As the Retail Supervisor, you’re the heartbeat of the daily hustle in our Retail Team, making sure every guest and team member feels safe, happy, and ready for fun! You’ll lead by example, keeping safety a top priority while inspiring your team to deliver world-class customer service. From ensuring smooth operations to coaching your team shoulder-to-shoulder, you’ll be the go-to leader making every shopping moment a memorable one.

But that’s not all! You’ll also step into the role of Duty Manager, overseeing the buzz of all departments across the attraction. If you love being in the center of the action and leading a team to success, this is your chance to shine and make magic happen every single day!

Key Responsibilities:

• Serve as a role model for operational excellence, leading the Retail Team to deliver exceptional guest experiences and consistently meet/exceed KPIs and Mystery Visit targets.
• Train and mentor team members for safe, efficient, and high-performing operations while supporting recruiting, onboarding, and development.
• Collaborate with the Retail Manager on labor scheduling, merchandising, inventory control, and achieving revenue goals.
• Ensure adherence to safety, cleanliness, and operational standards, addressing issues and guest complaints promptly while maintaining proper records.
• Provide on-floor leadership, offering feedback, motivation, and guidance to drive team performance and guest satisfaction.
• Act as Duty Manager when required, ensuring smooth operations across all departments.
• Monitor assigned areas for visual appeal and operational efficiency, making improvement recommendations as needed.
• Communicate policies, procedures, and updates effectively to the team and foster a culture of innovation and continuous improvement.
• Log incidents, maintain inventory accuracy, and adhere to SOPs for replenishment and stock management.
• Perform other related duties as assigned.
  
  

Education and Experience:

• High school or GED required. 
• College degree preferred.
• At least two years of supervisory experience in a retail environment, visitor attraction or retail outlet.
• The ability to maintain the highest level of service in high-pressure situations in a busy environment while dealing with guests in an efficient, professional manner. 
• Good people management and communication skills are essential to successfully manage the Admissions Team, coupled with the ability to motivate and be an inspirational role model.
• Excellent sales skills are a must while paying great attention to detail and experience of using computerized till systems is also needed.
• Ability to work on multiple projects simultaneously and multi-task as necessary.   

At Merlin Entertainments, we offer fantastic benefits:

• Healthcare benefits (medical, dental, vision, and more!)
• 401(k) retirement plan with corporate match.
• Annual paid time off.
• 30% off at Merlin retail stores and other discounts.
• Complimentary tickets to all Merlin attractions worldwide for you and your friends and family!
• Career progression and skills development opportunities across the country and globally.