Job Description
Company OverviewWarnerMedia is a powerful portfolio of iconic entertainment, news, and sports brands. We bring people, technology, and the world’s best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.
Join us. Shape your story here.
Company Overview
WarnerMedia is a powerful portfolio of iconic entertainment, news, and sports brands. We bring people, technology, and the world’s best storytellers together to drive culture and meaningful connection. We believe the enduring power of stories can open our eyes to the world, to each other, and to new and different perspectives.
Join us. Shape your story here.
The Job
Warner Bros. is continuing to expand and evolve the Wizarding World of Harry Potter and Fantastic Beasts with the opening of Flagship Wizarding World store, in New York City. This store will bring to life the magic of Harry Potter and Fantastic Beasts for all Fans and Super Fans of the franchise. Flagship Retail will deliver incredible product, service and environments in spaces that truly celebrate the Wizarding World.
The Virtual Reality (VR) Assistant Store Manager will be responsible for the operation and performance of two location-based VR experiences within the New York Flagship Wizarding World store. The role will oversee the entire VR staff onsite and report dually to the EVP and GM Content Sales who manages the VR business and to the store leadership for day-to-day operational decisions.
Whilst primarily focused on the VR experiences, this position will also support store leadership in maximizing customer and fan engagement in an awe inspiring, best in class retail environment.
The Daily
Employee Supervision
- Assists with interviewing, on-boarding, and training new VR employees.
- Evaluates, coaches, and counsels VR employees to meet all expectations.
- Ensures all team members are trained and develop an understanding of the product.
- Conducts VR staff meetings and attends leadership meetings as needed.
- Creates VR staffing and zoning plans for all associates.
- Manages performance and administers corrective action if applicable.
- Conducts succession planning to ensure a continuous talent bench.
- Supports with performance check-ins and appraisals.
- Manages daily performance of VR experiences providing updates to EVP and GM Content Sales and associated teams as needed.
- Manage ticket releases with Warner Bros. technology and marketing teams.
- Key point of contact for consumer queries and VIP bookings.
- Responsible for ensuring appropriate opening/closing procedures of the VR experiences.
- Ensures end to end operational effectiveness of VR technology, liaising with VR tech support partners to resolve issues timely and with the least impact to consumers.
- Ensures VR experiences are positioned and themed appropriately in-line with the overall store.
- Maintain a safe and clean work environment through coaching and education to ensure safety guidelines are adhered to.
- Responsible for ensuring pricing changes are reflected on the website, including price increases and promotional activity when applicable.
- Ensure onsite team are delivering to consumer throughput targets, i.e., turns / hour, guests / turn, and utilization
- Responsible for maintaining refund % to acceptable parameters.
- Adheres to policies for all ticket handling processes.
- Monitors operational cost categories effectively with Warner Bros. Finance teams, e.g., staffing, repairs and maintenance, cleaning, etc.
- Promotes a positive and seamless guest experience.
- Fosters an environment where complex engagement skills are cultivated.
- Handles and resolves all guest-related issues, ensures service standards, levels, and maximizes the customer experience.
- Create strategy plans in place to innovate the customer experience.
- Minimum 4 years of experience in premium retail, with 2+ years in a supervisory or management role.
- Exhibited proficiency for business acumen with exceptional customer service experience'
- Good understanding of business and financial concepts and demonstrated ability to lead the team to drive results
- Established time management, prioritization, and organizational skills
- Ability to communicate clearly and effectively with a positive attitude
- Proficiency with Word, Excel, PowerPoint
- Exclusive WarnerMedia events and advance screenings
- Paid time off every year to volunteer for eligible employees
- Access to well-being tools, resources, and freebies
- Access to in-house learning and development resources
- Part of the WarnerMedia family of powerhouse brands