Roles & Responsibilities

Scope of job:

The General Manager ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way). In this role, you will deliver the attraction(s) strategy, short and long-term EBITDA and guest satisfaction goals.

Essential Functions:

• Drive a culture of guest first, and is data driven in understanding guest needs
• Ensure a robust marketing plan is in place for product and experience across each channel
• Segment and target customers and identify new potential markets and audiences
• Drive increases in employee engagement scores
• Role model guest-facing behaviors and act as Brand Ambassador internally and externally
• Safeguard the brand in all PR and marketing activity
• Increase attraction employee engagement scores by X %
• Drive volume strategy and maintain sustained competitive advantage as measured against market share
• Optimize RPC and yield across each Merlin channel
• Focus team P L Management and channel strategy to ensure sustainable growth in attraction RPC
• Deliver capital products and projects on time, on budget and to desired ROIC
• Deliver EBITDA growth, 5-year plan and cost control plans
• Set and execute successful productivity strategy
• Create and sustain external partnerships and networks
• Roll out Merlin best practice and contribute to delivering the Merlin Group strategic agenda
• Activate Midway levers to grow greater revenue and identify new revenue opportunities
• Drive innovation, pre-empt opportunities, mitigate risk and adapt at pace
• Responsible for Health and Safety excellence including business continuity, risk and crisis plan
• Drive Operational Teams to ensure the attraction exceeds guest expectations
• Ensure attractions are operating at maximum efficiency levels with required staffing needs met
• Ensure a low-risk environment with robust profit protection measures in place
• Cascade all relevant information and drives culture of openness and safety
• Implement all HR and talent management processes and achieve D&I, wellbeing and CSR targets
• Live and breathe values and leads by example as a regular visible presence
• Execute Merlin change programs

Health & Safety:

Employees are responsible for the safety of themselves, their colleagues, and guests (where appropriate), in line with the Group Policy (HS001) and the law. Must ensure they follow safe working procedures for all work activities they undertake and must not use any tools or equipment for which they have not been trained. Where incidents do occur, must ensure they are reported to their line manager and cooperate with any investigation as appropriate in accordance with applicable laws.

Work Environment:

Depending on location, work may be performed inside or outside with varying temperatures and floor surfaces.

Qualifications & Experience

Business & Functional Experience

• Proven experience in successfully managing all aspects of a complex operational business
• P&L management responsibility, demonstrating agility and responsiveness to trading
• Experience of having developed partnerships with non-profit organizations (NPOs), local businesses and authorities
• Proven operational leadership, including delivery of a tactical marketing plan
• Experience embedding business analytics and customer insight capabilities to drive decision making

Market & Geography Experience

• Developing businesses at different stages of growth
• Understanding motivators for different markets and the levers to pull to entice people to visit
• Understanding route to purchase for different markets

People & Teams Experience

• Experience managing leaders of teams outside own area of expertise
• Developing a diverse talent pipeline and succession planning
• Building high performance customer centric teams
• Working in matrixed environments

Education and Experience

Bachelor’s degree in business, management, or marketing (desirable). Must be able to work flexible hours, with regular weekend work as standard. Must have a valid driver’s license. Must be willing to travel locally, regionally, and internationally. Burning drive to achieve success. Resilient and robust self-belief with the confidence to challenge. Charismatic and creative; able to excite and inspire innovation. Has the energy and discipline to ‘make things happen’. Able to adapt quickly and flexibly to changing circumstances. Operates with integrity and a sense of purpose. Talent for building relationships, influencing, and negotiating effectively. Self-aware, with a growth mindset. Empathetic towards others, draws deep insight into people and how they behave. Financially astute and highly commercial, with an operational mind-set. Analytical and investigative with strong attention to detail. Maintains a focus on the bigger picture. You are fun and have an outgoing approach with a desire to provide service on the highest possible level. You are a collaborative team player as well as a stellar individual contributor. You are committed to exceptional guest service and have a strong customer service background. Preferably, you have experience working with children and families. You are an effective communicator and can easily thrive in a fast paced, dynamic environment 

Benefits

Benefits include:

• Health Coverage – Medical, prescription, dental, vision
• Flexible Spending Plan – Medical and Dependent Care
• Tuition Reimbursement Program
• 401(K)
• Unlimited PTO
• Merlin Magic Pass
• And so much more!!

Pay Range