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What you'll bring to the team

Job Title: Commercial Manager

Operating Group: Gateway North America

Division: Retail

Reports to: General Manager

Job Level: Manager

Exemption Status: Exempt

Job Summary:

The Retail Manager is responsible for overseeing the efficient, effective, and safe day-to-day running of assigned

commercial areas (Retail and Food and Beverage) of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management

Qualifications & Experience

Key Responsibilities:

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit

targets.

• Ensure the Retail Team consistently delivers world-class experiences to our guests, as evidenced by

continuously meeting or exceeding KPI and Mystery Visit targets.

• Deliver initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of

assigned commercial areas.

• Work with General Manager (GM) to create and implement optimal and compliant labor

budgets/schedules for various day-types and seasonal needs.

• Work with GM to create and execute merchandising plans, sales plans, seasonal plans, and incentives.

• Lead and manage the Merchandising and Inventory Control programs for the attraction.

• Lead the Retail Team to be Guest-Obsessed, positive, proactive, and FUN.

• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are

adhered to by the Retail Team.

• Deliver specified revenue metrics for any commercial areas operated by the Retail Team.

• Support and inform GM as part of the attraction Senior Leadership Team.

• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.

• Trained, willing, and able to serve as Duty Manager.

• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Retail Team.

• Ensures Retail Team is effectively delivering suggestive selling, upselling, and customer service strategies.

• Leads and manages the ordering and merchandising of retail areas, which may involve evening and night

shifts.

• Oversees the timing of the stock orders to maximize key trading periods and factor in the lead times and

IP rights involved for products.

• Accountable for ongoing, monthly inventory control and stock take, management and investigation of

damage and waste logs, controlling waste costs, and controlling stock loss.

• Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and

Training.

• Handles operational challenges as they occur, including responses to guest requests for merchandise

replacement and other merchandise requests.

• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to

recommend changes and improvements to GM.

Retail Manager

Job Description

• Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are

maintained.

• Manages all policies and procedures in relation to employment as advised by Human Resources and

Merlin Operations Manual.

• Ensures proper coverage and staff utilization.

• Coaches and Manages Retail Team to provide best-in-class guest experience and maximize profit in all

assigned areas.

• Actively and consistently leads by example and serves as aspirational role model.

• Clearly and effectively communicates existing and new policies, procedures, and information with Retail

Team.

• Takes an active role, along with attraction SLT, in leading daily/shift team briefings.

• Ensures that Supervisors and team members are trained and empowered to deliver outstanding customer

service - including guest recovery as needed.

• Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and

incidents.

• Follow all retail SOP’s regarding stock take, replenishment and Futura processes.

• Completes required tasks in Futura Inventory Management System on time to support inventory accuracy

and AP compliance.

• The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be

expected within the scope and grading of the role.

• Perform other duties as assigned.

Education and Experience:

High School Diploma or GED. College degree preferred. Minimum three years of retail or food and beverage service

industry experience with three years of management experience required including a visitor attraction, theme park,

museum, hotel or theater environment, or equivalent combination of experience and education. Proven ability to

work on multiple projects simultaneously and multitask as necessary. Extensive knowledge of computers including

Microsoft Office - Excel, Outlook, and Word. Proven ability to work on multiple projects simultaneously and multi-task as necessary. Desire to work in fast-paced environments. Highly self–motivated strong leader with proven

success managing operational teams. Passion for providing excellent experiences to our guests is critical. This

combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in driving

visitor numbers to the attraction and getting the most out of your team.

Licenses and Certifications

Ability to obtain related licensures or certification as may be required to perform the essential function of the

position or as required by law.

Travel Requirements:

• May occasionally require local or domestic travel

Benefits

• Benefits of Joining Merlin Entertainments! 🎉

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.

• Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge!

• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡

• Recognition Programs and Rewards: Celebrate your achievements and hard work!

• 401(k) Program: Save for the future with company matching contributions.

• Tuition Reimbursement Programs: Get support for further education and career growth.

• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨

Pay Range

Competitive

Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/10987/commercial-manager/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834381883)

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters!

Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

**Location (Country-State-City)** _US-VA-Springfield_

**Job ID** _2025-10987_

**Employment Type** _Full-Time_

**Offer/Contract Type** _At Will (US Only)_

**Location Name** _LEGO Discovery Center Washington_