COMMERCIAL MANAGER

Lewisville, TX, USA|

Job Overview

Benefits

Health care options

Paid Time Off

Merlin Magic Pass

recognition programs

401(k) program

Tuition Reimbursement

Learning and advancement opportunities

Job Description

Merlin Entertainments is a global leader in location-based, family entertainment. With a diverse portfolio of magical attractions including theme parks, resorts, and cultural experiences, Merlin is dedicated to creating memorable and joyful experiences for millions of guests worldwide. Known for popular destinations such as LEGOLAND, Madame Tussauds, SEA LIFE, and Alton Towers, the company employs thousands of passionate individuals who contribute to its mission of delivering exceptional guest service and operational excellence. As a company, Merlin embraces diversity and inclusion, fostering an environment where all employees can be themselves, grow, and thrive within a supportive team culture. The organization offers competitive salaries and comprehensive benefit packages, reflecting its commitment to the wellbeing and development of its workforce.

The role of Commercial Manager at Merlin Entertainments is a critical leadership position responsible for overseeing the efficient and effective day-to-day operations within assigned commercial areas, specifically Retail and Food and Beverage sectors at the attraction. This role demands a proactive approach to maximize profitability by adeptly managing people, processes, and vendors while delivering world-class guest experiences. The Commercial Manager will be accountable for meeting and exceeding key performance indicators, including revenue goals, customer satisfaction metrics, and operational standards such as safety, cleanliness, and technical functionality.

This position requires a dynamic leader who is passionate about guest service and skilled in managing operational teams within fast-paced, visitor-focused environments such as theme parks, museums, or hotels. The Commercial Manager will collaborate closely with the General Manager to develop and execute strategies covering labor budgeting, merchandising plans, inventory control, and incentive programs tailored to the unique rhythm of the attraction's daily and seasonal cycles. Training, coaching, and empowering the Retail Team to achieve excellence in guest service, suggestive selling, and upselling is an essential aspect of the role.

Furthermore, the Commercial Manager will play a significant role in maintaining compliance with company policies, health and safety standards, and internal audits while fostering a positive, guest-obsessed culture characterized by teamwork and fun. The role also includes responsibilities as a Duty Manager, requiring readiness to manage operational challenges and respond effectively to guest requests and complaints. By utilizing financial reports, KPIs, and leadership insights, this individual will recommend continuous improvements to enhance both operational efficiency and guest satisfaction.

With a minimum of three years' management experience in retail or food and beverage within visitor attractions or related sectors, combined with strong organizational, communication, and leadership skills, the Commercial Manager is expected to drive performance while inspiring and developing their team. Flexibility in working hours is required, including availability for mornings, evenings, weekends, and holidays to support attraction operations. Merlin offers a competitive pay range along with excellent benefits to support its employees' health, career growth, and work-life balance, making this an exciting opportunity for professionals eager to be part of a vibrant, global entertainment company committed to inclusion and excellence.

Job Requirements

High school diploma or GED
Minimum three years of retail or food and beverage service industry experience
Minimum three years of management experience in related environments
Proven multitasking abilities
Extensive knowledge of Microsoft Office
Desire to work in fast-paced environments
Ability to work flexible hours including mornings, evenings, weekends, and holidays
Ability to obtain related licensures or certifications if required
Ability to lift items up to 50 pounds
Ability to communicate and interact effectively
Willingness to adhere to health and safety policies and procedures
Ability to perform physical tasks including standing, sitting, bending, and using personal protective equipment

Job Qualifications

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 including in visitor attraction, theme park, museum, hotel or theater environments
Proven ability to work on multiple projects simultaneously and multitask
Extensive knowledge of Microsoft Office including Excel, Outlook, and Word
Desire to work in fast-paced environments
Highly self-motivated strong leader with success in managing operational teams
Passion for providing excellent guest experiences
Excellent communication, negotiation, interpersonal, and organizational skills

Job Duties

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 guests by 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 and schedules
Create and execute merchandising plans, sales plans, seasonal plans, and incentives with General Manager
Lead and manage merchandising and inventory control programs for the attraction
Lead the retail team to be guest-obsessed, positive, proactive, and fun
Ensure high standards of service, cleanliness, technical operation, and safety are adhered to
Deliver specified revenue metrics for commercial areas operated by retail team
Support and inform General Manager as part of the attraction Senior Leadership Team
Achieve, maintain, or exceed acceptable status on internal audit, health and safety, and other operational areas
Serve as Duty Manager when required
Take responsibility for recruiting, hiring, onboarding, and ongoing training for retail team
Ensure retail team effectively delivers suggestive selling, upselling, and customer service strategies
Manage ordering and merchandising of retail areas including evening and night shifts
Oversee stock orders to maximize key trading periods and factor in lead times and intellectual property rights
Manage monthly inventory control, stock take, damage and waste logs, and control stock loss
Manage performance and growth of retail team through personal development plans, appraisals, and training
Handle operational challenges including guest requests for merchandise replacements
Utilize financial and admission reports, KPIs, and leadership input to recommend improvements
Manage and rectify guest complaints per policy and maintain records
Manage employment policies and procedures as advised by Human Resources and Merlin Operations Manual
Ensure proper staff coverage and utilization
Coach and manage retail team to provide best-in-class guest experience and maximize profit
Lead by example as a role model
Communicate policies, procedures, and information clearly with retail team
Participate actively in daily and shift team briefings
Ensure supervisors and team members are trained and empowered to deliver outstanding customer service including guest recovery
Maintain oversight and control of all assigned areas, investigating errors, complaints, and incidents
Follow all retail SOPs regarding stock take, replenishment and Futura processes
Complete Futura Inventory Management System tasks promptly to support inventory accuracy and accounts payable compliance
Perform other duties as assigned