WBSTT Show Experience 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.
Primary Purpose of the Job:

• Lead the Show Experience team ensuring the highest levels of customer service and engagement, ensuring that our customer experience, from the first contact point to the last, exceeds expectations and encourages repeat visits.

Essential Job Functions:
People Management

• Lead recruitment, development and performance management including training, coaching and feedback to new hires.
• Lead development and performance management including training, coaching and feedback to existing staff.
• Strong focus on increasing individual motivation and promoting teamwork of Show Experience team with vast diversity.
• Support and develop Show Experience Team Leaders.
• Collaborate and inspire each other with Show Experience Managers.

Service/Operation

• Ensure that the guest experience exceeds visitor expectations by delivering a consistent, and high level of presentation, for both the staff and the exhibit.
• Monitor standards of delivery, ensuring service/operational readiness of all aspects of the experience.
• Champion the needs of the customer, work closely with Show Experience Senior Manager to devise and implement the customer service strategy.
• Reporting of all Show Experience activities to pre-determined key performance indicators, including insight and recommendations for continual improvement.
• Manage a staff rota to ensure that the Show Experience function is suitably staffed at all times.
• Handle all visitor enquiries and complaints correspondence to a high standard of customer satisfaction and within set timescales.
• Manage Show Experience budget. Plan and report on budgets and forecasts. Responsibility for till reconciliation and cash control of Show Experience activities.
• Show Experience related Project management.
• Work as part of the Visitor Experience Management Team and assists with other areas of the business as required.
• Work closely with colleagues on the Studio Tour and across the WBSTT/WBSTL organization.

Duty Management

• Run a rota for Studio Tour Management team duty cover including emergency procedures and crisis management including building evacuation, incident management and first aid.

Selection Criteria
Relevant Previous Work Experience

• Demonstrated ability to effectively perform in a management role in the hospitality business or any business dealing with customers.
• Strong experience and demonstrated skills to manage a large team with vast diversities.
• Substantial customer service background, working in an operational environment with significant large scale general public interaction.
• Experience of a start up operation would be an advantage.

Skills Required

• Strong Japanese skills is essential.
• Communications skills to work effectively with a large diverse team and other stakeholders.
• Strong teaching and coaching abilities to increase individual motivation and promoting teamwork.
• Training skill to develop staff ability.
• Making proposals and execute actions for continuous improvement.
• Strong leadership and interpersonal skills to handle situations involving the general public, to build a strong staff and development of staff.
• Strong organizational and planning skills; excellent Microsoft office skills including Excel
• Language and finance skills for reports and presentations.
• Represent Warner Bros. high standards promoting a positive and professional environment and act as role model for other staff.
• Excellent verbal and written communication skills both in Japanese and English

Education/Qualifications

• Educated to degree level (or equivalent qualification with extensive vocational experience).
• Full use of Microsoft Office Suite would be advantageous.

Working Pattern:

• 37.5 hours a week working shifts.
• Regular weekend and evening work required.
• Because of the adaptive nature of this role flexibility is required to suit the needs of the business.

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 www.wbd.com/guiding-principles/ 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 the diversity of our society and the world around us. 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.