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Careers with Merlin Entertainments Plc
About Merlin Entertainments Plc
Merlin Entertainments is a business built on fun. We're Europe's Number 1 and the world's second-largest visitor attraction operator. As you can imagine, running our business calls for a lot of different talents. We love what we do and if you're as serious about fun as we are, rest assured an exciting career awaits.
Careers with Sea Life
Commercial Manager
Orlando, FL, USA
Orlando, FL, USA
Orange County
United States
Full time
29 Jul 2019
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Welcome to Merlin Entertainments! We are SEA LIFE Orlando!
Do you have the Magic in you to create memorable experiences all for the love of fun? Do you wish to cast a spell of laughter and enjoyment to the people around you? Want to join a team that creates smiles and memories globally on a daily basis. Then you have the magic to be Team Merlin at SEA LIFE Orlando!

Key Objectives

• Manage the day to day operation of the retail and bar areas of both sites ensuring efficiency, safety and world class customer service for our internal and external customers.
• Achieve budgeted revenue and RPC targets for all commercial areas in both SEALIFE Aquarium Orlando and Madame Tussauds Orlando.
• Able to identify short and long term objectives and show sufficient knowledge of the overall business objectives.
• Meet revenue targets while controlling labor, costs of sale and any other expenses.
• Ensure the merchandising and display stock levels meet both brand standards and replenishment is carried out consistently. This may involve evening and night shifts.
• Work closely with the Finance and Loss Prevention teams to ensure product damages and losses are kept to a minimum and reported.
• Oversee the timing of the stock orders to maximize key trading periods and factor in the lead times and IP rights involved for products.
• Achieve/Maintain acceptable status of Internal Audit relating to cash handling, stock management, etc. and partner with internal/group stakeholders to maximize safety and control across every aspect of the Commercial Department.
• Monitor individual performance of item sales and evaluate needed changes through guest demand and sales reports. Create a strategy to align with the buying team to create a dynamic and relevant range plan for 2019.
• Control stock levels to budget including regular, consistent stock takes/ line counts.
• Build a culture of up-selling into both attractions and monitor this weekly.
• Ensure the culture of our attraction through recognizing, rewarding and encouraging team members as well as delivering memorable moments to the team.
• Positively manage, change, and identify original and innovative approaches and solutions to challenges.
• Develop the Supervisor and Team Leaders to ensure clear succession planning within the Department and wider attraction.
• Liaise with external suppliers, including Magic Memories, bar suppliers, Coca-Cola, and the Merlin buying team, to ensure positive working relationships at all times.
• Build a positive working relationship with Merlin Central Support both in the UK & US.
• Other objectives may be added per the needs of the company.

About The Role
Achieve overall budgets for all commercial aspects of both SEALIFE Aquarium Orlando and Madame Tussauds Orlando, including Retail and Bar offerings. Create and execute sales plans and incentives within the commercial department. Recruit, manage and motivate the commercial team to consistently deliver excellent customer service and budgeted RPC. Lead and manage the merchandising of the Stores to Merlin standards in both Attractions. Lead and manage the brand relationship in a consistently positive manner. Liaise with external photo facility suppliers (currently Magic Memories) to facilitate a harmonious working relationship. Maintain a professional attitude and appearance at all times for internal and external customers. Acting as a member of the attraction Senior Management Team to set goals, ensure attractions exceeds Merlin NA expectations, and attraction Duty Management in both sites on regular basis including evening and weekend.

• Ensure proper tools and information are available for all team members and communicated effectively, i.e. daily briefings, new promotions, procedural changes, and is handled effectively both within the Commercial Department and wider attractions.
• Resolve and deal efficiently with guest inquiries and complaints, both in person and via email and social media as needed.
• Respond to guest requests for merchandise replacement and other merchandise requests.
• Provide commercial support to the Operations Manager when needed.
• Monitor the effective visual appeal of all commercial and ‘experience’ points throughout attraction, evaluating effectiveness and recommending improvements.
• Involvement and coordination of training for all secondary revenue areas focusing on suggestive selling, up selling and customer service. Monitor team member successes and learning opportunities, and monitor sales performance of current promotional items.
• Change promotional and upsell items seasonally and as performance dictates.
• Accountable for monthly inventory control and stock take, management and investigation of damage and waste logs, and controlling waste costs and stock loss.
• Hygiene and presentation of commercial units, including cleanliness of the Bar area, and safety and accessibility of the retail stockrooms and storage areas.
• Other duties as assigned.

About You
* College degree preferably in a business management and/or related field, or equivalent experience.
* Experience of 3-4 years as a Retail Manager preferably experience in either a visitor attraction, theme park, museum, leisure, hotel or theatre environment.
* Extensive knowledge of Microsoft Excel and Word.
* Excellent communication and motivational skills.
* Proven ability to work on multiple projects simultaneously and multi task as necessary.
* Great organization skills, detail oriented and self-starter.
* Ability to work with people from all levels of discipline.
* Open to new learnings and quickly adapts to change.

Work Environment
Various inside areas within the Attraction, with varying temperatures and floor surfaces.

Working Pattern
* Typically flexible; works within the scope of Attraction operating days/times
* May require some weekend and holidays
* Days worked are five out of seven

Other Requirements:
* Excellent communicator
* Excellent coach and motivator
* Understanding of Health and Safety regulations
* Computer literate
* Good understanding of staff welfare
* Confidence to demonstrate the passion in the product, the people

About The Benefits
In return you will find a competitive salary and benefits package (including a medical, vision, dental, life insurance and 401(k) matching plan offering), share program opportunities, and benefit from free entry to all of our Merlin attractions which also extend to family and friends. In addition, you can expect continued growth of joining an exciting, global organization.

About Us
Merlin Entertainments, plc Merlin Entertainments is a business built on fun. We are the world's second-largest visitor attraction operator. We operate over 100 attractions, eight hotels and three holiday villages in 22 countries across four continents and we run some of the best known names in global leisure. These include the likes of SEA LIFE, Madame Tussauds, the Dungeons, the Eye brand, and LEGOLAND. Whether you are serving delicious food, working in the office, maintaining the attractions, entertaining guest or operating rides, the objective is to provide a truly memorable experience and a great day out for all members of the family.

We offer flexible opportunities, in a totally unique environment.
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