Retail Crew Lead, Netflix House - Philadelphia

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

Netflix House is a permanent entertainment venue where fans can interact with their favorite Netflix stories through immersive experiences and elevated hospitality. The first two locations will open at King of Prussia in Pennsylvania and Galleria Dallas in 2025. Netflix House is another step in Netflix's commitment to create immersive, in-person experiences for fans around the globe, including NETFLIX BITES Las Vegas, The Queen’s Ball: A Bridgerton Experience; Stranger Things: The Experience; Squid Game: The Experience, now open in New York, Madrid, Sydney and Seoul; and Stranger Things: The First Shadow, now open on London’s West End and coming to Broadway March 28. Netflix has reached 7.5 Million fans across 170 openings in 100 cities and 40 unique formats around the world with an average guest rating of 4.7 out of 5.

The Role

As the Crew Lead (Retail), you will partner with the Retail Manager and Retail Supervisor to oversee the daily Fan (what we call our guests) and Crew (what we call our employees) experience in the Shop at Netflix House. Your responsibilities include supervising the retail Crew Members during their shift, ensuring they engage with Fans, promote merchandise, and monitor staffing and sales levels. You will be tasked with overseeing daily break plans and supporting operational and technology-related troubleshooting. You are an individual who is passionate about sharing your Netflix fandom through clear communication, product knowledge, and a desire to create memorable experiences. The ideal Retail Crew Lead is dedicated to connecting with their Crew and Fans.

You will focus on pre-shift communications for your assigned Crew, while assisting Supervisors and the Manager On Duty to uphold operational, safety, and Fan service standards within your area throughout your shift. You will be expected to lead by example in real-time by supporting the Crew as they move through retail workspaces.

This on-site, hourly role reports to the Retail Manager with daily oversight by the Retail Supervisor and is based in King of Prussia, PA.

What you will do: 

• Act as the daily front-line supervisor of the retail Crew Members within Netflix House’s Shop, Kiosk, and Annex. 

• Assist with the ongoing presentation of retail displays by implementing the provided visual merchandising guidance.

• Assist with inventory, organization, and maintenance of back-of-house retail storage space.

• Conduct pre-shift meetings to inspire the Crew and ensure that all staff have the critical information they need to succeed. 

• Manage dynamic shift labor needs to ensure the correct number of Retail Crew Members are in place to meet daily attendance volume and event requirements.

• Liaise with the management team on operational needs and issues.

• Deliver a comprehensive Fan service strategy and act as the point of escalation for service recovery.

• Ensure the Crew Members provide best-in-class service to our Fans by providing them with knowledge and feedback.

• Act as a Netflix ambassador to help drive increased fandom and engagement with Netflix shows.

• Conduct on-the-job training for various roles.

• Execute Standard Operating Procedures (SOPs), including emergency procedures.

• Foster a culture of safety in all actions.

• Perform other duties as assigned.

What we need from you:

• Applicants must be at least 18 years of age to be considered for employment

• Prior experience leading teams in retail within immersive experiences, live entertainment, theme parks, or theatre.

• A calm, clear communicator who can prioritize tasks while staying responsive to Fan and Crew needs in a fast-paced work environment. 

• A passion for retail experiences that focus on providing outstanding service.

• Willingness to learn and/or understanding of environmental, health, and safety (EHS) protocols. 

• A strong sense of ownership, reliability, and pride in creating retail experiences for guests.

• Ability to inspire and provide feedback to Crew in real-time.

• General knowledge of the Netflix platform and shows.

• Availability to work days, nights, weekends, and holidays in a 365-day operation.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.