Job Description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Freelance Experiential Storytelling & Performance Consultant

We are seeking a freelance creative specialist to help shape and deliver immersive customer experiences across a portfolio of experiential retail projects.

This role is ideal for someone with a background in theatre, themed entertainment, immersive experiences, live events, visitor attractions, or performance-based storytelling. You will work with our team to develop creative concepts, customer journeys, scripts, character interactions, and training programmes that transform retail environments into memorable, engaging experiences.

The successful candidate will combine creative storytelling with practical delivery, helping ensure experiences are both emotionally engaging and operationally effective.

Key Responsibilities

Experience & Story Development

• Develop narratives, story worlds, customer journeys, and interaction frameworks for experiential retail activations.

• Write scripts, scene structures, dialogue, performance cues, and guest interaction guidelines.

• Create engaging moments that encourage participation, discovery, and emotional connection.

• Apply storytelling principles from theatre, immersive experiences, and themed entertainment to retail environments.

Performance Design

• Design customer-facing interactions that bring experiences to life through performance and human engagement.

• Develop character concepts, behavioural guidelines, and performance approaches where appropriate.

• Advise on pacing, audience flow, guest engagement, and experiential design.

• Collaborate with creative, brand/retail design, and production teams to ensure storytelling is integrated throughout the experience.

Training & Capability Building

• Design and deliver training programmes for brand ambassadors, retail teams, hosts, and performers.

• Coach teams in storytelling, guest interaction, improvisation, role-play, and performance techniques.

• Develop playbooks, scripts, and training materials that support consistent delivery.

• Help teams confidently deliver both scripted and spontaneous customer interactions.

Experience Delivery

• Support rehearsals, workshops, pilot activations, and live events.

• Provide creative direction and performance feedback during implementation.

• Refine experiences based on customer feedback, observation, and operational learnings.

• Ensure experiences remain engaging while being scalable and repeatable.

Ideal Background

We are particularly interested in candidates with experience in one or more of the following:

• Theatre, acting, directing, dramaturgy, or performance coaching

• Immersive theatre and interactive experiences

• Themed entertainment and attraction design

• Theme parks and location-based entertainment

• Museum, exhibition, and visitor attraction experiences

• Live events, festivals, and experiential marketing

• Guest experience design and audience engagement

Skills & Qualities

• Exceptional storytelling and scriptwriting skills

• Strong understanding of audience psychology and engagement

• Experience coaching performers, hosts, or customer-facing teams

• Creative thinking combined with practical execution

• Strong facilitation and workshop leadership skills

• Ability to translate brand objectives into memorable human experiences

• Comfortable working collaboratively in fast-moving project environments

What Success Looks Like

• Retail experiences that feel immersive, engaging, and memorable

• Teams that confidently deliver experiences through performance and storytelling

• Customer interactions that generate emotional connection and advocacy

• Creative concepts that differentiate the brand and elevate the overall experience

• A repeatable framework for scaling experiential retail programmes across locations