Commercial Manager

Merlin Entertainments; Toronto; On-site; CAD 70,000 - 85,000; Full time

Job summary

A leading entertainment company in Toronto seeks a Retail Manager overseeing day-to-day operations of the Retail and Food and Beverage areas. The ideal candidate will have management experience in the retail sector, a passion for delivering excellent guest experiences, and skills in inventory and team management. Responsibilities include meeting KPIs, training staff, and ensuring quality service. This role also offers competitive health benefits, paid time off, and a 401(k) program.

Benefits

Comprehensive medical, dental, and vision coverage

Paid Time Off (PTO)

Free entry for friends and family to parks & attractions

Recognition programs and rewards

401(k) Program with company matching

Tuition reimbursement programs

Qualifications

• Minimum three years of experience in retail or food and beverage industry.
• Three years of management experience required.
• Proven ability to manage multiple projects simultaneously.

Responsibilities

• Oversee day-to-day operations of Retail and Food and Beverage areas.
• Ensure the Retail Team delivers exceptional guest experiences.
• Manage inventory control and merchandising efforts.
• Develop and implement training programs for team members.

Skills

Leadership

Customer service

Multitasking

Operational management

Inventory control

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Office (Excel, Outlook, Word)

Job description

Job Title: Retail Manager

Operating Group: Gateway North America

Division: Retail Reports to: General Manager

Job Level: Manager Exemption Status: Exempt

Job Summary: 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

Key Responsibilities

• Meet or exceed all daily, weekly, monthly, and annual KPI and Mystery Visit targets.
• Ensure the Retail Team delivers world‑class experiences to guests.
• Deliver initial and ongoing training of Retail Team for safe, efficient operation.
• Work with GM to create and implement optimal labor budgets/schedules.
• Work with GM to create and execute merchandising, sales, seasonal plans, and incentives.
• Lead and manage Merchandising and Inventory Control programs.
• Lead the Retail Team to be Guest‑Obsessed, positive, proactive, and FUN.
• Ensure highest standards of service, cleanliness, technical operation, and safety are adhered to.
• Deliver specified revenue metrics for commercial areas operated by the Retail Team.
• Support and inform GM as part of the attraction Senior Leadership Team.
• Achieve/Maintain/Exceed acceptable status on Internal Audit, Health and Safety, and other areas.
• Trained, willing, and able to serve as Duty Manager.
• Recruit, hire, onboard, and train Retail Team.
• Ensure Retail Team delivers suggestive selling, upselling, and customer service strategies.
• Lead ordering and merchandising of retail areas, including evening and night shifts.
• Oversee timing of stock orders to maximize trading periods.
• Accountable for monthly inventory control, stock take, damage and waste logs, and cost control.
• Manage performance and growth of Retail Team through development plans and appraisals.
• Handle operational challenges and guest requests for merchandise.
• Recommend changes and improvements to GM based on financial and operational reports.
• Rectify guest complaints per policy and maintain records.
• Manage employment policies and procedures per HR guidance.
• Ensure proper coverage and staff utilization.
• Coach and manage Retail Team to maximize profit in assigned areas.
• Lead by example and serve as aspirational role model.
• Communicate policies and information with Retail Team.
• Lead daily/shift team briefings with SLT.
• Ensure supervisors are trained to deliver outstanding customer service and guest recovery.
• Maintain oversight and control of all assigned areas, investigate errors, complaints, and incidents.
• Follow SOPs for stock take, replenishment, and Futura processes.
• Complete required tasks in Futura Inventory Management System on time.
• Perform other duties as assigned.

Education and 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 experience in a visitor attraction, theme park, museum, hotel, theater, or equivalent environment. Proven ability to work on multiple projects simultaneously and multitask. Extensive knowledge of Microsoft Office (Excel, Outlook, Word). Highly self‑motivated, strong leader with success managing operational teams. Passion for providing excellent experiences to guests is critical.

Licenses and Certifications

Ability to obtain related licenses or certifications as required.

Travel Requirements

• May occasionally require local or domestic travel.

Health and Safety

Employees are responsible for the safety of themselves, their colleagues, and guests in line with Merlin Entertainments Group Health, Safety and Security Policy and applicable law. Managers are responsible for all aspects of Health, Safety, and Security within their team, ensuring risk assessments, safe working procedures, and compliance with policy. Incidents must be reported and investigated appropriately.

Working Conditions

• Attendance is mandatory.
• Must work flexible hours, including morning, evenings, holidays, and weekends.
• Physical demands: hearing and communication, sitting and standing for long periods, use of basic computer tools, wearing personal protective equipment, moving throughout attraction, standing/sitting/walking continuously, lifting up to 50 pounds.
• May be exposed to loud environments, corrosive materials, varying temperatures, wet or drafty conditions, interplays of light and sound.

Lifting Requirements

Must be able to lift items weighing up to 50 pounds with or without reasonable accommodation.

Additional Non‑Technical Competencies

• Adaptable – adjust approach and demeanor in real time.
• Collaborate – build partnerships to meet shared objectives.
• Communicate Effectively – deliver clear communications to diverse audiences.
• Ensure Accountability – hold self and others accountable to meet commitments.

Core Behaviors

• Care – exceed expectations for guests and people.
• Own Your Craft – sharpen skills and support growth.
• Drive and Discover – deliver best work and pursue opportunities.
• Go Together – build teamwork and trust, solve problems together.
• Enjoy the Ride – bring fun and optimism, learn from setbacks.

Benefits of Joining Merlin Entertainments!

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Outstanding Paid Time Off (PTO): Well‑deserved breaks to recharge.
• Merlin Magic Pass: Free entry for friends and family to parks & attractions.
• Recognition Programs and Rewards: Celebrate achievements and hard work.
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Support for further education and career growth.