Commercial Manager

Commercial Manager – Merlin Entertainments – Springfield, VA

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.

Operating Group:
Gateway North America. Division:
Retail.

Reports to:

General Manager. Job Level: Manager.
Exemption Status:
Exempt

• Meets or exceeds 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 our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.
• Work with General Manager (GM) 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.
• Manages 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 HR 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 in all assigned areas.
• 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, along with attraction SLT, in leading daily/shift team briefings.
• Ensures that Supervisors and team members are trained and empowered to deliver outstanding customer service - including guest recovery as needed.
• Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.
• Follow all retail SOP’s regarding stock take, replenishment and Futura processes.
• Completes 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.

• Meets or exceeds all daily, weekly, monthly, and annual Per…