General Manager, Orlando Cluster

Location: Orlando, Florida
Division: Gateway North America
Reports to: VP, Gateway Attractions

Make an Impact at the Heart of Orlando's Entertainment District

Are you a commercially driven leader with a passion for creating exceptional guest experiences?

Merlin Entertainments is seeking a dynamic and results-oriented General Manager to lead our Orlando Cluster, including The Orlando Eye, Madame Tussauds Orlando, and SEA LIFE Orlando Aquarium. This is an exciting opportunity to oversee a diverse portfolio of world-class attractions, driving growth, operational excellence, and unforgettable moments for millions of guests each year.

As General Manager, you will have full accountability for business performance, guest satisfaction, team engagement, and safety. You will build a high-performing culture, champion innovation, and lead the strategic direction of the cluster while delivering sustainable commercial results.

What You'll Be Responsible For

Leading Commercial Success

• Take ownership of overall business performance and profitability, driving sustainable EBITDA growth.
• Manage the P&L with an entrepreneurial mindset, identifying opportunities to optimize revenue, productivity, pricing, yield, and operational efficiency.
• Develop and execute strategies that support long-term growth and market competitiveness.

Delivering Exceptional Guest Experiences

• Foster a guest-first culture that uses insights and data to continuously enhance experiences.
• Protect and elevate the reputation of the attractions and the Merlin brand.
• Serve as a visible ambassador for the business both internally and externally.

Driving Growth and Innovation

• Partner with marketing and commercial teams to deliver impactful campaigns and revenue-generating initiatives.
• Identify emerging market opportunities and develop strategies to attract new audiences.
• Lead capital projects and strategic initiatives to support future growth and business transformation.

Operational Leadership

• Ensure the attractions operate safely, efficiently, and effectively while consistently exceeding guest expectations.
• Lead operational excellence through strong planning, resource management, and continuous improvement.
• Maintain readiness and resilience through robust risk management and business continuity planning.

Building High-Performing Teams

• Inspire, coach, and develop a diverse team of leaders and frontline employees.
• Create an inclusive, engaging workplace culture that reflects Merlin's values.
• Lead talent development, employee engagement, wellbeing, and organizational change initiatives.

Stakeholder and Community Engagement

• Build strong relationships with internal partners, landlords, local authorities, community organizations, suppliers, and business stakeholders.
• Represent the attractions within the local market while strengthening Merlin's presence and reputation.

What We're Looking For

Experience

• Seven or more years of progressive leadership experience, including at least three years managing a high-volume hospitality, leisure, entertainment, tourism, retail, or visitor attraction operation.
• Proven success leading complex operational businesses and delivering strong commercial results.
• Experience managing full P&L responsibility and driving sustainable business growth.
• Demonstrated ability to develop strategic partnerships and deliver successful marketing and commercial initiatives.
• Bachelor's degree in Business, Management, Marketing, or a related field preferred.

Leadership Attributes

We're looking for a leader who:

• Is curious and forward-thinking, actively seeking diverse perspectives and innovative solutions.
• Is results-driven, balancing strategic thinking with strong execution and accountability.
• Is a collaborative team player, building trust and fostering strong relationships across the organization.
• Is passionate about developing people, coaching talent and creating opportunities for growth.
• Brings strong commercial acumen and analytical thinking to decision making.
• Communicates with influence, adapts quickly to change, and thrives in a fast-paced environment.