Retail Manager

What you'll bring to the team

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.

Meets or exceeds all daily, weekly, monthly, and annual Per Cap, Transaction Value, KPI, and Mystery Visit targets.

1. Ensure the Retail Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.
2. Deliver initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of assigned commercial areas.
3. Work with General Manager (GM) to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.
4. Work with GM to create and execute merchandising plans, sales plans, seasonal plans, and incentives.
5. Lead and manage the Merchandising and Inventory Control programs for the attraction.
6. Lead the Retail Team to be Guest-Obsessed, positive, proactive, and FUN.
7. Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Retail Team.
8. Deliver specified revenue metrics for any commercial areas operated by the Retail Team.
9. Support and inform GM as part of the attraction Senior Leadership Team.
10. Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
11. Trained, willing, and able to serve as Duty Manager.
12. Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Retail Team.
13. Ensures the Retail Team is effectively delivering suggestive selling, upselling, and customer service strategies.
14. Leads and manages the ordering and merchandising of retail areas, which may involve evening and night shifts.
15. Oversees the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.
16. Accountable for ongoing, monthly inventory control and stock take, management and investigation of damage and waste logs, controlling waste costs, and controlling stock loss.
17. Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and Training.
18. Handles operational challenges as they occur, including responses to guest requests for merchandise replacement and other merchandise requests.
19. Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.
20. Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.
21. Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.
22. Ensures proper coverage and staff utilization.
23. Coaches and Manages Retail Team to provide best-in-class guest experience and maximize profit in all assigned areas.
24. Actively and consistently leads by example and serves as aspirational role model.
25. Clearly and effectively communicates existing and new policies, procedures, and information with Retail Team.
26. Takes an active role, along with attraction SLT, in leading daily/shift team briefings.
27. Ensures that Supervisors and team members are trained and empowered to deliver outstanding customer service - including guest recovery as needed.
28. Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and incidents.
29. Follow all retail SOP’s regarding stock take, replenishment and Futura processes.
30. Completes required tasks in Futura Inventory Management System on time to support inventory accuracy and AP compliance.
31. 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.
32. Perform other duties as assigned.

Qualifications & Experience

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 including a visitor attraction, theme park, museum, hotel or theater environment, or equivalent combination of experience and education. Proven ability to work on multiple projects simultaneously and multitask as necessary. Extensive knowledge of computers including Microsoft Office - Excel, Outlook, and Word. Desire to work in fast-paced environments. Highly self–motivated strong leader with proven success managing operational teams. Passion for providing excellent experiences to our guests is critical. This combined with excellent communication, negotiation, interpersonal and organizational skills will be vital in driving visitor numbers to the attraction and getting the most out of your team.

Benefits

Benefits of Merlin Entertainments

• Excellent health care options (medical, dental, and vision that encourage preventative care).
• Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
• Merlin Magic Pass for friends and family to enjoy the parks & attractions.
• Recognition Programs and Rewards.
• 401(k) program with company match.
• Tuition reimbursement programs.
• Numerous learning and advancement opportunities.

Pay Range

From USD $72,000.00/Yr.