient, calm, and professional during high Guest volumes, changing priorities, unexpected challenges, or limited direct support, escalating concerns appropriately.

• Support continuous improvement initiatives by suggesting opportunities to enhance sales performance, operational efficiency, and the overall guest experience.

Required Qualifications

• Previous retail, hospitality, customer service, live entertainment, visitor attraction, or other guest-facing experience.

• Strong communication and interpersonal skills, with confidence engaging Guests of different ages and backgrounds.

• A proactive, positive, and Guest-focused approach, with an interest in creating memorable experiences.

• Ability to sell proactively, learn product information, and work toward service, sales, and productivity goals.

• Ability to remain organised, accurate, and professional in a fast-paced, high-volume environment.

• Comfort using point-of-sale systems and handling cash, card payments, and stock accurately. Training will be provided where required.

• Ability to work effectively both independently and as part of a team, follow direction, and adapt to changing operational priorities.

• Good attention to detail and commitment to Disney brand, visual, safety, security, and operational standards.

• Flexible availability, including matinees, evenings, weekends, Bank Holidays, and events as required.

• Ability to carry out the physical requirements of the role, including standing for extended periods and safely moving merchandise and deliveries in line with training and Company policy.

• Ability to lift up to 50 pounds when needed.

Preferred Qualifications

• Experience in a high-volume retail, theatre, live entertainment, attraction, hospitality, festival, arena, or experiential environment.

• Experience with visual merchandising

• Interest in Disney products, storytelling, live entertainment, and delivering distinctive Guest experiences.

Disclaimer

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

To learn more about Disney's guidelines on the use of AI for candidates, click here.

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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