Retail Manager

Commercial Manager at LEGOLAND Discovery Center Kansas City

Job Purpose

The Commercial Manager is accountable for leading Retail, Food & Beverage, and Admissions operations to deliver exceptional guest experiences, strong commercial performance, and safe, compliant execution. The role maximizes revenue and profitability through inspirational people leadership, disciplined commercial planning, and a guest‑obsessed culture aligned to The LEGO Group’s values.

Key Accountabilities

Guest Experience & Brand Excellence

• Ensure all Retail, Food & Beverage, and Admissions teams consistently deliver world‑class, playful, and memorable guest experiences, exceeding KPI, per‑cap, transaction value, and mystery visit targets.
• Role‑model LEGO brand behaviors—fun, creativity, inclusivity, and authenticity—while embedding service excellence across the entire guest journey.
• Lead effective guest recovery and complaint resolution in line with company policies.

Commercial & Financial Performance

• Deliver revenue, margin, per‑cap, and transaction targets across all assigned commercial departments.
• Execute merchandising, F&B menus, pricing, seasonal, and promotional strategies to optimize peak trading periods.
• Drive effective upselling in Retail, Food & Beverage, and Admissions while maintaining a guest‑first mindset.
• Use commercial data, forecasts, and reports to identify trends, risks, and opportunities.

Leadership & Talent Development

• Recruit, onboard, train, and develop high‑performing teams across Retail, Food & Beverage, and Admissions.
• Build an inclusive, energized, and accountable culture where people feel valued, empowered, and proud of their work.
• Lead performance management through coaching, feedback, succession planning, and development plans.
• Act as a visible, hands‑on leader and aspirational role model.

Operations, Inventory & Compliance

• Oversee inventory, stock control, ordering cycles, waste, and loss prevention across Retail and Food & Beverage to ensure availability, accuracy, and cost control.
• Ensure Admissions operations are efficient, compliant, and optimized for throughput and guest flow.
• Maintain excellent results in internal audits, health & safety, food safety, and regulatory compliance.
• Ensure consistent execution of operating procedures, systems, and supplier lead‑time planning.

Planning & Collaboration

• Partner with the General Manager and Senior Leadership Team to plan labor, budgets, and seasonal operational strategies.
• Lead and serve as Duty Manager as required, responding calmly and decisively to operational challenges.
• Communicate clearly and consistently, ensuring teams understand goals, priorities, and expectations.
• Act as a collaborative team player, building strong partnerships across departments, sites, and The LEGO Group, sharing knowledge openly, and working collectively to achieve shared commercial and guest experience goals.

Skills & Experience

• Minimum 3 years’ management experience in retail, food & beverage, admissions, or hospitality, ideally within a high‑volume attraction or leisure environment.
• Strong commercial acumen with proven delivery of revenue, margin, and KPI results.
• Demonstrated ability to lead, inspire, and develop operational teams.
• Confident communicator with strong collaboration and problem‑solving skills.
• Comfortable working in fast‑paced, seasonal, and guest‑facing environments.
• Proficiency with operational systems and Microsoft Office tools.

Leadership Behaviors

• Put People First: Care deeply about guests and colleagues; lead with empathy and respect.
• Be Curious & Continuously Improve: Learn from feedback, innovate, and evolve ways of working.
• Deliver with Purpose: Focus on what matters most and follow through with accountability.
• Play Well Together: Collaborate openly, celebrate diversity, and bring optimism and fun to work.

Additional Requirements

• Flexibility to work evenings, weekends, holidays, and peak periods.
• Ability to meet the physical demands of a multi‑department attraction environment with reasonable accommodation.
• Commitment to the safety, wellbeing, and security of guests and colleagues.
• Occasional local or domestic travel may be required.

Benefits

• Flexible hours.
• 30% discount in the retail store.Merlin Magic Pass which gives you free admission to LEGOLAND Discovery Centers
• Competitive 401K.
• Discounts through the Merlin Marketplace Website – on almost anything you buy online.
• FUN working environment and much more!