Location: North America (This role can be based at any of our US Attractions and will require frequent travel)

Be part of something amazing at Merlin Entertainments!

Are you passionate about delivering world-class guest experiences? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we have an exciting opportunity for you!

We're on the lookout for an exceptional Regional Head of Guest Experience to join our team and help shape unforgettable moments across our attractions. Reporting to the Director of Global Guest Experience, you'll bring our global guest experience strategy to life in your region, ensuring excellence and consistency in service delivery across multiple attractions.

Why you'll love this role:

• Lead the charge in delivering extraordinary experiences that delight our guests every day.

• Work hands-on with attraction teams to implement innovative guest service strategies and operational improvements.

• Collaborate with cross-functional teams to create a seamless and magical experience for millions of visitors.

• Champion a service-first culture, inspiring frontline teams to go above and beyond.

• Play a key role in driving continuous improvement, using data insights to enhance guest satisfaction.

Key Responsibilities include:

• Operational Excellence: Take ownership of guest experience operations, working closely with attraction managers to ensure top-tier service delivery.

• Problem Solving: Identify service gaps and develop practical, region-specific solutions.

• Change Leadership: Drive transformation initiatives that enhance operational efficiency while keeping guest satisfaction at the forefront.

• Guest Recovery: Lead the implementation of guest resolution frameworks, ensuring swift and effective issue resolution.

• Collaboration: Partner with regional and global leadership teams to align strategies and drive impactful results.

• Proven expertise in leading and shaping guest experience strategies within large, customer-centric organizations.
• A demonstrated history of driving operational excellence, resolving high-level guest concerns, and implementing impactful service frameworks to enhance overall satisfaction and brand loyalty.
• Exceptional leadership capabilities with the ability to influence, inspire, and foster collaboration at all levels of the organization.
• Strategic problem-solving skills and a strong passion for delivering world-class guest experiences.
• Extensive experience in multi-site or regional leadership roles within hospitality, leisure, or entertainment sectors, with a strong focus on optimizing performance and engagement.
• Proven ability to engage and collaborate with senior stakeholders to drive business objectives and enhance the guest journey.

We’re growing fast and alongside a fun and friendly environment, we offer a fabulous package and amazing prospects – ideal if you’re already fantastic and want to become even better (our magic can help here).

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at Recruitment@Merlinentertainments.biz and one of the team will get back to you as soon as possible.

If you're ready to make a splash and take guest experience to the next level, we want to hear from you!

Apply now and help us create magical memories for our guests!