General Manager

What you'll bring to the team Role Summary The General Manager is responsible for leading the overall performance, strategy, and day‑to‑day operations of a single attraction or multi‑site cluster. This role is accountable for delivering sustainable EBITDA growth, driving market share, and ensuring exceptional guest experiences that align with Merlin’s global standards. As a visible and influential leader, the General Manager fosters a high‑performing, guest‑first culture, ensuring teams are engaged, empowered, and consistently delivering memorable, world‑class experiences. Key Accountabilities Commercial Performance & Strategy Own full P&L accountability, driving revenue growth, profitability, and long‑term financial performance Develop and execute commercial strategies to increase visitation, market share, and yield across all channels Optimize pricing, promotions, and trading performance to maximize revenue per capita (RPC) Identify and activate new revenue opportunities and growth levers Operational Excellence Lead day‑to‑day operations to ensure efficiency, productivity, and delivery of best‑in‑class standards Ensure optimal staffing models and operational readiness across all functions Deliver capital projects on time, on budget, and aligned to ROI expectations Drive continuous improvement and operational innovation Guest Experience & Brand Leadership Champion a guest‑first culture, ensuring every visitor has a memorable experience Act as a brand ambassador, protecting and enhancing Merlin’s reputation Utilize guest insights and data to improve satisfaction and overall experience People Leadership & Culture Build, develop, and inspire high‑performing, customer‑centric teams Drive employee engagement, retention, and succession planning Lead all talent processes, including performance management, DEI&A, and wellbeing initiatives Embed Merlin values into daily behaviors and decision‑making Stakeholder & Partnership Management Develop strong partnerships with local communities, businesses, and stakeholders Collaborate across a global, matrixed organization to deliver strategic objectives Support and implement Merlin‑wide initiatives and best practices Health, Safety & Compliance Lead a culture of safety excellence, ensuring full compliance with all health, safety, and security standards Maintain robust risk management, business continuity, and crisis response plans Qualifications & Experience Experience & Skills Proven leadership experience managing a complex, high‑volume operational business Strong commercial acumen with a track record of delivering EBITDA and revenue growth Experience in P&L ownership, pricing strategy, and performance optimization Ability to leverage data and customer insights to drive decision‑making Skilled in leading cross‑functional teams and influencing stakeholders Experience in developing talent pipelines and high‑performance cultures Leadership Profile Commercially driven with strong financial and strategic mindset People‑focused leader who inspires, coaches, and develops teams Guest‑centric with a passion for delivering exceptional experiences Agile and resilient in a fast‑paced, dynamic environment Collaborative with the ability to influence across multiple stakeholders Working Environment Requires flexibility to work weekends, holidays, and varying hours Operates in a fast‑paced, guest‑facing environment May require occasional domestic or international travel Merlin Values We Care – Put guests and people at the heart of everything we do Own Your Craft – Continuously improve and deliver excellence Drive and Discover – Seek innovation and growth opportunities Go Together – Collaborate to achieve shared success Enjoy the Ride – Bring energy, positivity, and fun to the workplace Benefits Competitive Salary – Salary recognizes talent and supports career growth Generous PTO – Time off to recharge and explore Affordable Health Plans – Medical, vision, and dental coverage Global Access Pass – Free entry to all Merlin attractions worldwide for you and immediate family Life Insurance – Company‑paid term life insurance for peace of mind Continued Growth – Opportunities for development within a global organization Pay Range USD $85,000.00 / Yr #J-18808-Ljbffr