Retail Lead - Cluster

Job Description

What you'll bring to the team

Lead the Floor. Energize the Team. Create the Magic. ✨

As a Retail Shift Lead, you’re the heartbeat of the retail experience—keeping the floor energized, the team supported, and every guest interaction unforgettable. You’ll lead by example, jump in where needed, and coach a fun, high-performing team that delivers world-class service with confidence and care.

This role is perfect for someone who loves being visible, hands-on, and in the action. If you thrive in fast-paced environments, enjoy developing people, and want a leadership role with real growth opportunities, we’d love to meet you.

Qualifications & Experience

What You’ll Do:

You’ll balance people leadership, guest experience, and operational excellence—never stuck behind the scenes.

On any given shift, you will:

• Lead daily retail operations, ensuring a welcoming, high-energy environment.

• Serve as the go-to leader on the floor, stepping into host roles as needed.

• Delegate, guide, and support front-line team members throughout the shift.

• Coach and motivate team members to deliver memorable, guest-obsessed service.

• Manage guest flow and queues in high-traffic retail spaces.

• Handle guest questions and concerns with professionalism and positivity.

• Uphold all health, safety, and operational standards.

• Support and deliver training in areas such as retail standards, food safety, ride safety, and profit protection.

• Provide real-time feedback, coaching, and recognition to team members.

• Assist with inventory, stocking, scheduling, and team engagement when not duty managing.

What We’re Looking For:

We’re looking for a confident, upbeat leader who loves people and takes pride in delivering exceptional service.

You’re a great fit if you have:

• A high school diploma or GED (college coursework or degree preferred).

• At least 6 months of experience in retail, attractions, hospitality, food service, or customer-facing roles.

• Previous experience leading, training, or mentoring others (formal leadership not required).

• Strong communication skills and a positive, hands-on leadership style.

• The ability to stay calm, organized, and guest-focused in busy environments.

• A passion for creating fun, engaging experiences for children and families.

• Comfort with POS systems and basic operational tools.

• Flexible availability, including weekends, holidays, and peak seasons.

Benefits

Why You'll Love Working Here:

The Perks of the Magic ✨

• 🎡 Fantastic Health Coverage: Enjoy comprehensive medical, dental, and vision benefits to keep you feeling your best.
• 🌴 Generous Paid Time Off: Take the time you need to rest, recharge, and come back ready to create more unforgettable moments.
• 🎟️ Merlin Magic Pass: Share the fun with free entry for you, your family, and friends to our world-famous attractions.
• 🏆 Recognition and Rewards: Your hard work does not go unnoticed. Celebrate your achievements with exciting recognition programs.
• 💰 401(k) Savings Plan: Build your future with our company-matched retirement program.
• 🎓 Tuition Assistance: Pursue your passions with educational support and reimbursement programs.
• 🚀 Growth and Development: Learn, grow, and take your career to new heights with endless opportunities for advancement.

Pay Range

USD $15.73/Hr.