Commercial Manager Legoland Discovery Cente

Overview

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 guest experiences, continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of the Retail Team for safe, efficient, and effective operation of assigned commercial areas.
• Work with the General Manager to create and implement optimal, compliant labor budgets and schedules for various day‑types and seasonal needs.
• Work with the 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 the GM as part of the attraction Senior Leadership Team.
• Achieve, maintain, and exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Be trained, willing, and able to serve as Duty Manager.
• Take responsibility for recruiting, hiring, onboarding, and ongoing training for the Retail Team.
• Ensure that the Retail Team is effectively delivering suggestive selling, upselling, and customer service strategies.
• Lead and manage the ordering and merchandising of retail areas, which may involve evening and night shifts.
• Oversee the timing of stock orders to maximize key trading periods and factor in lead times and IP rights involved for products.
• Be accountable for ongoing, monthly inventory control and stock‑take, management and investigation of damage and waste logs, controlling waste costs, and controlling stock loss.
• Manage performance and growth of the Retail Team through Personal Development Plans, Appraisals, and Training.
• Handle operational challenges as they occur, including responses to guest requests for merchandise replacement and other merchandise requests.
• Utilize financial reports, admission reports, KPI data, GM input, and senior leadership input to recommend changes and improvements to the GM.
• Manage and rectify guest complaints in assigned areas per practice and policy, ensuring records are maintained.
• Manage all policies and procedures related to employment as advised by Human Resources and the operations manual.
• Ensure proper coverage and staff utilization.
• Coach and manage the Retail Team to provide best‑in‑class guest experience and maximize profit in all assigned areas.
• Actively and consistently lead by example, serving as an aspirational role model.
• Clearly and effectively communicate existing and new policies, procedures, and information with the Retail Team.
• Take an active role with the attraction Senior Leadership Team in leading daily/shift team briefings.
• Ensure that supervisors and team members are trained and empowered to deliver outstanding customer service, including guest recovery as needed.
• Maintain oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.
• Follow all retail SOPs regarding stock‑take, replenishment, and Futura processes.
• Complete required tasks in the inventory management system on time to support inventory accuracy and AP compliance.
• Perform other duties as assigned.

• High School Diploma or GED (College degree preferred)
• Minimum three years of retail or food and beverage service industry experience
• Minimum three years of management experience in a visitor attraction, theme park, museum, hotel or theater…