Senior Operations Manager

Merlin Entertainments Group; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a leading entertainment company as a Senior Operations Manager at Cadbury World, where you will drive guest experiences and manage multi-department teams. Oversee operations, improve performance, and ensure safety, all while fostering an inclusive workplace. Benefits include generous discounts and a Merlin Magic Pass for free entry to attractions.

Benefits

40% off LEGO online and 25% discount in retail shops and restaurants

Merlin Magic Pass for free entry to attractions

Enjoy the Ride Pass for annual access

Private medical insurance

Discounted rates at Merlin hotels

Up to 55% off cinema tickets

Qualifications

• Strong P&L and budgeting experience.
• Skilled in leading large, multi-department teams.
• Experience in driving guest experience KPIs.

Responsibilities

• Lead and support operations teams across various departments.
• Drive day-to-day delivery of the visitor experience.
• Ensure a safe and welcoming environment for guests.

Skills

P&L Management

Team Leadership

Guest Experience KPIs

Commercial Performance Analysis

Rota Management

Health & Safety Knowledge

High-impact Decision Making

Cross-functional Collaboration

Operational Improvements

Job description

What you'll bring to the team

Ready to lead the magic behind the scenes?

We're looking for a strategic and hands-on Senior Operations Manager to join the Cadbury World senior leadership team. You’ll oversee a team of departmental managers across Guest Experience, Chocolate Making and our Education & Heritage Centre, helping shape the future of one of the UK’s most iconic attractions.

What you’ll do:

• Lead and support operations teams across guest experience, food & beverage, chocolate making and education.
• Drive day-to-day delivery of a brilliant visitor experience.
• Take ownership of performance outcomes including guest satisfaction, revenue, and team engagement.
• Ensure we deliver a safe, welcoming and inclusive space for every guest and every team member.
• Collaborate with marketing, finance, HR and tech teams to support attraction-wide success.
• Monitor, improve and report on operational performance – finding new ways to work smarter.
• Deliver financial goals including profit, cost control and secondary spend.
• Build a positive culture where feedback, development and recognition are part of daily life.

This is a full-time, permanent role, working any 5 days out of 7. This will include a fair share of weekends and bank holidays on a roster basis.

Qualifications & Experience

• Strong P&L and budgeting experience
• Skilled in leading large, multi-department teams
• Confident in driving guest experience KPIs
• Able to analyse and act on commercial performance data
• Experienced in rota management and labour cost control
• Knowledge of Health & Safety legislation and risk management
• Comfortable making high-impact decisions in live environments
• Skilled in cross-functional working with marketing, tech and finance
• Track record of delivering operational improvements

Benefits

• 40% off LEGO online and 25% discount in our retail shops and restaurants
• Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
• Enjoy the Ride Pass - giving you and 5 others a Merlin annual pass
• Private medical insurance – single cover
• Discounted rates at Merlin hotels all over the world
• Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at [e-mail] and one of the team will get back to you as soon as possible.

Pay Range

Competitive