Retail Supervisor, Attractions & Guest Experience

Merlin Entertainments; Sydney; On-site; AUD 60,000 - 80,000; Full time

Benefits offered by this job

Free attractions access for employee

Birthday leave

Volunteer leave

Domestic and global opportunities to发展

Project leadership opportunities

Fun, dynamic workplace

Job summary

Merlin Entertainments, Darling Harbour Attractions, Sydney, seeks a Retail Supervisor to oversee daily retail and experiences across SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney. You will drive sales, lead and develop teams, and ensure exceptional guest service in a fast-paced environment.

You will monitor KPIs, manage stock and merchandising standards, support recruitment and training, and collaborate with the Commercial Manager to deliver world-class guest

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.
• Experience achieving sales targets and commercial KPIs.
• Strong inventory and stock management experience.
• Excellent communication and stakeholder management skills.
• Strong organisational, delegation and problem-solving capability.

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 supervision

Team leadership

Customer service

Sales targets

Inventory management

Communication

Stakeholder management

Organization

Problem solving

Tools

Outlook

Excel

Word

PowerPoint

Job description

Merlin Entertainments, Darling Harbour Attractions, Sydney, seeks a Retail Supervisor to oversee daily retail and experiences across SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney. You will drive sales, lead and develop teams, and ensure exceptional guest service in a fast-paced environment.

You will monitor KPIs, manage stock and merchandising standards, support recruitment and training, and collaborate with the Commercial Manager to deliver world-class guest