Cluster General Manager

? Purpose of the RoleAs the General Manager, you are the driving force behind your attraction’s success — ensuring world-class guest experiences, sustainable business growth, and a thriving team culture. You own the attraction’s strategic direction, profitability, and guest satisfaction, while leading by example through The Merlin Way values:We Care • Own Your Craft • Drive & Discover • Go Together • Enjoy the Ride? Key Accountabilities1. Leadership & CultureChampion a “Guest First” culture — ensuring every experience is memorable.Role model The Merlin Way values through your leadership presence and actions.Build high-performing, motivated, and inclusive teams with strong engagement.Lead with empathy, agility, and a growth mindset — inspiring others to do the same.Implement HR, DEI&A, wellbeing, and CSR initiatives to support an engaged workforce.2. Business & Financial PerformanceDeliver EBITDA growth, 5-year plans, and cost-control strategies.Manage full P&L responsibility, ensuring sustainable growth and profitability.Optimize RPC (Revenue per Capita) and yield across all Merlin channels.Drive volume strategy and market share, maintaining a competitive advantage.Oversee capital projects — delivered on time, on budget, and aligned with ROI goals.Identify and activate new revenue opportunities and strategic partnerships.3. Marketing & Commercial StrategyCollaborate with Marketing to ensure robust, data-led attraction campaigns.Understand guest insights to segment and target key markets.Safeguard the brand across all PR, social, and marketing channels.Utilize analytics and market intelligence to guide decision-making and innovation.4. Guest Experience & OperationsDrive operational excellence ensuring safe, efficient, and engaging attraction performance.Be a visible presence on-site — role modeling guest-facing behaviors.Deliver exceptional guest satisfaction through continuous improvement.Maintain a low-risk, high-safety environment through compliance and training.Oversee staffing levels to match demand and uphold service standards.5. Health, Safety & SecurityChampion Health, Safety, and Security (HSS) as a core operational priority.Ensure all risk assessments, business continuity, and crisis plans are active and updated.Investigate and resolve incidents promptly, driving accountability and learning.Promote a culture of openness, awareness, and proactive safety.6. Collaboration & InfluenceBuild strong partnerships with local businesses, non-profit organizations, and authorities.Work collaboratively across Merlin’s matrix structure, sharing best practices and aligning with group strategy.Cascade clear communication and ensure team alignment across all departments.Represent Merlin externally as a brand ambassador and community leader.? Key Skills & AttributesCompetencyDescriptionStrategic ThinkerUnderstands the bigger picture and connects actions to long-term goals.Commercially SavvyFinancially astute with a data-driven, analytical approach.People LeaderBuilds trust, inspires high performance, and develops future talent.Operational ExpertBalances guest experience, safety, and profitability seamlessly.Adaptable InnovatorThrives in change, embraces creativity, and drives transformation.CollaboratorWorks across functions, valuing diverse perspectives and shared success.Effective CommunicatorDelivers clear, engaging messages for all audiences.? Experience & EducationBachelor’s degree in Business, Management, Marketing, or related field (preferred).Minimum 3 years at Manager level within a high-volume attraction or hospitality business.Proven success in P&L ownership and delivering EBITDA targets.Experience working with family and children-focused environments desirable.Demonstrated track record of driving engagement, innovation, and results.? Working ExpectationsFlexible schedule including weekends, evenings, and holidays.Occasional domestic or international travel required.Must maintain a valid driver’s license and any applicable certifications.Physically able to move through the attraction environment and perform essential functions.?️ Health & Safety ResponsibilitiesEnsure the safety and wellbeing of guests and employees at all times.Comply with Merlin’s Health, Safety & Security Policy and all legal standards.Lead your team in risk management, safe systems of work, and safety culture awareness.? The Merlin Way in ActionValueHow You Live It as a GMWe CarePrioritize safety, wellbeing, and community engagement.Own Your CraftLead continuous improvement and personal development.Drive & DiscoverSeek innovation and growth opportunities.Go TogetherCollaborate across attractions and teams globally.Enjoy the RideBring positivity, resilience, and fun to every challenge.? Success MeasuresAttraction achieves or exceeds EBITDA targets.Guest satisfaction scores and NPS are at or above target.Employee engagement meets or exceeds company benchmark.Health, safety, and compliance standards consistently maintained.Attraction reputation strengthened through brand advocacy and community impact.Your Adventure Awaits! ??At Merlin Entertainments North America, we believe in not just rewarding your work but enhancing your journey with an exhilarating array of benefits that go beyond the ordinary. Get ready for a ride of a lifetime as we unveil the extraordinary perks waiting for you!? Your Benefits Odyssey Begins Here:?Competitive Salary:Brace yourself for a salary that not only recognizes your talents but propels you to new heights.?️Generous PTO:Time off is your passport to recharge. Enjoy a generous PTO policy to explore, relax, and rejuvenate.?‍⚕️Affordable Health Plans:Dive into the comfort of affordable medical, vision, and dental plans that prioritize your well-being.?Global Access Pass:Picture this - free entry to all Merlin attractions worldwide! Your golden ticket extends to family and friends, unlocking a world of wonder.?️Secure Your Future:Safeguard your legacy with company-paid life insurance - because we care about your peace of mind.?Continued Growth:Joining Merlin isn't just a job; it's a thrilling expedition. Expect continuous growth in an exciting, global organization that values your journey.Compensation between USD $80,000.00/Yr.-USD $90,000.00/Yr.

Created: 2025-10-23