[Position Summary]

Lead the Retail Front Line Team across the site. The role is to achieve set targets in revenue, profit and spend per guest. 

Health and safety and guest satisfaction KPIs are also a key priority.

[Key Objective]

○ The execution and delivery of the Retail strategy in conjunction with the Sr Retail Manager. 

    To include leading the Retail operation across the site.

○ To ensure full compliance with Trading Standards Compliance with all Retail pricing legislation laws

○ To drive a department focused on exceptional guest experience achieving all KPI targets.

○ To help achieve the Retail budget revenue and profit target. Applying high- street marketing 

    approaches (within the context of the LEGOLAND brand) to ensure revenue maximization and robust 

    cost management systems to convert to profit.

○ To fulfil shifts as required during a seven-day trading week, involving weekend and Public Holiday commitment.

[Scope and Responsibilities]

COMMUNICATION

○ Manage and oversee the day to day operational challenges within the allocated Retail department 

    through a strong and empowered management competency level, commitment, drive, energy and positive approach.

○ Hold regular operational measurement and action review meetings with the team.

○ Demonstrate and promote Merlin Group values to all colleagues..

○ Measure and maintain high operational standards on a daily basis in all Retail units, taking 

    appropriate action to rectify identified poor standards.

○ Forge close communication with the Buying Office and Retail central support teams accurately 

    review sales, understand current consumer trends / Profit per Guest.

DECISION MAKING & AUTONOMY

○ Responsibility for allocated Retail units including look and feel so that they are consistent with the brand standards..

○ Ensure the Retail department in conjunction with the Sr Retail Manager has a clear and logical 

    strategy, updated annually and aligned behind the brand and strategy

BUSINESS IMPACT/RESULTS

○ Lead the department to ensure relevant Retail offerings that are sold at the correct price to appeal 

    to its visitor audience, in conjunction with the relevant support teams.

○ Lead and motivate the Retail team with suitable mechanics to maximise revenue opportunities through up-selling.

○ Deliver guest satisfaction targets through exceptional unit standards, maximum product availability 

    and ensure the team genuinely exceed customer expectations. Actions and processes to be in place 

    to ensure that the requirements and feedback of the guest are actively sought, taken on board and acted upon..

○ Perform shifts as required and as a senior Department Manager at weekends ensure that the daily 

    operation of the park is geared to meet the guests and employees needs.

○ Review store layouts and visual merchandising techniques to ensure they are at a high standard 

    and that layouts reflect current trading/ weather conditions

MANAGING RESOURCES

○ Develop the team through regular performance reviews, action planning, encouragement and on the job coaching.

○ Ensures employee development initiatives are in place and that these are regularly monitored.

○ Ensure all employees in the department have objectives and appraisals completed annually in line with the Merlin way.

○ Develop a succession plan for the department working with HR to identify training and 

    development needs. Support the Talent Management and Personal Development Plan programmes.

○ Drive customer service training instilling a best practice culture amongst employees ensuring 

    employees are accountable for their actions.

○ Ensure training programmes result in sustained improvement in service and operational standards, 

    working with the park Training & Development team.

○ Improve staff survey scores where possible on employee satisfaction, leadership capabilities, 

    understanding of job and responsibility, teamwork and working environment.

What else?

So, for the love of fun®, what will I actually be doing?

Ensuring everyone is fully trained the right skills training, to have fun at work at the same time can 

do their job effectively, help employees learn new skills and develop existing ones.Background and Experience:

○ Requires at least six years of progressive experience in a Retail environment.

○ Experience in a theme park or related industry preferred.

○ Knowledge of computer systems including point of sale, and related retail and inventory management systems is required.

○ Ability to collaborate effectively with cross-functional peers.

○ Demonstrated ability to manage and motivate a large team of people.

○ Knowledge of budgeting, scheduling and profit protection principles.

○ Strong organizational, verbal and written communication skills are required.

○ Language: Proficiency in verbal and written English (Merlin and LEGO).

Education:

○ At least six years Retail Management experience preferred.

Work Environment: 

○ Various inside and outside locations with varying temperatures and floor surfaces.

○ Exposed to wet and/or humid conditions

Other Requirements:

○ Maintaining confidentiality within the organization and protect any information that is classified as confidential.

○ Maintaining honesty and integrity with colleagues and guests

○ Must be willing to work flexible hours, including evenings and weekends to support Resort operations.

○ Requires a valid driver’s license and passport.

○ Must be willing to travel locally and regionally to conduct business, and occasional travel within Korea.