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What you'll bring to the team

•** **Purpose of the Role

As the General Manager, you are the driving force behind your attraction’s success — ensuring world-class guest experiences, sustainable business growth, and a thriving team culture. You own the attraction’s **strategic direction, profitability, and guest satisfaction** , while leading by example through _The Merlin Way_ values:

We Care • Own Your Craft • Drive & Discover • Go Together • Enjoy the Ride

•** **Key Accountabilities

1. Leadership & Culture

+ Champion a **“Guest First”** culture — ensuring every experience is memorable.

+ Role model _The Merlin Way_ values through your leadership presence and actions.

+ Build high-performing, motivated, and inclusive teams with strong engagement.

+ Lead with empathy, agility, and a growth mindset — inspiring others to do the same.

+ Implement HR, DEI&A, wellbeing, and CSR initiatives to support an engaged workforce.

2. Business & Financial Performance

+ Deliver **EBITDA growth** , 5-year plans, and cost-control strategies.

+ Manage full **P&L responsibility** , ensuring sustainable growth and profitability.

+ Optimize **RPC (Revenue per Capita)** and yield across all Merlin channels.

+ Drive **volume strategy and market share** , maintaining a competitive advantage.

+ Oversee **capital projects** — delivered on time, on budget, and aligned with ROI goals.

+ Identify and activate **new revenue opportunities** and strategic partnerships.

3. Marketing & Commercial Strategy

+ Collaborate with Marketing to ensure robust, data-led attraction campaigns.

+ Understand guest insights to segment and target key markets.

+ Safeguard the brand across all PR, social, and marketing channels.

+ Utilize analytics and market intelligence to guide decision-making and innovation.

4. Guest Experience & Operations

+ Drive operational excellence ensuring **safe, efficient, and engaging** attraction performance.

+ Be a visible presence on-site — role modeling guest-facing behaviors.

+ Deliver exceptional guest satisfaction through continuous improvement.

+ Maintain a low-risk, high-safety environment through compliance and training.

+ Oversee staffing levels to match demand and uphold service standards.

5. Health, Safety & Security

+ Champion **Health, Safety, and Security (HSS)** as a core operational priority.

+ Ensure all risk assessments, business continuity, and crisis plans are active and updated.

+ Investigate and resolve incidents promptly, driving accountability and learning.

+ Promote a culture of **openness, awareness, and proactive safety** .

6. Collaboration & Influence

+ Build strong partnerships with **local businesses, non-profit organizations, and authorities** .

+ Work collaboratively across Merlin’s **matrix structure** , sharing best practices and aligning with group strategy.

+ Cascade clear communication and ensure team alignment across all departments.

+ Represent Merlin externally as a **brand ambassador** and community leader.

Qualifications & Experience

•** **Key Skills & Attributes

Competency** **Description

**Strategic Thinker** Understands the bigger picture and connects actions to long-term goals.

**Commercially Savvy** Financially astute with a data-driven, analytical approach.

**People Leader** Builds trust, inspires high performance, and develops future talent.

**Operational Expert** Balances guest experience, safety, and profitability seamlessly.

**Adaptable Innovator** Thrives in change, embraces creativity, and drives transformation.

**Collaborator** Works across functions, valuing diverse perspectives and shared success.

**Effective Communicator** Delivers clear, engaging messages for all audiences.

•** **Experience & Education

+ Bachelor’s degree in Business, Management, Marketing, or related field (preferred).

+ Minimum **3 years at Manager level** within a high-volume attraction or hospitality business.

+ Proven success in **P&L ownership** and delivering **EBITDA targets** .

+ Experience working with **family and children-focused environments** desirable.

+ Demonstrated track record of **driving engagement, innovation, and results** .

•** **Working Expectations

+ Flexible schedule including **weekends, evenings, and holidays** .

+ Occasional **domestic or international travel** required.

+ Must maintain a valid **driver’s license** and any applicable certifications.

+ Physically able to move through the attraction environment and perform essential functions.

•️** **Health & Safety Responsibilities

+ Ensure the safety and wellbeing of guests and employees at all times.

+ Comply with Merlin’s **Health, Safety & Security Policy** and all legal standards.

+ Lead your team in risk management, safe systems of work, and safety culture awareness.

•** **The Merlin Way in Action

Value** **How You Live It as a GM

**We Care** Prioritize safety, wellbeing, and community engagement.

**Own Your Craft** Lead continuous improvement and personal development.

**Drive & Discover** Seek innovation and growth opportunities.

**Go Together** Collaborate across attractions and teams globally.

**Enjoy the Ride** Bring positivity, resilience, and fun to every challenge.

•** **Success Measures

+ Attraction achieves or exceeds **EBITDA targets** .

+ Guest satisfaction scores and **NPS** are at or above target.

+ Employee engagement meets or exceeds company benchmark.

+ Health, safety, and compliance standards consistently maintained.

+ Attraction reputation strengthened through brand advocacy and community impact.

Benefits

Your Adventure Awaits! 🌟🌍

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

• Your Benefits Odyssey Begins Here:

• **Competitive Salary:**

+ Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

•️ **Generous PTO:**

+ Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

•‍⚕️ **Affordable Health Plans:**

+ Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

• **Global Access Pass:**

+ Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

•️ **Secure Your Future:**

+ Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

• **Continued Growth:**

+ Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.

Pay Range

Compensation between USD $80,000.00/Yr.-USD $90,000.00/Yr.

Submit a Referral (https://careers-na-merlinentertainments.icims.com/jobs/10157/cluster-general-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-NJ-East Rutherford_

**Job ID** _2025-10157_

**Employment Type** _Full-Time_

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

**Location Name** _SEA LIFE New Jersey_