General Manager

Job Description

What you'll bring to the team

Role Summary

The General Manager is responsible for leading the overall performance, strategy, and day-to-day operations of a single attraction or multi-site cluster. This role is accountable for delivering sustainable EBITDA growth, driving market share, and ensuring exceptional guest experiences that align with Merlin’s global standards.

As a visible and influential leader, the General Manager fosters a high-performing, guest-first culture, ensuring teams are engaged, empowered, and consistently delivering memorable, world-class experiences.

Key Accountabilities

Commercial Performance & Strategy

• Own full P&L accountability, driving revenue growth, profitability, and long-term financial performance
• Develop and execute commercial strategies to increase visitation, market share, and yield across all channels
• Optimize pricing, promotions, and trading performance to maximize revenue per capita (RPC)
• Identify and activate new revenue opportunities and growth levers

Operational Excellence

• Lead day-to-day operations to ensure efficiency, productivity, and delivery of best-in-class standards
• Ensure optimal staffing models and operational readiness across all functions
• Deliver capital projects on time, on budget, and aligned to ROI expectations
• Drive continuous improvement and operational innovation

Guest Experience & Brand Leadership

• Champion a guest-first culture, ensuring every visitor has a memorable experience
• Act as a brand ambassador, protecting and enhancing Merlin’s reputation
• Utilize guest insights and data to improve satisfaction and overall experience

People Leadership & Culture

• Build, develop, and inspire high-performing, customer-centric teams
• Drive employee engagement, retention, and succession planning
• Lead all talent processes, including performance management, DEI&A, and wellbeing initiatives
• Embed Merlin values into daily behaviors and decision-making

Stakeholder & Partnership Management

• Develop strong partnerships with local communities, businesses, and stakeholders
• Collaborate across a global, matrixed organization to deliver strategic objectives
• Support and implement Merlin-wide initiatives and best practices

Health, Safety & Compliance

• Lead a culture of safety excellence, ensuring full compliance with all health, safety, and security standards
• Maintain robust risk management, business continuity, and crisis response plans

Qualifications & Experience

Experience & Skills

• Proven leadership experience managing a complex, high-volume operational business
• Strong commercial acumen with a track record of delivering EBITDA and revenue growth
• Experience in P&L ownership, pricing strategy, and performance optimization
• Ability to leverage data and customer insights to drive decision-making
• Skilled in leading cross-functional teams and influencing stakeholders
• Experience in developing talent pipelines and high-performance cultures

Leadership Profile

• Commercially driven with strong financial and strategic mindset
• People-focused leader who inspires, coaches, and develops teams
• Guest-centric with a passion for delivering exceptional experiences
• Agile and resilient in a fast-paced, dynamic environment
• Collaborative with the ability to influence across multiple stakeholders

Working Environment

• Requires flexibility to work weekends, holidays, and varying hours
• Operates in a fast-paced, guest-facing environment
• May require occasional domestic or international travel

Merlin Values

• We Care – Put guests and people at the heart of everything we do
• Own Your Craft – Continuously improve and deliver excellence
• Drive and Discover – Seek innovation and growth opportunities
• Go Together – Collaborate to achieve shared success
• Enjoy the Ride – Bring energy, positivity, and fun to the workplace

Benefits

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:

• Brace yourself for a salary that not only recognizes your talents but propels you to new heights.

🏝️ Generous PTO:

• Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.

👩‍⚕️ Affordable Health Plans:

• Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.

🌍 Global Access Pass:

• Picture this – free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.

🛡️ Secure Your Future:

• Safeguard your legacy with company-paid life insurance – because we care about your peace of mind.

🌐 Continued Growth:

• Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.