Commercial Manager

What you'll bring to the team

Job Summary:

With positive guest experiences and customer service as the starting point, the Commercial Manager is responsible for overseeing the efficient, effective, and safe day-to-day running of assigned commercial areas (Admissions, Retail, and Food & Beverage) of the attractions or Cluster, while maximizing profitability through a proactive approach to people, process, and vendor management.

 

Our Attractions are open every day of the year and all Leadership are expected to regularly work weekends and Holidays

 

 

 

 

Key Responsibilities:

• Meets or exceeds all daily, weekly, monthly, and annual Per Cap/RPC, Average Transaction Value, KPI, and Mystery Visit targets, delivering YoY growth to the RPC’s of the business.

• Ensure the Commercial Team consistently delivers world-class experiences to our guests, as evidenced by continuously meeting or exceeding KPI and Mystery Visit targets.

• Deliver initial and ongoing training of the Commercial Team as required for safe, efficient, and effective operation of assigned commercial areas, including food handling and allergen awareness.

• Work with General Manager (GM) to create and implement optimal and compliant labor budgets/schedules for various day-types and seasonal needs.

• Work with GM to create and execute merchandising plans, sales plans, seasonal plans, and incentives.

• Lead and manage the Merchandising and Inventory Control programs for the attraction.

• Lead the Commercial Team to be Guest-Obsessed, positive, proactive, and FUN.

• Ensure that the highest possible standards of service, cleanliness, technical operation, and safety are adhered to by the Commercial Team.

• Ensure all LEGO Retail products (if applicable) are ordered, controlled, merchandised and operated in line with the CTT program.

• Support and inform GM as part of the attraction Senior Leadership Team.

• Ensure all Admissions areas and processes deliver a positive welcome for our Guests at all times.

• Ensure all F&B areas are compliant with local and Merlin safety policies, including Food Handling and Allergen awareness.

• Deliver all Merlin and Gateway North America food and beverage initiatives to maximize revenue and profitability.

• Support and inform tactics for pulling mall walk up day-of volume and implement street team tactics to maximize mall footfall.

• Achieve/Maintain/Exceed acceptable or better status on Internal Audit, Health and Safety, and other areas.

• Trained, willing, and able to serve as Duty Manager.

• Take responsibility for recruiting, hiring, onboarding, and ongoing training for the Commercial Team.

• Ensures the Commercial Team is effectively delivering suggestive selling, upselling, and customer service strategies.

• Leads and manages the ordering and merchandising of all retail areas, may involve evening and night shifts.

• Oversees the timing of stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.

  Accountable for ongoing, monthly inventory control and stock take, management and investigation of damage and waste logs, controlling waste costs, and controlling stock loss.

• Manages performance and growth of the Commercial Team through Personal Development Plans, Appraisals, and Training.

• Handles operational challenges as they occur, including responses to guest requests for merchandise replacement and other merchandise requests.

• Utilizes Financial Reports, Admission Reports, KPIs, GM input, and Merlin Senior Leadership input to recommend changes and improvements to GM.

• Manages and rectifies guest complaints in assigned areas per practice and policy, ensuring records are maintained.

• Manages all policies and procedures in relation to employment as advised by Human Resources and Merlin Operations Manual.

• Coaches and Manages Commercial Team to provide best-in-class guest experience and maximize profit in all assigned areas.

• Actively and consistently leads by example and serves as aspirational role model.

• Clearly and effectively communicates existing and new policies, procedures, and informatio