Retail Lead — Guest Experience & Team Coach

Merlin Entertainments; 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

LEGO Group in Columbus, OH is seeking a dynamic retail leader to guide the front-line team and maintain exceptional guest experiences. You will drive guest care, coach staff, and lead daily briefings to ensure smooth operations.

You’ll collaborate with store leadership to uphold safety and presentation standards, while encouraging innovation and delivering sales opportunities across attraction-wide activities.

Qualifications

• LEGO product knowledge and a high school diploma or GED.
• At least one year of experience in a high-volume retail environment.
• Strong leadership and communication skills with a calm, confident approach.
• Excellent guest service, problem-solving, and attention to detail.
• Ability to multitask in a busy, high-energy setting; proficient with POS systems.
• Positive attitude and passion for creating memorable guest moments.

Responsibilities

• Lead from the Retail floor with example-based, shoulder-to-shoulder 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 high retail safety, presentation and guest service standards.
• Empower the team to handle service recovery moments confidently.
• Monitor guest-facing areas and contribute to an enhanced experience.
• Provide feedback to drive performance and maximize sales opportunities.
• Assist with training and performance support; support Duty Manager shifts.
• Encourage new ideas and innovation to improve the business.

Skills

LEGO product knowledge

Leadership

Guest service

Communication

Problem solving

Sales awareness

Multitasking

Calm/confident under pressure

Education

High school diploma or GED

Tools

POS/computerized systems

Job description

LEGO Group in Columbus, OH is seeking a dynamic retail leader to guide the front-line team and maintain exceptional guest experiences. You will drive guest care, coach staff, and lead daily briefings to ensure smooth operations.

You’ll collaborate with store leadership to uphold safety and presentation standards, while encouraging innovation and delivering sales opportunities across attraction-wide activities.