Commercial Manager Legoland Discovery Center

Overview Exemption Status: Exempt Job Title: Retail Manager Operating Group: Gateway North America Division: Retail Reports to: General Manager Job Level: Manager 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. Key Responsibilities 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 guest experiences, continuously meeting or exceeding KPI and Mystery Visit targets. Deliver initial and ongoing training of the Retail Team for safe, efficient, and effective operation of assigned commercial areas. Work with the General Manager to create and implement optimal, compliant labor budgets and schedules for various day‑types and seasonal needs. Work with the 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 the GM as part of the attraction Senior Leadership Team. Achieve, maintain, and exceed acceptable or better status on Internal Audit, Health and Safety, and other areas. Be trained, willing, and able to serve as Duty Manager. Take responsibility for recruiting, hiring, onboarding, and ongoing training for the Retail Team. Ensure that 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. Be 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 occur, including responses to guest requests for merchandise replacement and other merchandise requests. Utilize financial reports, admission reports, KPI data, GM input, and 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 related to employment as advised by Human Resources and the 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, serving as an aspirational role model. Clearly and effectively communicate existing and new policies, procedures, and information with the Retail Team. Take an active role with the attraction Senior Leadership Team 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 the inventory management system on time to support inventory accuracy and AP compliance. 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 experience Minimum three years of management experience in 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, Word) Highly self‑motivated, strong leader with proven success managing operational teams Passion for providing excellent guest experiences Excellent communication, negotiation, interpersonal, and organizational skills Ability to obtain related licensures or certifications as required Travel Requirements May occasionally require local or domestic travel. Health and Safety Employees are responsible for the safety of themselves, their colleagues, and guests in line with the company Health, Safety and Security Policy and applicable law. Managers are responsible for all aspects of Health, Safety and Security within their team, ensuring risk assessments, safe working procedures and training are in place. Working Conditions Attendance is mandatory. Willingness to work flexible hours, including mornings, evenings, holidays, and weekends to support site operations. Perform other duties as assigned. Physical Demands Ability to hear, listen, and communicate with others. Ability to sit and stand for long periods of time. Ability to use basic computer tools. Wear necessary personal protective equipment. Move throughout all attraction areas. Stand, sit, or walk continuously to perform job function for full shift with meal break. Perform bending, stooping, kneeling, reaching, twisting, lifting, pushing, pulling, climbing, balancing, or crouching as required. Grasp, turn and manipulate objects of varying size and weight. May be exposed to a loud environment. May work with corrosive materials. May be exposed to varying temperatures, humidity, and environmental conditions. May lift items up to 50 pounds. Non‑Technical Competencies Adaptable – adjust approach and demeanor in real time to meet shifting demand. Collaborate – build partnerships and work collaboratively with others to meet shared objectives. Communicate Effectively – develop and deliver communications that convey a clear understanding of unique needs of different audiences. Ensure Accountability – hold self and others accountable to meet commitments. Benefits Excellent health care options: comprehensive medical, dental, and vision coverage. Outstanding paid time off (PTO). Merlin Magic Pass: free entry for friends and family. Recognition programs and rewards. 401(k) program with company matching contributions. Tuition reimbursement programs. Numerous learning and advancement opportunities. Pay Range Competitive Equal Employment Opportunity Statement We are committed to equal employment opportunity and equal pay. We encourage applicants from all backgrounds, including but not limited to sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, and religion, to apply for roles on our team. #J-18808-Ljbffr Merlin Entertainments