The General Manager (GM) is accountable for delivering the attraction strategy, achieving both short- and long-term EBITDA targets, and ensuring guest satisfaction goals are met. This role is pivotal in creating memorable, world-class guest experiences while fostering a culture where every team member lives and breathes Merlin’s values.
As the senior site leader, the GM ensures operational excellence, drives innovation, manages risk, and builds high-performing teams. Our attractions operate 365 days a year, and leadership commitment includes working weekends and holidays.
Drive a guest-first culture by using data and insights to understand and anticipate needs.
Role model guest-facing behaviors, serving as a visible and inspiring Brand Ambassador.
Safeguard the brand in all PR, marketing, and community engagement.
Deliver EBITDA growth, execute 5-year and cost-control plans.
Lead P&L management with agility and responsiveness to trading conditions.
Optimize revenue per capita (RPC) and yield across channels.
Deliver capital projects on time, on budget, and with strong ROIC.
Activate key levers to drive revenue growth and uncover new opportunities.
Build high-performance, customer-centric teams.
Increase employee engagement and ensure scores meet or exceed expectations.
Cascade communication openly, fostering a culture of trust and safety.
Implement HR processes, talent pipelines, succession planning, and DEI&A initiatives.
Be a visible presence—leading with authenticity, fun, and inspiration.
Shape short-, medium-, and long-term strategies to revolutionize Technical Services and operations.
Drive productivity and innovation, mitigate risks, and adapt swiftly to change.
Embed analytics and customer insights into decision-making.
Roll out Merlin best practices and contribute to the global strategic agenda.
Ensure a safe, compliant, and low-risk environment for guests and staff.
Oversee business continuity, risk management, and crisis planning.
Lead by example in safety practices and ensure risk assessments are current and robust.
Bachelor’s degree in Business, Management, or Marketing (preferred).
Minimum 3 years in a high-volume business at Manager level.
Proven history of delivering EBITDA targets for at least 2 years.
Experience engaging with children and families preferred.
Strong financial acumen, analytical mindset, and operational expertise.
Exceptional communicator, influencer, and relationship-builder.
Resilient, adaptable, and commercially driven leader.
Valid driver’s license.
Ability to obtain relevant certifications/licensures as required.
Domestic or international travel may be required occasionally.
Protect the safety of yourself, colleagues, and guests.
Follow safe working procedures and use only trained equipment.
Report incidents promptly and support investigations.
As a leader, ensure risk assessments, safe procedures, and ongoing monitoring are in place.
Flexibility to work mornings, evenings, weekends, and holidays.
Ability to stand, walk, or sit for extended periods.
Capability to lift and carry up to 50 lbs.
Work may involve varying indoor/outdoor conditions, temperature changes, and noise.
We Care: Prioritize safety, welfare, and positive impact on our people, guests, and planet.
Own Your Craft: Continuously sharpen skills, embrace feedback, and inspire excellence.
Drive & Discover: Commit to results, take smart risks, and pursue innovation.
Go Together: Collaborate across teams and geographies, building trust and inclusivity.
Enjoy the Ride: Lead with optimism, fun, and a commitment to creating joy for all.
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:
🏝️ Generous PTO:
👩⚕️ Affordable Health Plans:
🌍 Global Access Pass:
🛡️ Secure Your Future:
🌐 Continued Growth:
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