Lead the Team. Elevate the Experience. Drive Results.

Are you a passionate retail leader who thrives in a fast-paced, guest-focused environment? Do you enjoy motivating teams, delivering exceptional customer experiences, and driving business success? If so, we have the perfect opportunity for you!

We are seeking an energetic and hands-on Retail Supervisor to lead our Retail Team in delivering memorable guest experiences while maintaining the highest standards of safety, operational excellence, and commercial performance. This is more than a supervisory role. You'll be a mentor, coach, problem solver, and role model who inspires a culture of positivity, accountability, and FUN.

As a Retail Supervisor, you'll work closely with the Retail Manager to oversee daily retail operations, develop team members, and drive business results. You'll also serve as a Duty Manager, supporting the overall operation of the attraction and ensuring an outstanding experience for every guest.

What You'll Do

Deliver Outstanding Guest Experiences

• Lead and inspire the Retail Team to consistently provide world-class customer service.
• Create a guest-obsessed culture focused on exceeding expectations and achieving mystery shop and KPI targets.
• Resolve guest concerns professionally and effectively, turning challenges into positive experiences.
• Ensure team members are trained and empowered to deliver exceptional service and guest recovery.

Lead, Develop, and Inspire the Team

• Be a visible, hands-on leader by providing coaching, mentorship, and real-time feedback on the sales floor.
• Support recruiting, hiring, onboarding, training, and ongoing development of retail team members.
• Manage performance through appraisals, development plans, and performance improvement processes.
• Recognize achievements and promote engagement through team incentives and rewards.
• Foster a positive, collaborative, and inclusive workplace where innovation and ideas are encouraged.

Drive Operational Excellence

• Ensure compliance with all health, safety, operational, and employment policies and procedures.
• Maintain exceptional standards of cleanliness, presentation, and operational efficiency throughout assigned areas.
• Lead daily team briefings and communicate updates, priorities, and business goals effectively.
• Respond quickly and effectively to operational challenges, incidents, and guest concerns.
• Monitor staffing levels to ensure efficient coverage and optimal team utilization.

Support Commercial Success

• Partner with the Retail Manager to drive revenue and achieve commercial performance goals.
• Support merchandising, inventory management, stock replenishment, and ordering processes.
• Monitor inventory accuracy and ensure timely completion of required inventory management tasks.
• Analyze key business metrics, including sales performance, KPIs, inventory levels, and guest feedback.
• Continuously evaluate retail spaces and recommend improvements to enhance visual appeal and profitability.

Serve as a Duty Manager

• Act as Duty Manager when required, overseeing attraction-wide operations.
• Support multiple departments to ensure the attraction operates safely, efficiently, and successfully.
• Provide leadership during peak periods and respond confidently to operational incidents and emergencies.

What We're Looking For

• High school or GED required. College degree preferred.
• Previous supervisory or leadership experience in retail, hospitality, attractions, entertainment, or a customer-focused environment.
• Passion for delivering incredible guest experiences and developing high-performing teams.
• Strong leadership, communication, coaching, and interpersonal skills.
• Ability to make sound decisions and remain calm under pressure.
• Excellent organizational and problem-solving abilities.
• Experience working with KPIs, operational metrics, scheduling, and inventory management.
• Flexible availability, including weekends, holidays, evenings, and occasional overnight shifts.
• A positive attitude with a willingness to lead by example every day.

🎉 Benefits of Joining Merlin Entertainments! 🎉

🎢 Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions. 🎡
🏆 Recognition Programs and Rewards: Celebrate your achievements and hard work!
💼 401(k) Program: Save for the future with company matching contributions.
📚 Tuition Reimbursement Programs: Get support for further education and career growth.
🚀 Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us!
Ready to be a part of the magic? Apply today and start your adventure with Merlin Entertainments! 🌟✨