General Manager

The General Manager is the mastermind behind bringing the attraction strategy to life, boosting short and long-term EBITDA, and making sure every guest leaves with a smile. You'll lead your team to deliver unforgettable, world-class experiences and ensure everyone lives and breathes our company values, creating a vibe that guests and team members alike can't help but love 

Key Responsibilities:

• Drive a guest-first culture using data to understand guest needs.

• Oversee robust marketing across all channels, segmenting customers and targeting new markets.

• Manage HR policies and employee engagement, while acting as a Brand Ambassador.

• Safeguard the brand in PR and marketing efforts, ensuring attraction engagement goals are met.

• Optimize RPC, yield, and P&L to drive sustained growth.

• Deliver capital projects on time and within budget, driving EBITDA growth and cost control.

• Foster external partnerships and implement Merlin best practices.

• Lead innovation, manage risks, and ensure Health & Safety excellence.

• Oversee operational efficiency, staffing levels, and profit protection measures.

• Foster a culture of openness, ensuring information is cascaded appropriately.

• Implement HR and talent processes to meet DEI&A, wellbeing, and CSR targets.

• Be a visible leader, executing Merlin change programs and driving high-performance teams.

• Manage complex operations with P&L responsibility and demonstrate agility in trading.

• Build strategic partnerships with NPOs, local businesses, and authorities.

• Embed business analytics and customer insights to drive decision-making.

• Develop diverse talent pipelines and succession plans.

• Understand market motivators and develop targeted strategies.

• Lead teams in matrixed environments and manage cross-functional collaboration.

• Perform other duties as required.

Education and Experience:

• Bachelor's degree in business, management, or marketing (desirable).

• Minimum of three years of Manager-level experience in a high visitor volume business.

• Proven history of delivering EBITDA targets for at least two years.

• Experience working with children and families (preferred).

• Demonstrated ability to drive business success and results.

• Proven resilience, with the confidence to challenge and drive results.

• Demonstrated charisma and creativity, with a track record of inspiring innovation.

• Strong energy and discipline in execution, consistently delivering on goals.

• Adaptable and flexible, thriving in dynamic and changing environments.

• Proven integrity and a clear sense of purpose in all business dealings.

• Extensive experience in building strong relationships, influencing, and negotiating effectively.

• Self-aware with a growth mindset, able to learn and adapt from experiences.

• Deep empathy and insight into people's behavior, with the ability to manage diverse teams.

• Strong financial acumen, commercially focused, and experienced in operational management.

• Excellent analytical skills, detail-oriented, while maintaining a big-picture perspective.

• Outgoing, fun, and service-focused, consistently delivering top-tier customer experiences.

• Collaborative team player with the ability to excel individually and in team environments.

• Proven track record in providing exceptional guest service with a strong customer service background.

• Experienced communicator, thriving in fast-paced and high-pressure environments.

• Excellent Health Care Options: Comprehensive medical, dental, and vision coverage.
• Outstanding Paid Time Off (PTO): Enjoy well-deserved breaks to recharge
• Merlin Magic Pass: Free entry for friends and family to our amazing parks & attractions.
• Recognition Programs and Rewards: Celebrate your achievements and hard work
• 401(k) Program: Save for the future with company matching contributions.
• Tuition Reimbursement Programs: Get support for further education and career growth.
• Numerous Learning and Advancement Opportunities: Grow your skills and advance your career with us