Guest Experience Manager

Job Description

What you'll bring to the team

Welcome to the Stage. Welcome to the Spotlight!

Ready to take ownership of the commercial heartbeat behind the ULTIMATE fame experience? Step into a role where guest experience meets smart sales strategy, where every interaction counts and every moment is an opportunity to deliver more.

We are Madame Tussauds London, and we are looking for a Guest Experience Manager (Commercial) to take centre stage. This is your chance to lead our Commercial operation, driving revenue, elevating guest experience and ensuring every part of the journey runs smoothly, from queue to checkout.

Working closely with the senior leadership team, you will lead Commercial Supervisors and front-line teams, overseeing retail, upsell and guest flow across the attraction. You will balance performance and experience, ensuring we consistently hit our targets while delivering standout service. You will also collaborate across departments to support campaigns, events and initiatives that keep our attraction commercially sharp and guest focused.

What you’ll be doing

• Leading and managing the Commercial team, including Supervisors and frontline team members
• Driving commercial performance by maximising sales, upsell and secondary spend
• Managing guest flow through the attraction, ensuring efficient throughput and queue management
• Overseeing daily retail operations, including stock management, promotions and till performance
• Analysing revenue trends, RPC and upsell performance to identify opportunities and improve results
• Managing labour and staffing levels in line with operational demand and budget
• Acting as Duty Manager as required, ensuring safe, smooth and high-quality operations
• Working closely with Marketing to deliver campaigns, promotions and in-attraction activity
• Ensuring all promotional signage and visual merchandising is accurate and commercially effective
• Maintaining strong relationships with internal and external stakeholders, including suppliers and partners
• Driving compliance across cash handling, PCI, health and safety and operational standards
• Supporting stocktakes, logistics and wider operational activities when required
• Leading on recruitment, development and performance of the Commercial team
• Building engagement, running briefings and creating a high-energy, guest-focused culture

This is a full-time, permanent role based in London, working 5 days out of 7. Flexibility is essential, including weekends, bank holidays and occasional event support, as our attraction operates daily.

Qualifications & Experience

We are looking for someone who can combine commercial focus with strong operational leadership. You will:

• Have experience leading teams in a fast-paced, guest-facing or retail environment
• Be commercially driven, with a strong understanding of sales performance and KPIs
• Have experience managing guest flow, queues or high-volume operations
• Be confident analysing data and using insight to improve performance
• Understand retail operations, including merchandising, stock and till systems
• Be comfortable managing rotas, labour budgets and operational planning
• Have a strong grasp of health, safety and compliance within an operational setting
• Communicate clearly and build effective relationships across teams and stakeholders
• Be organised, adaptable and able to manage competing priorities
• Take a proactive approach to problem solving, with a focus on continuous improvement
• Lead by example, bringing energy, accountability and high standards to your team

If you are ready to lead from the front and create experiences that deliver for both guests and the business, this is your moment.

Benefits

• Merlin Magic Pass – allowing your friends and family free entry into our attractions globally!
• 25% discount in our retail shops and restaurants
• 40% online LEGO discount.
• Enjoy the ride pass, giving you and 5 others a Merlin annual pass (Gold edition)
• X2 volunteer days a year
• Access to an exclusive employee discount website.
• Local benefits

Perhaps the biggest benefits of joining us, however, are the outstanding opportunities for career development across the expanding group.

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz and one of the team will get back to you as soon as possible.

Pay Range

Competitive