Retail Supervisor

Merlin Entertainments; Springfield (VA); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Merlin Magic Pass

Recognition Programs

401(k) Program

Tuition Reimbursement

Learning & Advancement Opportunities

Job summary

Merlin Entertainments is seeking a hands-on Retail Supervisor to lead the retail team and deliver memorable guest experiences at our LEGO Group attractions. You will drive safety, operational excellence, and commercial performance while mentoring staff on the shop floor.

The role requires a minimum of two years in a supervisory capacity within retail or guest-facing environments, with flexible availability including mornings, evenings, weekends, and holidays.

Qualifications

• High school diploma or GED required; college degree preferred.
• Previous supervisory or leadership experience in retail, hospitality, attractions, or customer-facing environments.
• Strong leadership, communication, coaching, and interpersonal skills.

Responsibilities

• Lead and inspire the Retail Team to deliver world-class service and achieve KPI targets.
• Oversee daily operations, training, and development of team members.
• Act as Duty Manager to support attraction operations and guest safety.
• Collaborate with Retail Manager on merchandising, inventory, and commercial goals.
• Respond to guest concerns professionally and maintain a positive culture on the shop floor.

Skills

Retail leadership

Guest experience

Team development

KPIs

Scheduling

Communication

Education

High school diploma or GED

College degree preferred

Job description

Lead The Team. Elevate The Experience. Drive Results.

Are you a passionate retail leader who thrives in a fast‑paced, guest‑focused environment? Do you enjoy motivating teams, delivering exceptional customer experiences, and driving business success? If so, we have the perfect opportunity for you!

We are seeking an energetic and hands‑on Retail Supervisor to lead our Retail Team in delivering memorable guest experiences while maintaining the highest standards of safety, operational excellence, and commercial performance. This is more than a supervisory role. You'll be a mentor, coach, problem solver, and role model who inspires a culture of positivity, accountability, and FUN.

The ideal candidate will have a minimum of two years of supervisory experience in a retail, visitor attraction, or customer‑facing environment. They will be a motivated and adaptable leader who thrives in a dynamic setting and is committed to delivering exceptional guest experiences. Flexibility is essential, as this role requires availability based on operational needs, including mornings, evenings, weekends, and holidays. Occasional evening or overnight shifts may also be required to support merchandising, inventory management, and other operational initiatives.

As a Retail Supervisor, you'll work closely with the Retail Manager to oversee daily retail operations, develop team members, and drive business results. You'll also serve as a Duty Manager, supporting the overall operation of the attraction and ensuring an outstanding experience for every guest.

What You'll DoDeliver Outstanding Guest Experiences

• Lead and inspire the Retail Team to consistently provide world‑class customer service.
• Create a guest‑obsessed culture focused on exceeding expectations and achieving mystery shop and KPI targets.
• Resolve guest concerns professionally and effectively, turning challenges into positive experiences.
• Ensure team members are trained and empowered to deliver exceptional service and guest recovery.

Lead, Develop, and Inspire the Team

• Be a visible, hands‑on leader by providing coaching, mentorship, and real‑time feedback on the sales floor.
• Support recruiting, hiring, onboarding, training, and ongoing development of retail team members.
• Manage performance through appraisals, development plans, and performance improvement processes.
• Recognize achievements and promote engagement through team incentives and rewards.
• Foster a positive, collaborative, and inclusive workplace where innovation and ideas are encouraged.

Drive Operational Excellence

• Ensure compliance with all health, safety, operational, and employment policies and procedures.
• Maintain exceptional standards of cleanliness, presentation, and operational efficiency throughout assigned areas.
• Lead daily team briefings and communicate updates, priorities, and business goals effectively.
• Respond quickly and effectively to operational challenges, incidents, and guest concerns.
• Monitor staffing levels to ensure efficient coverage and optimal team utilization.

Support Commercial Success

• Partner with the Retail Manager to drive revenue and achieve commercial performance goals.
• Support merchandising, inventory management, stock replenishment, and ordering processes.
• Monitor inventory accuracy and ensure timely completion of required inventory management tasks.
• Analyze key business metrics, including sales performance, KPIs, inventory levels, and guest feedback.
• Continuously evaluate retail spaces and recommend improvements to enhance visual appeal and profitability.

Serve as a Duty Manager

• Act as Duty Manager when required, overseeing attraction‑wide operations.
• Support multiple departments to ensure the attraction operates safely, efficiently, and successfully.
• Provide leadership during peak periods and respond confidently to operational incidents and emergencies.

This is what we do every day. Our 31,000+ awesome colleagues create and play together to spark the imaginations of children and LEGO® fans of all ages, all around the world.

Just imagine being part of this – playing with ideas, creating magical experiences, and learning while growing and building your dream career.

Qualifications & Experience

What We're Looking For

• High school or GED required. College degree preferred.
• Previous supervisory or leadership experience in retail, hospitality, attractions, entertainment, or a customer‑focused environment.
• Passion for delivering incredible guest experiences and developing high‑performing teams.
• Strong leadership, communication, coaching, and interpersonal skills.
• Ability to make sound decisions and remain calm under pressure.
• Excellent organizational and problem‑solving abilities.
• Experience working with KPIs, operational metrics, scheduling, and inventory management.
• Flexible availability, including weekends, holidays, evenings, and occasional overnight shifts.
• A positive attitude with a willingness to lead by example every day.

Benefits

• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards: Celebrate your achievements and hard work!
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!

Workplace- Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeksto encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career. Then make it real. Join the LEGO® team today.

Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group.

Pay Range

USD $22.00/Hr.