Job Title: Retail Manager
Operating Group: Gateway North America 
Division: Retail
Reports to: General Manager
Job Level: Manager
Exemption Status: Exempt

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:
• 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 our guests, as evidenced by 
continuously meeting or exceeding KPI and Mystery Visit targets.
• Deliver initial and ongoing training of Retail Team as required for safe, efficient, and effective operation of 
assigned commercial areas.
• Work with General Manager (GM) to create and implement optimal and compliant labor 
budgets/schedules for various day-types and seasonal needs.
• Work with 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 GM as part of the attraction Senior Leadership Team.
• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.
• Trained, willing, and able to serve as Duty Manager.
• Takes responsibility for recruiting, hiring, onboarding, and ongoing training for Retail Team.
• Ensures Retail Team is effectively delivering suggestive selling, upselling, and customer service strategies.
• Leads and manages the ordering and merchandising of retail areas, which may involve evening and night 
shifts.
• Oversees the timing of the stock orders to maximize key trading periods and factor in the lead times and 
IP rights involved for products.
• Accountable for ongoing, monthly inventory control and stock take, management and investigation of 
damage and waste logs, controlling waste costs, and controlling stock loss.
• Manages performance and growth of Retail Team through Personal Development Plans, Appraisals, and 
Training.
• Handles operational challenges as they occur, including responses to guest requests for merchandise 
replacement and other merchandise requests.
• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to 
recommend changes and improvements to GM.
• Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are 
maintained.
• Manages all policies and procedures in relation to employment as advised by Human Resources and 
Merlin Operations Manual.
• Ensures proper coverage and staff utilization.
• Coaches and Manages Retail Team to provide best-in-class guest experience and maximize profit in all 
assigned areas.
• Actively and consistently leads by example and serves as aspirational role model.
• Clearly and effectively communicates existing and new policies, procedures, and information with Retail 
Team.
• Takes an active role, along with attraction SLT, in leading daily/shift team briefings.
• Ensures that Supervisors and team members are trained and empowered to deliver outstanding customer 
service - including guest recovery as needed.
• Maintains oversight and control of all assigned areas, quickly investigating errors, complaints, and 
incidents.
• Follow all retail SOP’s regarding stock take, replenishment and Futura processes. 
• Completes required tasks in Futura Inventory Management System on time to support inventory accuracy 
and AP compliance. 
• 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.
• 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 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. Proven ability to work on multiple projects simultaneously and multi-task as necessary. 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.
Licenses and Certifications
Ability to obtain related licensures or certification as may be required to perform the essential function of the 
position or as required by law. 
Travel Requirements: 
• May occasionally require local or domestic travel.
Health and Safety:
Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with 
the Merlin Entertainments Group Health, Safety and Security Policy and the law. Must ensure they follow safe 
working procedures for all work activities they undertake, and they must not use any tools or equipment for which 

they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and 
cooperate with any investigation as appropriate in accordance with applicable laws.
Managers/supervisors are responsible for all aspects of Health, Safety and Security within their team, in line with 
the Merlin Entertainments Group Health, Safety and Security Policy. They must ensure that risk assessments have 
been carried out, that safe working procedures are in place for all work activities and that all employees in their 
teams are aware of the Group Health, Safety and Security Policy and their obligations under it. They must ensure 
that safe working practices are monitored, and that risk assessments and procedures are reviewed regularly. 
Where incidents do occur, they must ensure that they are investigated appropriately and that where necessary, 
corrective action is taken to ensure that such incidents are not repeated. 

Working Conditions:
• Perform other duties as assigned.
• Attendance is a mandatory function of this job. 
• Must be willing to work flexible hours, including morning, evenings, holidays, and weekends to support 
site operations.
Physical Demands:
• Ability to hear, listen, and to communicate with others. 
• Ability to sit and stand for long periods of time.
• Ability to use basic computer tools. 
• Wear all necessary personal protective equipment to perform job functions. 
• Move throughout all areas of the attraction with or without reasonable accommodation.
• Stand, sit, and/or walk continuously with or without a reasonable accommodation and perform job 
function for the full shift with meal break.
• Bend, stoop kneel, reach twist, lift, push, pull, climb, balance, and/or crouch to accomplish daily activities.
• Grasp, turn and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye 
coordination. 
• May be exposed to a loud work environment. 
• May work with corrosive materials.
Environmental Factors
• Depending on location, work may be performed inside or outside with varying temperatures and floor 
surfaces.
• Exposure to varying temperatures, extreme heat or cold and/or wet, damp, or drafty conditions. 
• Exposure to constant or intermittent sounds of a pitch level sufficient to cause marked distractions.
• Exposure to shaking objects and equipment.
• Exposure to varying light levels while transitioning in and out of the attraction at various times of the 
workday. 
Lifting Requirements
• Must be able to lift items weighing up to 50 pounds with or without reasonable accommodation. 
Additional Non – Technical Competencies:
Be adaptable – adapting approach and demeanor in real time to march the shifting demand of different situation.
Collaborate – Building partnerships and working collaboratively with others to meet shared objectives.
Communicate Effectively – Developing and delivery communications that convey a clear understanding of the 
unique needs of different audiences.
Ensure Accountability – Holding self and other accountable to meet commitments.

Core Behaviors
Merlin people create joyful experiences that unite and inspire people from every walk of life. Our ambition is to be 
the best place in the world to work and visit. We do this by working together with shared values and demonstrating 
values-based competencies.
We Care We go above and beyond for our guests and our people – no gesture is too thoughtful. We 
are uncompromising about safety, security, and welfare, setting the highest standards. We 
work hard to have a positive impact, both on the planet and in our local communities.
Own Your Craft We constantly sharpen our skills and help others to grow in their roles. We listen closely 
to others, learning from feedback. We take inspiration from our industry and world, to stay 
at the forefront of entertainment. 
Drive and 
Discover
We give our best every day, owning our work and seeing it through until it’s done brilliantly. 
We focus on the things that make the biggest difference: do less but do it better. We explore 
untapped opportunities to delight more guests in more ways, embracing calculated risks.
Go Together We work on our relationships daily, building teamwork and trust. We collaborate with 
people from other teams and sites around the globe, to solve problems together and draw 
on diverse perspectives. We commit to our decisions and move at speed to make progress 
happen.
Enjoy the Ride We bring fun and optimism to our work – because happiness helps us be at our best. We 
support each other through challenges and turn missteps into opportunities to learn. We 
cultivate a warm, welcoming environment where people feel a strong sense of belonging.

Disclaimer Statement
I confirm that I have read, understand and am able to perform the essential job functions of the job with or 
without reasonable accommodation.