Retail Manager - LEGOLAND Discovery Centre

Our Collective Goal

Create unforgettable, world-class experiences for every guest and foster a culture where each team member embodies The Merlin Way values: We Care, Own Your Craft, Drive and Discover, Go Together, and Enjoy the Ride.

Scope of the Role

As a Retail Manager, you’ll lead the day-to-day operations of our retail areas, ensuring efficiency, profitability, and exceptional guest experiences. You’ll champion team performance, manage inventory, and align merchandising strategies to maximize revenue.

Key Responsibilities

Guest-Centric Leadership

• Drive a culture of guest obsession by ensuring every interaction is positive, proactive, and memorable.
• Lead the team to consistently achieve Key Performance Indicators (KPIs) and Mystery Visit benchmarks.
• Handle guest concerns and merchandise requests with professionalism and empathy, turning challenges into opportunities to delight.

Operational Excellence

• Oversee daily operations, ensuring all retail areas meet standards of cleanliness, safety, and technical functionality.
• Manage merchandising and inventory programs, including stock ordering, visual displays, and seasonal planning.
• Collaborate with the General Manager and Commercial Team to optimize product offerings, pricing strategies, and sales incentives.

Team Development & Engagement

• Recruit, onboard, and develop a high-performing team, emphasizing training, mentorship, and continuous improvement.
• Conduct regular performance reviews, creating clear development pathways and recognizing achievements.
• Foster a collaborative and fun work environment, encouraging innovation and teamwork.

Financial Oversight

• Deliver revenue targets by managing budgets, labor costs, and profitability initiatives.
• Monitor stock levels, control waste, and reduce losses through efficient inventory management practices.
• Use Futura Inventory Management System and other tools to ensure financial accuracy and compliance.

Strategic Collaboration

• Partner with the Buying Team to align product selection with guest preferences and sales trends.
• Regularly analyze sales data and guest feedback to implement improvements and enhance performance.
• Align with Senior Leadership to develop and execute long-term strategies for retail success.

Health & Safety Leadership

• Uphold company policies to ensure the safety and well-being of all team members and guests.
• Conduct risk assessments, enforce safe working practices, and lead by example in maintaining a secure environment.
• Investigate and resolve incidents promptly, taking corrective action to prevent recurrence.

Why This Role Matters

As Retail Manager, you are the driving force behind our retail magic. Your ability to blend strategic thinking, operational expertise, and leadership will ensure our retail spaces are as memorable as the attraction itself. By championing team engagement, maximizing profitability, and delivering exceptional guest experiences, you’ll play a pivotal role in making every visit extraordinary.

Let’s create moments that guests treasure for a lifetime!

Qualifications & Experience:

Education and Experience

• Minimum Requirements:

  • High School Diploma or GED required; college degree preferred.
  • Minimum of three (3) years of retail or service industry experience with at least three (3) years of management experience, preferably in a visitor attraction, theme park, museum, hotel, or theater environment.
  • An equivalent combination of education and experience may be considered.

• Preferred Qualifications:

  • Customer service experience, particularly in roles involving direct interaction with children and families.
  • Strong interpersonal skills, with a fun and outgoing demeanor that aligns with delivering exceptional service.
  • Proven ability to work both independently and collaboratively in a fast-paced, multi-tasking environment.
  • Excellent verbal and written communication skills to effectively interact with guests, team members, and leadership.

Work Environment

• Work is performed in various indoor and outdoor settings, subject to fluctuating temperatures and diverse floor surfaces.

Additional Requirements

• Flexible Scheduling: Must be willing to work evenings, holidays, and weekends to meet operational needs.
• Adaptability: Be prepared to take on additional duties as assigned to support the overall success of the site.

Your ability to adapt, lead, and connect with both guests and team members in a dynamic environment will make you an integral part of our team, delivering memorable experiences every day!

Your Adventure Awaits!

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

Your Benefits Odyssey Begins Here:

 Competitive Salary:

• Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

️ Generous PTO:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

‍⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

 401(k) Matching Plan:

• Your financial goals are important. Benefit from our 401(k) matching plan to help you build a secure future.

 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.