General Manager

The General Manager is responsible for leading the overall performance, strategy, and day-to-day operations of a single attraction or multi-site cluster. This role is accountable for delivering sustainable EBITDA growth, driving market share, and ensuring exceptional guest experiences that align with Merlin’s global standards.

As a visible and influential leader, the General Manager fosters a high-performing, guest-first culture, ensuring teams are engaged, empowered, and consistently delivering memorable, world-class experiences.

• Own full P&L accountability, driving revenue growth, profitability, and long-term financial performance
• Develop and execute commercial strategies to increase visitation, market share, and yield across all channels
• Optimize pricing, promotions, and trading performance to maximize revenue per capita (RPC)
• Identify and activate new revenue opportunities and growth levers

• Lead day-to-day operations to ensure efficiency, productivity, and delivery of best-in-class standards
• Ensure optimal staffing models and operational readiness across all functions
• Deliver capital projects on time, on budget, and aligned to ROI expectations
• Drive continuous improvement and operational innovation

• Champion a guest-first culture, ensuring every visitor has a memorable experience
• Act as a brand ambassador, protecting and enhancing Merlin’s reputation
• Utilize guest insights and data to improve satisfaction and overall experience

• Build, develop, and inspire high-performing, customer-centric teams
• Drive employee engagement, retention, and succession planning
• Lead all talent processes, including performance management, DEI&A, and wellbeing initiatives
• Embed Merlin values into daily behaviors and decision-making

• Develop strong partnerships with local communities, businesses, and stakeholders
• Collaborate across a global, matrixed organization to deliver strategic objectives
• Support and implement Merlin-wide initiatives and best practices

• Lead a culture of safety excellence, ensuring full compliance with all health, safety, and security standards
• Maintain robust risk management, business continuity, and crisis response plans

• Proven leadership experience managing a complex, high-volume operational business
• Strong commercial acumen with a track record of delivering EBITDA and revenue growth
• Experience in P&L ownership, pricing strategy, and performance optimization
• Ability to leverage data and customer insights to drive decision-making
• Skilled in leading cross-functional teams and influencing stakeholders
• Experience in developing talent pipelines and high-performance cultures

• Commercially driven with strong financial and strategic mindset
• People-focused leader who inspires, coaches, and develops teams
• Guest-centric with a passion for delivering exceptional experiences
• Agile and resilient in a fast-paced, dynamic environment
• Collaborative with the ability to influence across multiple stakeholders

• Requires flexibility to work weekends, holidays, and varying hours
• Operates in a fast-paced, guest-facing environment
• May require occasional domestic or international travel

• We Care – Put guests and people at the heart of everything we do
• Own Your Craft – Continuously improve and deliver excellence
• Drive and Discover – Seek innovation and growth opportunities
• Go Together – Collaborate to achieve shared success
• Enjoy the Ride – Bring energy, positivity, and fun to the workplace

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!