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Working at Merlin

Company employees
22,000
Gender diversity (m:f)
52:48

Hiring in

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Join Merlin Entertainments as a Retail Operations Supervisor at Darling Harbour Attractions in Sydney, AU. This is a full-time role where you will oversee daily retail operations, drive sales targets, and lead a vibrant team to deliver world-class guest experiences across SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo, and Madame Tussauds Sydney.

Job description

What you'll bring to the team

Would you like to work for one of the world's most loved family escapes?

We currently have a fantastic opportunity to join our team as a Retail Supervisor at our Darling Harbour Attractions, part of the Merlin Entertainments group.

About the Role

As a Retail Supervisor, you will work closely with the Commercial Manager to oversee the daily operation of retail outlets and experiences across SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney. You will play a key role in driving commercial performance, leading and developing team members, maintaining operational excellence and ensuring every guest enjoys a world-class experience.

Working across multiple outlets, you will be responsible for achieving financial and non-financial KPIs, supporting merchandising initiatives, maintaining inventory standards, and creating a positive and highly engaged team culture. You will act as a role model for exceptional guest service while supporting the ongoing success of Merlin's Commercial operation.

Your duties include but are not limited to:

Lead and support the day-to-day operation of all Darling Harbour retail outlets and commercial experiences.
Drive achievement of sales targets and KPIs including revenue per capita, upsell performance, guest satisfaction and budget targets.
Coach, mentor and develop team members to deliver world-class customer service and commercial results.
Deliver ongoing training, product knowledge sessions and performance feedback to the team.
Support recruitment, onboarding and development of new team members.
Manage guest feedback and effectively resolve escalated complaints both in person and through digital channels.
Ensure stores are clean, well-presented, fully stocked and aligned with visual merchandising standards and marketing campaigns.
Monitor inventory levels, identify stock shortages and work with the ANZ Retail Hub to manage orders and supplier processes.
Support the operation of the SEA LIFE Sydney Online Store, including product availability and inventory management.
Assist with stocktakes, analyse results and present findings and recommendations to stakeholders.
Communicate daily sales targets, operational updates and service delivery expectations to the team.
Promote a strong culture of safety, compliance and operational excellence across all retail environments.
Identify opportunities for continuous improvement and implement solutions that enhance team engagement, guest experience and commercial performance.

Merlin

Retail Operations Supervisor

Sydney

On-site

Competitive

To shine in this role, you will have a passion for guest service with a focus on fun. Most importantly, you will be an engaging leader who enjoys developing people, delivering commercial results and creating memorable experiences for every guest. You will be able to work consistent weekends with some weekday availability and thrive in a fast-paced environment where priorities can change quickly. You will be comfortable making decisions, solving problems and motivating teams to achieve shared goals.

Previous retail supervisory, team leader or management experience.
Proven ability to deliver exceptional customer service and guest recovery outcomes.
Strong coaching, mentoring and people leadership skills.
Experience achieving sales targets and commercial KPIs.
Strong inventory and stock management experience.
Excellent communication and stakeholder management skills.
Strong organisational, delegation and problem-solving capability.
Intermediate Microsoft Office skills, including Outlook, Excel, Word and PowerPoint.
Ability to work autonomously and as part of a collaborative team.
Flexible and adaptable approach in a fast-paced environment.
Strong attention to detail and commitment to maintaining high operational standards.
A genuine passion for delivering memorable guest experiences.
This role requires the below certification or willingness to obtain prior to commencement:
Working With Children Check (WWCC)
First Aid qualification desirable.

Corporate benefits including free access to all our attractions worldwide.
Birthday leave and volunteer leave to support causes you care about.
Domestic and global opportunities to develop and progress your skills and career in tourism and attractions.
Opportunities to lead projects and drive continuous improvement initiatives.
Being part of a business built on fun.

Merlin Entertainments' purpose is to bring every family closer through play, and our vision is to be the world's most loved family escape.

Merlin Entertainments is the company behind iconic brands like SEA LIFE, Madame Tussauds, LEGOLAND and Peppa Pig World of Play. We operate over 130 attractions across 25 countries, welcoming more than 54 million visitors every year. In Australia and New Zealand, we operate seven attractions including SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney.

Merlin Entertainments is driven by a strong social responsibility with the vision of creating a world where communities respect, conserve and sustainably manage aquatic habitats, wildlife and natural resources through our charities, Merlin's Magic Wand and the SEA LIFE Trust.

So, if you are vibrant, commercially minded and passionate about developing people while delivering amazing guest experiences, we would love to hear from you.