Retail Lead: Guest Experience & Team Coach

Merlin; Columbus (OH); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Fantastic Health Coverage

Generous Paid Time Off

Merlin Magic Pass

Recognition and Rewards

401(k) Savings Plan

Tuition Assistance

Growth and Development

Job summary

Merlin Entertainments is seeking a dynamic Retail Team Lead to drive guest moments on the shop floor at our LEGO-themed experiences. You will model leadership, coach colleagues, and ensure daily operations run smoothly while upholding safety and presentation standards.

You’ll deliver outstanding guest care, lead briefings, and help maximize sales opportunities. A high school diploma and at least one year in a busy retail setting are required; pay starts at USD 16.00 per hour with benefits.

Qualifications

• High school diploma or GED
• At least 1 year of experience in a high-volume Retail environment
• LEGO product knowledge
• Strong leadership and communication skills
• Calm, confident approach in a busy, high-energy setting
• Excellent guest service and problem-solving abilities
• Sales awareness and attention to detail
• Comfort working with POS or computerized systems

Responsibilities

• Lead from the Retail floor with example-based leadership
• Deliver outstanding guest care aligned with Guest Obsession standards
• Motivate, coach, and develop team members to reach their full potential
• Deliver engaging daily team briefings and maintain clear communication
• Support daily operations and ensure all positions are effectively covered
• Uphold the highest retail standards of safety, presentation, and guest service
• Empower the team to handle service recovery moments
• Monitor guest-facing areas and enhance the overall experience
• Provide feedback to drive performance and maximize sales opportunities
• Assist with training and performance support
• Support Duty Manager shifts overseeing attraction-wide operations
• Encourage new ideas and innovation to improve the business

Skills

LEGO product knowledge

Leadership

Communication

Guest service

Problem-solving

POS familiarity

Multitasking

Organization

Sales awareness

Positive attitude

Education

High school diploma or GED

Tools

POS systems

Job description

Merlin Entertainments is seeking a dynamic Retail Team Lead to drive guest moments on the shop floor at our LEGO-themed experiences. You will model leadership, coach colleagues, and ensure daily operations run smoothly while upholding safety and presentation standards.

You’ll deliver outstanding guest care, lead briefings, and help maximize sales opportunities. A high school diploma and at least one year in a busy retail setting are required; pay starts at USD 16.00 per hour with benefits.