Commercial Manager

About the role

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.

Responsibilities

• Mets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.
• Ensures the Retail Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Delivers initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.
• Works with General Manager (GM) to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.
• Works with GM to create and execute merchandising plans, sales plans, seasonal plans, and incentives.
• Leads and manages the Merchandising and Inventory Control programs for the attraction.
• Leads the Retail Team to be Guest-Obsessed, positive, proactive, and FUN.
• Ensures that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Retail Team.
• Delivers specified revenue metrics for any commercial areas operated by the Retail Team.
• Supports and informs GM as part of the attraction Senior Leadership Team.
• Achieves/Maintains/Exceeds acceptable or better status on Internal Audit, Health and Safety, and other areas.
• 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.
• 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.
• Covers and manages the 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.
• Follows 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.

Qualifications & 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.
• 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.

Skills

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

Ability to obtain related licensures or certifications as may be required to perform the essential function of the position or as required by law.

Ability to lift items weighing up to 50 pounds with or without reasonable accommodation.

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

Pay Range

Competitive