Commercial Manager Job Grapevine area,Texas USA,Retail

What you’ll bring to the team

Job Title: Commercial Manager

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.

Qualifications & Experience

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 the Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.

Work with the General Manager to create and implement optimal and compliant labor budgets and schedules for various day‑types and seasonal needs.

Work with the General Manager 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 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 General Manager as part of the attraction Senior Leadership Team.

Achieve, maintain, or exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.

Be trained, willing, and able to serve as Duty Manager.

Takes responsibility for recruiting, hiring, onboarding, and ongoing training for the Retail Team.

Ensure 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.

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 arise, including responses to guest requests for merchandise replacement and other merchandise requests.

Utilize financial reports, admission reports, KPIs, GM input, and Merln 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 in relation to employment as advised by Human Resources and the Merlin 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 and serve as an aspirational role model.

Clearly and effectively communicate existing and new policies, procedures, and information with the Retail Team.

Takes an active role, along with attraction SLT, 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 Futura Inventory Management System on time to support inventory accuracy and AP compliance.

The above list is not exclusive or exhaustive and may require undertaking such tasks as may reasonably be expected within the scope and grading of the role.

Perform other duties as assigned.

Education and Experience

High School Diploma or GED. College degree preferred.

Minimum three years of retail or food and beverage service industry…