Retail Manager

Merlin Entertainments; Kansas City (MO); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible hours

30% discount in the retail store

Merlin Magic Pass for free admission

Discounts through Merlin Marketplace

Fun working environment

Job summary

Merlin Entertainments is seeking a Commercial Manager to lead Retail, Food & Beverage, and Admissions at a major attraction in the United States. You will focus on guest experience, commercial performance, and safe, compliant execution, while delivering revenue and profitability through disciplined planning and inspirational leadership.

You will recruit and develop high‑performing teams, implement pricing and promotional strategies, and use data to identify trends and opportunities.

Qualifications

• Minimum 3 years’ management experience in retail, food & beverage, admissions, or hospitality within a high‑volume attraction.
• Strong commercial acumen with proven revenue and KPI delivery.
• Ability to lead, inspire, and develop operational teams.
• Confident communicator with collaboration and problem‑solving skills.
• Comfortable working in fast‑paced, seasonal guest‑facing environments.

Responsibilities

• Lead Retail, Food & Beverage, and Admissions to deliver guest experiences and commercial targets.
• Plan labor, budgets, and seasonal strategies with the General Manager and SLT.
• Drive upselling and pricing strategies across departments.
• Ensure compliance, safety, and quality standards across operations.
• Coach, develop, and motivate teams; act as Duty Manager when required.

Skills

Management experience

Commercial acumen

Team leadership

Communication

Operational systems proficiency

Job description

Job Purpose

The Commercial Manager is accountable for leading Retail, Food & Beverage, and Admissions operations to deliver exceptional guest experiences, strong commercial performance, and safe, compliant execution. The role maximizes revenue and profitability through inspirational people leadership, disciplined commercial planning, and a guest‑obsessed culture aligned to The LEGO Group’s values.

Key Accountabilities

Guest Experience & Brand Excellence

• Ensure all Retail, Food & Beverage, and Admissions teams consistently deliver world‑class, playful, and memorable guest experiences, exceeding KPI, per‑cap, transaction value, and mystery visit targets.
• Role‑model LEGO brand behaviors—fun, creativity, inclusivity, and authenticity—while embedding service excellence across the entire guest journey.
• Lead effective guest recovery and complaint resolution in line with company policies.

Commercial & Financial Performance

• Deliver revenue, margin, per‑cap, and transaction targets across all assigned commercial departments.
• Execute merchandising, F&B menus, pricing, seasonal, and promotional strategies to optimize peak trading periods.
• Drive effective upselling in Retail, Food & Beverage, and Admissions while maintaining a guest‑first mindset.
• Use commercial data, forecasts, and reports to identify trends, risks, and opportunities.

Leadership & Talent Development

• Recruit, onboard, train, and develop high‑performing teams across Retail, Food & Beverage, and Admissions.
• Build an inclusive, energized, and accountable culture where people feel valued, empowered, and proud of their work.
• Lead performance management through coaching, feedback, succession planning, and development plans.
• Act as a visible, hands‑on leader and aspirational role model.

Operations, Inventory & Compliance

• Oversee inventory, stock control, ordering cycles, waste, and loss prevention across Retail and Food & Beverage to ensure availability, accuracy, and cost control.
• Ensure Admissions operations are efficient, compliant, and optimized for throughput and guest flow.
• Maintain excellent results in internal audits, health & safety, food safety, and regulatory compliance.
• Ensure consistent execution of operating procedures, systems, and supplier lead‑time planning.

Planning & Collaboration

• Partner with the General Manager and Senior Leadership Team to plan labor, budgets, and seasonal operational strategies.
• Lead and serve as Duty Manager as required, responding calmly and decisively to operational challenges.
• Communicate clearly and consistently, ensuring teams understand goals, priorities, and expectations.
• Act as a collaborative team player, building strong partnerships across departments, sites, and The LEGO Group, sharing knowledge openly, and working collectively to achieve shared commercial and guest experience goals.

Skills & Experience

• Minimum 3 years’ management experience in retail, food & beverage, admissions, or hospitality, ideally within a high‑volume attraction or leisure environment.
• Strong commercial acumen with proven delivery of revenue, margin, and KPI results.
• Demonstrated ability to lead, inspire, and develop operational teams.
• Confident communicator with strong collaboration and problem‑solving skills.
• Comfortable working in fast‑paced, seasonal, and guest‑facing environments.
• Proficiency with operational systems and Microsoft Office tools.

Leadership Behaviors

• Put People First: Care deeply about guests and colleagues; lead with empathy and respect.
• Be Curious & Continuously Improve: Learn from feedback, innovate, and evolve ways of working.
• Deliver with Purpose: Focus on what matters most and follow through with accountability.
• Play Well Together: Collaborate openly, celebrate diversity, and bring optimism and fun to work.

Additional Requirements

• Flexibility to work evenings, weekends, holidays, and peak periods.
• Ability to meet the physical demands of a multi‑department attraction environment with reasonable accommodation.
• Commitment to the safety, wellbeing, and security of guests and colleagues.
• Occasional local or domestic travel may be required.

Benefits

• Flexible hours.
• 30% discount in the retail store. Merlin Magic Pass which gives you free admission to LEGOLAND Discovery Centers.
• Competitive 401K.
• Discounts through the Merlin Marketplace Website – on almost anything you buy online.
• FUN working environment and much more!

Pay Range

Competitive