The Role at a Glance

The Jellycat Diner Experience Lead is the hands-on leader behind one of the most visible and theatrical experiences at FAO Schwarz.  This role leads the Jellycat Diner team, runs the operational routines behind the experience, and protects the playful magic guests expect when they step into the Diner.

Working closely with store leadership and partner teams, you balance people leadership, operational discipline, and high-energy guest engagement to keep the diner running smoothly.

 Creating the Magic

Lead the Experience

• Lead the day-to-day execution of the Jellycat Diner, ensuring the experience feels energetic, polished, and consistently guest-ready.
• Work shoulder-to-shoulder with the team during busy moments, role modeling the energy, pace, and guest engagement that bring the diner to life.
• Manage guest flow and pacing to ensure a smooth experience while keeping high engagement and theatrical quality.
• Keep the diner polished, organized, and fully “in the world,” safeguarding the playful magic guests expect from Jellycat and FAO Schwarz.

Lead the Team

• Onboard and train new Jellycat Diner Experience Associates, helping them ramp up quickly and perform confidently in their roles.
• Provide regular observations, coaching, feedback, and support across the team.
• Recognize strong performance and escalate people concerns when expectations are not met.
• Act as a steady leadership presence on the floor, helping associates feel supported, prepared, and confident.

Run the Operation

• Manage the reservation platform by releasing reservations on time and adjusting availability to match store hours and operational needs.
• Deploy the team efficiently so responsibilities are clear, coverage is balanced, and the diner operates smoothly throughout the day.
• Lead opening and closing routines, ensuring props, materials, and preparations are in place before service begins.

Drive Business Performance

• Understand how the Jellycat Diner contributes to store performance and support behaviors that encourage strong guest engagement and add-on purchases.
• Track guest flow and operational patterns to find ways to boost performance.
• Coach team members on guest engagement and sales techniques, ensuring they can confidently convert interest into action and consistently meet or exceed experience and sales goals.
• Share relevant performance data and trends with the team so they understand how the experience is contributing to store goals and where to focus their energy.

Partner Across the Store

• Champion both FAO Schwarz and Jellycat brand standards, ensuring the experience remains immersive, consistent, and aligned with guest expectations.
• Implement Jellycat product launches and operational updates, making sure the team is informed and ready for new releases.
• Collaborate with Visual, Operations, and Store Leadership teams to ensure a strong presentation and organization throughout the experience.
• Coordinate VIP and ad hoc bookings from internal stakeholders while protecting the guest experience and team capacity.

What Success looks like

You’re doing well in this role when:

• The Jellycat Diner feels lively, fun, and always magical for every guest.
• Guest flow, reservations, and VIP bookings operate smoothly with minimal disruption.
• Team members clearly understand expectations and confidently fulfill their roles.
• Team members are receiving regular feedback, growing in confidence, and performing their roles with increasing independence.
• New hires ramp up quickly and feel supported as they join the team.
• The experience remains organized, well-stocked, and operationally ready always.
• Guest concerns are handled quickly and professionally.
• Inventory and operational reporting remain accurate and reliable.
• You can confidently speak to how the experience is performing and where improvements can be made.

This role aligns with Level M3 in our Career Framework and reflects first-line leadership responsibility, subject-matter expertise in a specialized area, and growing ownership of team performance and delivery.  It provides a strong foundation for progression into Assistant Manager roles (Level M4)

 What you’ll bring

You don’t need to be perfect, but you do need to be confident leading a team in a fast-paced, high-energy environment. 

• 2+ years of leadership experience in retail, hospitality, theatre, performance, or experiential environments.
• Experience coaching and developing team members through feedback and daily leadership.
• Strong presence on the floor and confidence in making real-time decisions in a busy guest environment.
• Ability to balance theatrical guest engagement with strong operational execution.
• Comfortable working in a high-visibility environment where guests frequently photograph and film the experience.
• A genuine interest in toys, play, and the FAO Schwarz and Jellycat brands
• Ability to stand for extended periods and lift up to 25 pounds
• Flexibility to work days, evenings, weekends, and peak retail periods.

Experience in performance, improv, experiential-led, or live entertainment environments is highly valued.

The Perks of Play

Because Magic should be rewarding.

• Competitive hourly pay
• Generous bonus structure
• Medical, Dental, and Vision Plans 
• Paid time off
• Paid & Unpaid Sick Time
• Team member discount 
•  Commuter benefits 
• 401k match
• Opportunities for growth
• Training that builds confidence, skills, and product knowledge
• A workplace that celebrates creativity, individuality, and joy