Retail Manager

Job Description

What you'll bring to the team

Ready to lead one of London’s most iconic retail operations, at the heart of a world-famous attraction? We’re recruiting for a Retail Operations Manager to join our team at the London Eye!

Step into the centre of one of the UK’s busiest paid attractions and take ownership of a dynamic, high-footfall retail operation. As a Retail Manager, you’ll lead a team of Retail Shift Leaders and Hosts, driving performance across multiple locations while delivering exceptional guest experiences every single day.

You’ll be a visible leader across the attraction, not just within retail. From the shop floor to wider site operations, you’ll take the lead as Duty Manager on a rota basis, ensuring everything runs safely, smoothly and to the highest standard. You’ll influence behaviours, set expectations and create a culture where both guests and teams thrive.

You’ll take ownership of the day-to-day retail operation, managing staffing levels, stock control and shop standards in line with visitor demand. You’ll work closely with the Senior Retail Manager to drive commercial performance, using data and insight to maximise revenue, improve processes and keep the operation one step ahead.

You’ll protect the magic by championing health and safety across both retail and wider site responsibilities, managing incidents, completing checks and always ensuring full compliance. Alongside this, you’ll support business continuity across the attraction, stepping confidently into challenges and leading from the front.

You’ll also play a key role in developing your team, leading recruitment, training and performance management while building a positive, inclusive culture. From coaching Shift Leaders to driving engagement and succession planning, you’ll create an environment where people grow and perform at their best.

This is a full-time role, working 5 days out of 7, including weekends and bank holidays, with Duty Manager responsibilities on a rota basis.

Qualifications & Experience

• Proven experience in retail or attraction management within a fast-paced, high-footfall environment
• Experience leading large teams and driving operational performance
• Strong commercial awareness, with confidence analysing sales and financial data
• Experience operating as a Duty Manager or leading across multiple areas
• Confidence managing incidents, performance and operational challenges
• Excellent communication and stakeholder management skills
• A visible, hands-on leadership style with a passion for guest experience and team development

Benefits

• 40% discount off LEGO® sets and products on the online LEGO Store!
• Merlin Magic Pass: Free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world!
• Enjoy the Ride Pass: Giving you and 5 others a Merlin annual pass (Gold edition)
• 25% discount in Merlin retail shops and restaurants (a brilliant extra treat when you’re using your Magic Pass to visit!)
• Staff discount codes for Merlin Annual Passes to gift to loved ones!
• Employee assistance programme
• Access to Perks at Work which 30,000+ national & local employee discounts

If you have any questions or if you require any reasonable adjustments, 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