Multi-Venue Retail Lead — Guest Experience & KPIs

Merlin Entertainments; Sydney; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Free access to all attractions

Birthday leave

Volunteer leave

Global opportunities

Project leadership opportunities

Job summary

Merlin Entertainments is seeking a Retail Supervisor for our Darling Harbour attractions, covering SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney. You will oversee multiple outlets, drive commercial results, and lead a high-performing team delivering memorable guest experiences.

You will coach, onboard and develop staff, manage inventory, and ensure safety, compliance and top-notch service across venues.

Qualifications

• Experience in retail supervisory roles.
• Proven ability to deliver exceptional customer service and drive sales targets.
• Strong coaching, mentoring and people leadership skills.
• Experience achieving sales targets and KPIs.
• Strong inventory and stock management experience.

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 resolve escalated complaints across channels.
• Ensure stores are clean, stocked and aligned with visual merchandising standards.

Skills

Retail supervision

Customer service

Team development

Sales targets

Inventory management

Communication

Problem-solving

Tools

Microsoft Office

Job description

Merlin Entertainments is seeking a Retail Supervisor for our Darling Harbour attractions, covering SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney. You will oversee multiple outlets, drive commercial results, and lead a high-performing team delivering memorable guest experiences.

You will coach, onboard and develop staff, manage inventory, and ensure safety, compliance and top-notch service across venues.