Multi-Outlet Retail Leader — Guest Experience & Growth

Sea Life; Sydney; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free access to attractions

Birthday leave

Global career development

Lead projects

Fun workplace

Job summary

SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney require a Retail Supervisor to lead daily operation of Darling Harbour outlets, drive sales targets and guest experience, and support the Commercial Manager.

You will mentor teams, deliver training, manage stock, and ensure standards across outlets, while promoting a safe, engaging guest environment and contributing to Merlin Entertainments' world-class family experiences.

Qualifications

• Previous retail supervisory, team leader or management experience.
• Proven ability to deliver exceptional customer service and guest recovery outcomes.
• Strong coaching, mentoring and people leadership skills.

Responsibilities

• Lead and support the day-to-day operation of all Darling Harbour retail outlets and commercial experiences.
• Drive achievement of sales targets and KPIs including revenue per capita, upsell performance, guest satisfaction and budget targets.
• Coach, mentor and develop team members to deliver world-class customer service and commercial results.
• Deliver ongoing training, product knowledge sessions and performance feedback to the team.
• Support recruitment, onboarding and development of new team members.
• Manage guest feedback and effectively resolve escalated complaints both in person and through digital channels.
• Ensure stores are clean, well-presented, fully stocked and aligned with visual merchandising standards and marketing campaigns.
• Monitor inventory levels, identify stock shortages and work with the ANZ Retail Hub to manage orders and supplier processes.
• Support the operation of the SEA LIFE Sydney Online Store, including product availability and inventory management.
• Assist with stocktakes, analyse results and present findings and recommendations to stakeholders.
• Communicate daily sales targets, operational updates and service delivery expectations to the team.
• Promote a strong culture of safety, compliance and operational excellence across all retail environments.
• Identify opportunities for continuous improvement and implement solutions that enhance team engagement, guest experience and commercial performance.

Skills

Retail leadership

Guest service

Team development

Sales targets

Tools

MS Office

Job description

SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney require a Retail Supervisor to lead daily operation of Darling Harbour outlets, drive sales targets and guest experience, and support the Commercial Manager.

You will mentor teams, deliver training, manage stock, and ensure standards across outlets, while promoting a safe, engaging guest environment and contributing to Merlin Entertainments' world-class family experiences.