Commercial Manager at LEGOLAND Discovery Center Kansas City

Job Purpose

The Commercial Manager is accountable for leading Retail, Food & Beverage, and Admissions operations to deliver exceptional guest experiences, strong commercial performance, and safe, compliant execution. The role maximizes revenue and profitability through inspirational people leadership, disciplined commercial planning, and a guest‑obsessed culture aligned to The LEGO Group’s values.

Key Accountabilities

Guest Experience & Brand Excellence

• Ensure all Retail, Food & Beverage, and Admissions teams consistently deliver world‑class, playful, and memorable guest experiences, exceeding KPI, per‑cap, transaction value, and mystery visit targets.
• Role‑model LEGO brand behaviors—fun, creativity, inclusivity, and authenticity—while embedding service excellence across the entire guest journey.
• Lead effective guest recovery and complaint resolution in line with company policies.

Commercial & Financial Performance

• Deliver revenue, margin, per‑cap, and transaction targets across all assigned commercial departments.
• Execute merchandising, F&B menus, pricing, seasonal, and promotional strategies to optimize peak trading periods.
• Drive effective upselling in Retail, Food & Beverage, and Admissions while maintaining a guest‑first mindset.
• Use commercial data, forecasts, and reports to identify trends, risks, and opportunities.

Leadership & Talent Development

• Recruit, onboard, train, and develop high‑performing teams across Retail, Food & Beverage, and Admissions.
• Build an inclusive, energized, and accountable culture where people feel valued, empowered, and proud of their work.
• Lead performance management through coaching, feedback, succession planning, and development plans.
• Act as a visible, hands‑on leader and aspirational role model.

Operations, Inventory & Compliance

• Oversee inventory, stock control, ordering cycles, waste, and loss prevention across Retail and Food & Beverage to ensure availability, accuracy, and cost control.
• Ensure Admissions operations are efficient, compliant, and optimized for throughput and guest flow.
• Maintain excellent results in internal audits, health & safety, food safety, and regulatory compliance.
• Ensure consistent execution of operating procedures, systems, and supplier lead‑time planning.

Planning & Collaboration

• Partner with the General Manager and Senior Leadership Team to plan labor, budgets, and seasonal operational strategies.
• Lead and serve as Duty Manager as required, responding calmly and decisively to operational challenges.
• Communicate clearly and consistently, ensuring teams understand goals, priorities, and expectations.
• Act as a collaborative team player, building strong partnerships across departments, sites, and The LEGO Group, sharing knowledge openly, and working collectively to achieve shared commercial and guest experience goals.

Skills & Experience

• Minimum 3 years’ management experience in retail, food & beverage, admissions, or hospitality, ideally within a high‑volume attraction or leisure environment.
• Strong commercial acumen with proven delivery of revenue, margin, and KPI results.
• Demonstrated ability to lead, inspire, and develop operational teams.
• Confident communicator with strong collaboration and problem‑solving skills.
• Comfortable working in fast‑paced, seasonal, and guest‑facing environments.
• Proficiency with operational systems and Microsoft Office tools.

Leadership Behaviors

• Put People First: Care deeply about guests and colleagues; lead with empathy and respect.
• Be Curious & Continuously Improve: Learn from feedback, innovate, and evolve ways of working.
• Deliver with Purpose: Focus on what matters most and follow through with accountability.
• Play Well Together: Collaborate openly, celebrate diversity, and bring optimism and fun to work.

Additional Requirements

• Flexibility to work evenings, weekends, holidays, and peak periods.
• Ability to meet the physical demands of a multi‑department attraction environment with reasonable accommodation.
• Commitment to the safety, wellbeing, and security of guests and colleagues.
• Occasional local or domestic travel may be required.

Benefits

Workplace - Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. 

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. 

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. 

 Thank you for sharing our global commitment to Children’s Rights. 

 Just imagine building your dream career.   Then make it real. Join the LEGO® team today. 

 Merlin Entertainments are facilitating the LEGO Group’s recruitment process for this role as part of a transitional service agreement with the LEGO Group. 

 Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible. 

 Perhaps the biggest benefits of joining us are the outstanding opportunities for career development within our exciting, global organization. 

• Flexible hours.
• 30% discount in the retail store.Merlin Magic Pass which gives you free admission to LEGOLAND Discovery Centers
• Competitive 401K.
• Discounts through the Merlin Marketplace Website – on almost anything you buy online.
• FUN working environment and much more!