The Walt Disney Company Center Manager-Kangwang Center in Guangzhou, China
The Walt Disney Company (TWDC) launched the Disney English business in 2007 building upon Disney’s unparalleled catalog of timeless stories and characters in creating revolutionary and highly effective English language learning products and services. Since that time, Disney English has established itself as the leading children’s learning business in cities nationwide, enrolled thousands of children, sold more than 1M books and learning products and won numerous awards for its innovative curriculum. This division of TWDC developed a common educational brand that has been deployed across the entire Walt Disney Company and served as the catalyst for all future product & service development worldwide including print, gaming, video, audio and local teaching institutes.
Responsibilities : Safety and Security
Ensure a safe and secure environment at all times for our Cast and our Guests.
Build a culture of safety in the Center and coach Cast on the importance of safety and security expected of Disney
Conduct regular safety and security training and drills, ensuring Cast Members understand and are able to execute their center’s Emergency Response Plans.
Report any safety or security-related incidences in an accurate and timely manner through the appropriate channels
Leadership/Cast Member Experience
Leading with a positive attitude and demonstrate commitment to a team of more than 30 Cast Members. Responsible for their selection, retention, engagement and development
Creating a positive work environment that is fun, open, respectful, honest, a place where Cast enjoy coming to work and others wish they worked
Creating a positive environment that encourages collaboration, creative thinking, new ideas, and supports risk taking
Know and manage the Center and teach it to Cast Members
Strengthening others through consistent and on-going coaching and feedback while driving productivity and morale of your team
Holding self and others accountable for delivering the Four Keys Basics (Safety, Courtesy, Show, and Efficiency)
Considers impact of your behaviors on individual, team and the organization.
Ability to communicate effectively and clearly with all levels, even under pressure
Demonstrated ability to develop and lead a team that drives results
Ability to listen to feedback and suggestions from others and take constructive action
Must maintain a professional appearance and hold your team accountable for doing the same adhering to Disney English grooming guidelines
Builds relationships with internal and external partners to support Center goals including regular check ins, information sharing, and providing updates
Conduct regular one on one meetings to provide ongoing development of your direct reports and hold engaging Center meetings with a balanced focus of Cast Satisfaction, Guest satisfaction, and business results
Ensuring the delivery of strong academic results and parent satisfaction
Providing an exceptional level of service that only Disney can deliver and ensure operational goals and service standards are met
Empowering and coaching your Casts to make decisions regarding Guest satisfaction. Personally handle escalated concerns related to the Guest experience to bring about resolution in a timely and efficient manner and providing Guest Service Recovery as appropriate
Ensuring Center is open, closed and run with integrity and in compliance with company policy
Upholding all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct
Leading the Center with a balanced focus of Cast satisfaction, Guest Satisfaction, and business results. All are equally important to your success as a Center Manager.
Being immersed into the local community raising awareness of the Disney English Brand through marketing events and activities to increase your Center business and growth
Establishing monthly and quarterly sales targets and supports your team through coaching and training to grow the business
Recognizing and rewarding your team members for their contributions and efforts
Collaborating with National and Regional partners on the execution of business programs and processes
Efficiently manage your operating budget and P&L for the Center while keeping in mind Disney Four Keys: Safety, Courtesy, Show & Efficiency
A Center Manager success is measured by multiple factors. Including but not limited to the following:
Meeting your P&L goals
Meeting your Operating Income targets
Full finance controllership compliance of your Center
Your Center Cast turnover and engagement
Your Center Mystery shop visit score of 90% or higher
Basic Qualifications :
8 years’ experience in managing a fast growing retail or service / guest experience business.
Proven track record in team leadership – hiring in local community, performance management, and capability building and team engagement.
Bachelor degree or commensurate experience required.
High integrity, sense of compliance, code of conduct
Passion for people and the Disney Brand
Conversational English skills (or willingness to improve English to manage the team)
Strong Business savvy (including P&L)
Results driven spirit and capability
People leadership - hire/ delegate / engage / train and inspire people
Sense of community – local market and independent team
Manage change with confidence
Risk Management – identify obstacles and manage the potential impact
Plan and prioritize - know how to priorities the laser focus in line with the business stage
Be able to take heavy pressures
Self-motivated and balanced – work and life
More stable, committed to Disney
Across functions, across nationality (strong leadership can make this)
Effective communication and collaboration skills
Business analytical capability
Understand how to build brand in the market
Customer service and relationship management skills.
Execution capability to ensure the high standard and quality maintaining in the center.
Job ID: 584892BR
Job Posting Company: Parks, Experiences and Consumer Products