Retail Crew Lead, Netflix House - Philadelphia

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

Netflix House is a first-of-its-kind, permanent, year-round home for fans where you can explore, play, taste and shop your way through your favorite Netflix stories. It’s free to enter, and once inside, you can dive into activities that immerse you in your favorite titles with a mix of complimentary and paid experiences. With fresh experiences dropping regularly throughout the year, there's always a new reason to come back.

The Role

As the Crew Lead (Retail), you will partner closely with the Retail Manager and Retail Supervisor to oversee the daily Fan (our guests) and Crew (our employees) experience within the Shop, Kiosk, and Annex at Netflix House. This role is a critical frontline leadership position responsible for driving visual excellence, sales performance, operational execution, and team engagement on the floor.

The ideal candidate is a strong retail leader and visual merchant with a sharp eye for detail, a passion for storytelling through product, and the ability to translate data and observations into actionable results. You lead with confidence, operate with urgency, and take ownership of both the business and the team experience.

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

What You Will Do

Leadership Experience

• Act as the daily front-line leader for Retail Crew Members, setting clear expectations and leading by example on the floor.
• Conduct pre-shift meetings that energize the Crew, communicate priorities, share key business updates, and reinforce service and safety standards.
• Provide real-time coaching, feedback, and recognition to drive engagement, accountability, and performance.
• Support onboarding and on-the-job training across retail roles.
• Communicate daily observations that can positively impact the operations to the leadership team.
• Effectively reinforces expectations and accountability among crew members.
  
  

Fan Experience & Sales Performance

• Ensure Crew Members deliver best-in-class Fan service, acting as the point of escalation for service recovery.
• Partner with Crew Members to actively drive sales results, leveraging product knowledge, storytelling, and Fan engagement.
• Translate sales data and business insights provided by the Retail Manager into clear, actionable floor processes that improve conversion, attachment, and overall performance.
• Gather daily customer observations and feedback, identifying trends, friction points, and opportunities to improve the Fan experience and business outcomes.
  
  

Visual Merchandising & Storytelling

• Execute and maintain visual merchandising standards by following provided planograms, visual directives, and brand guidelines.
• Demonstrate a strong eye for visual detail and an understanding of how product storytelling drives Fan engagement and sales.
• Ensure merchandising is consistently executed, maintained, and adjusted throughout the day to support business needs.
• Partner with peer leads and management to uphold visual excellence across all retail environments.
  
  

Operations, Inventory & Safety

• Assist with inventory management, organization, and maintenance of back-of-house storage spaces.
• Support shipping and receiving operations, including large-volume deliveries and pallets containing apparel, toys, watches, jewelry, collectibles, popcorn, beverages, and other retail product.
• Work collaboratively with peer leads to ensure accurate processing, organization, and movement of inventory.
  
  

What We’re Looking For

• Must be 18 years of age or older.
• Proven leadership experience in retail, visual merchandising, sales, and/or inventory operations—preferably within immersive experiences, live entertainment, theme parks, or high-volume specialty retail.
• Strong background in visual merchandising, with experience executing planograms and using storytelling to bring product to life.
• Demonstrated ability to drive sales results through team leadership, data interpretation, and floor execution.
• Strong communication skills to deliver daily operational, customer, and Crew insights to management.
• Experience with shipping and receiving large quantities of inventory, including palletized deliveries.
• A proactive self-starter who demonstrates initiative and succeeds in a dynamic, fast-paced environment.
• Calm, confident communicator who can prioritize effectively while remaining responsive to Fan and Crew needs.
• Ability to prioritize workload, manage deadlines, and ensure projects are completed through execution.
• Willingness to learn and/or working knowledge of environmental, health, and safety (EHS) standards.
• Ability to work days, nights, weekends, and holidays in a 365-day operation.
• General knowledge of the Netflix platform and shows, with enthusiasm for sharing fandom.
• Manage dynamic staffing needs, adjusting labor in real time to meet attendance, event flow, and business demands.
• Execute all Standard Operating Procedures (SOPs), including emergency protocols.
• Foster a strong culture of safety, ensuring compliance and proactive identification of risks within the retail space.
• Support operational and technology-related troubleshooting as needed.
  
  

Compensation: $24.08 - $35.10 per hour

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you need an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

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.

Netflix House is a unique culture and environment. Learn more here.

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