Commercial Manager Legoland Discovery Center

Exemption Status
:
Exempt

Job Title
:
Retail Manager

Operating Group
:
Gateway North America

Division
:
Retail

Reports to
:
General Manager

Job Level
:
Manager

Job Summary
:
The Retail Manager is responsible for overseeing the efficient, effective, and safe day‑to‑day running of assigned commercial areas (Retail and Food and Beverage) of the attraction, while maximizing profitability through a proactive approach to people, process, and vendor management.

• Meet or exceed all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.
• Ensure the Retail Team consistently delivers world‑class experiences to guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Retail Team for safe, efficient, and effective operation of assigned commercial areas.
• Work with General Manager to create and implement optimal and compliant labor budgets/schedules for various day‑types and seasonal needs.
• Work with GM to create and execute merchandising plans, sales plans, seasonal plans, and incentives.
• Lead and manage the Merchandising and Inventory Control programs for the attraction.
• Lead the Retail Team to be Guest‑Obsessed, positive, proactive, and FUN.
• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Retail Team.
• Deliver specified revenue metrics for any commercial areas operated by the Retail Team.
• Support and inform GM as part of the attraction Senior Leadership Team.
• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Trained, willing, and able to serve as Duty Manager.
• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Retail Team.
• Ensures Retail Team is effectively delivering suggestive selling, upselling, and customer service strategies.
• Leads and manages the ordering and merchandising of retail areas, which may involve evening and night shifts.
• Oversees the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.
• Accountable for ongoing, monthly inventory control and stock take, management and investigation of damage and waste logs, controlling waste costs, and controlling stock loss.
• Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and Training.
• Handles operational challenges as they occur, including responses to guest requests for merchandise replacement and other merchandise requests.
• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.

• High School Diploma or GED; college degree preferred.
• Minimum three years of retail or food and beverage service industry experience with three years of management experience required, preferably in a visitor attraction, theme park, museum, hotel or theater environment.
• Proven ability to work on multiple projects simultaneously and multitask as necessary.
• Extensive knowledge of computers including Microsoft Office (Excel, Outlook, Word).
• Highly self‑motivated strong leader with proven success managing operational teams.
• Excellent communication, negotiation, interpersonal and organizational skills.
• Desire to work in fast‑paced environments.
• Ability to obtain related licences or certifications as required by law.

• Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.
• Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.
• Ensures proper coverage and staff utilization.
• Coaches and manages Retail Team to provide best‑in‑class guest experience and maximize profit.
• Actively and consistently leads by example and serves as aspirational role model.
• Clearly and effectively communicates existing and new policies, procedures, and information with Retail Team.
• Takes an active role in leading daily/shift team briefings.
• Ensures that Supervisors and team members are trained and…