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

We Care

• 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.

Own Your Craft

• 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.

Drive and Discover

• 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.

Go Together

• 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.

Enjoy The Ride

• 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.

The Merlin Way in Action

• 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.

Education & 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

We Care

• 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.

Own Your Craft

• 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.

Drive and Discover

• 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.

Go Together

• 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.

Enjoy the Ride

• 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.

Work Environment

• 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.

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.