Retail Supervisor

About the role

We are seeking an energetic and hands-on Retail Supervisor to lead our Retail Team in delivering memorable guest experiences while maintaining the highest standards of safety, operational excellence, and commercial performance. This is more than a supervisory role. You'll be a mentor, coach, problem solver, and role model who inspires a culture of positivity, accountability, and FUN.

Responsibilities

• Deliver Outstanding Guest Experiences
  • Lead and inspire the Retail Team to consistently provide world-class customer service.
  • Create a guest-obsessed culture focused on exceeding expectations and achieving mystery shop and KPI targets.
  • Resolve guest concerns professionally and effectively, turning challenges into positive experiences.
  • Ensure team members are trained and empowered to deliver exceptional service and guest recovery.
• Lead, Develop, and Inspire the Team
  • Be a visible, hands-on leader by providing coaching, mentorship, and real-time feedback on the sales floor.
  • Support recruiting, hiring, onboarding, training, and ongoing development of retail team members.
  • Manage performance through appraisals, development plans, and performance improvement processes.
  • Recognize achievements and promote engagement through team incentives and rewards.
  • Foster a positive, collaborative, and inclusive workplace where innovation and ideas are encouraged.
• Drive Operational Excellence
  • Ensure compliance with all health, safety, operational, and employment policies and procedures.
  • Maintain exceptional standards of cleanliness, presentation, and operational efficiency throughout assigned areas.
  • Lead daily team briefings and communicate updates, priorities, and business goals effectively.
  • Respond quickly and effectively to operational challenges, incidents, and guest concerns.
  • Monitor staffing levels to ensure efficient coverage and optimal team utilization.
• Support Commercial Success
  • Partner with the Retail Manager to drive revenue and achieve commercial performance goals.
  • Support merchandising, inventory management, stock replenishment, and ordering processes.
  • Monitor inventory accuracy and ensure timely completion of required inventory management tasks.
  • Analyze key business metrics, including sales performance, KPIs, inventory levels, and guest feedback.
  • Continuously evaluate retail spaces and recommend improvements to enhance visual appeal and profitability.
• Serve as a Duty Manager
  • Act as Duty Manager when required, overseeing attraction-wide operations.
  • Support multiple departments to ensure the attraction operates safely, efficiently, and successfully.
  • Provide leadership during peak periods and respond confidently to operational incidents and emergencies.

Qualifications & Experience

• High school or GED required. College degree preferred.
• Previous supervisory or leadership experience in retail, hospitality, attractions, entertainment, or a customer-focused environment.
• Passion for delivering incredible guest experiences and developing high-performing teams.
• Strong leadership, communication, coaching, and interpersonal skills.
• Ability to make sound decisions and remain calm under pressure.
• Excellent organizational and problem-solving abilities.
• Experience working with KPIs, operational metrics, scheduling, and inventory management.
• Flexible availability, including weekends, holidays, evenings, and occasional overnight shifts.
• A positive attitude with a willingness to lead by example every day.

Benefits

• 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.

Pay

USD $22.00/Hr.