General Manager

What you'll bring to the team:

At Merlin, we believe in creating magical, world-class experiences for every guest, while nurturing a culture where every team member lives and breathes our core values. As a General Manager, you are the driving force behind delivering our strategic goals, ensuring profitability, and maintaining guest satisfaction — all while fostering a work environment that aligns with The Merlin Way values: We Care, Own Your Craft, Drive and Discover, Go Together, and Enjoy The Ride.

Key Responsibilities

• Guest-Centered Culture: Drive a culture of guest-first thinking, using data-driven insights to understand and exceed guest needs.
• Health & Safety Leadership: Prioritize safety for all guests and employees by ensuring compliance with Group Policy (HS001) and legal standards, and maintaining a low-risk operational environment.
• Employee Wellbeing: Foster a work environment that meets diversity, inclusion, wellbeing, and CSR (Corporate Social Responsibility) goals, ensuring your team feels supported and valued.

• Marketing Excellence: Ensure a comprehensive marketing plan is in place to enhance product visibility and guest experiences across all channels. Safeguard the brand in all public relations and marketing efforts.
• Operational Efficiency: Ensure attractions operate at maximum efficiency, with optimized staffing levels and cost control to drive profitability (EBITDA) and long-term financial health.
• P&L Mastery: Lead with a focus on optimizing Return Per Capita (RPC) and yield across Merlin channels while driving your team’s productivity and ensuring sustainable growth.

• Innovation Leadership: Encourage a culture of continuous improvement by driving innovation, preempting market opportunities, mitigating risks, and adapting quickly to change.
• Market Growth: Analyze and target new markets, identify potential audiences, and ensure marketing strategies align with the evolving needs of your customer base.
• Data-Driven Decisions: Embed business analytics and customer insight into decision-making, ensuring you’re always focused on growing the guest experience and optimizing the business.

• Team Engagement: Drive improvements in employee engagement, fostering a positive, collaborative work culture. Act as a role model by exhibiting guest-facing behaviors and representing Merlin’s brand both internally and externally.
• Cross-Functional Leadership: Lead high-performing, customer-centric teams, and develop talent pipelines to ensure the long-term success of the business. Work collaboratively across departments and geographic regions.
• Partnership Building: Establish and maintain relationships with non-profit organizations, local businesses, and other external stakeholders to grow Merlin’s brand presence and identify new opportunities.

• Deliver Capital Projects: Ensure that projects are completed on time, within budget, and to the desired Return on Investment Capital (ROIC).
• Long-Term Growth Strategy: Execute a 5-year plan focused on capitalizing on new opportunities, increasing market share, and ensuring sustained EBITDA growth.
• Lead with Passion: As a visible presence within the attraction, lead by example. Celebrate success, share in the joy of memorable guest experiences, and inspire your team to do the same.

• We Care: Keep safety and guest satisfaction at the forefront of all decisions.
• Own Your Craft: Strive for operational excellence in every aspect of the business.
• Drive and Discover: Seek out new opportunities and continuously improve the guest experience.
• Go Together: Collaborate with your team and external partners to drive results.
• Enjoy The Ride: Lead with passion, and ensure both guests and employees are having a magical time.

Qualifications & Experience:

• Bachelor’s Degree: Desirable in business, management, or marketing.
• Flexibility: Must be willing to work flexible hours, with regular weekend work as the standard.
• Driver’s License: A valid driver’s license is required.
• Willingness to Travel: Must be open to traveling locally, regionally, and internationally as necessary.
• Guest Service Expertise: A strong background in customer service is essential. Experience working with children and families is preferred.

Key Characteristics

• Empathy: Deeply understanding and relating to the needs of your guests and team members, creating a caring and supportive environment.
• Integrity: Operate with a strong sense of purpose and ethics, ensuring all decisions are made with fairness and honesty.

• Financial Acumen: Strong analytical skills and an operational mindset, ensuring attention to detail while managing complex P&L responsibilities.
• Discipline: The energy and determination to consistently deliver results, ensuring operational excellence and achieving business goals.

• Burning Drive for Success: Resilient and determined, with an unshakeable self-belief that drives you to continuously pursue excellence and success.
• Creative and Charismatic: Able to inspire innovation, excite your team, and challenge conventional thinking, all while adapting quickly to changing circumstances.

• Relationship Builder: A talent for influencing, negotiating, and collaborating effectively, fostering strong partnerships both internally and externally.
• Team Player: A natural collaborator who works well with others and is also capable of excelling individually.

• Fun and Outgoing: Bringing a positive, energetic approach to work, ensuring guests and team members enjoy the magic of the Merlin experience.
• Adaptability: Thrive in a fast-paced, dynamic environment where the ability to quickly adjust to changing conditions is key.

• Flexible Locations: Work can be performed indoors or outdoors, with varying temperatures and floor surfaces depending on the attraction’s location.
• Physical Demands: The role requires physical adaptability, and you must be prepared to work in diverse environments.

Benefits:

Your Adventure Awaits! 🌟🌍

At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!

🚀 Your Benefits Odyssey Begins Here:

💰 Competitive Salary:

• Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

🏝️ Generous PTO:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

👩⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

🌍 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

🛡️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

🤝 401(k) Matching Plan:

• Your financial goals are important. Benefit from our 401(k) matching plan to help you build a secure future.

🌐 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.

Pay Range: From USD $90,000.00/Yr.