General Manager

[{{ $ | translate}}] General Manager
Merlin Entertainments

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Job description

General Manager

Madame Tussauds New York, 234 W 42nd St
New York, New York, 10036
United States

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!

About the Role
The General Manager for Madame Tussauds NYC ensures that every guest enjoys a magical, memorable, world-class guest experience and that every member of our team embraces and exhibits our company values (known collectively as The Merlin Way). In this role, you will deliver the attraction(s) strategy, short and long-term EBITDA and guest satisfaction goals.

Key Responsibilities

  •   Drive a culture of guest first, and is data driven in understanding guest needs
  •  Ensure a robust marketing plan is in place for product and experience across each channel  
  •  Segment and target customers and identify new potential markets and audiences
  •  Drive increases in employee engagement scores 
  •  Role model guest-facing behaviors and act as Brand Ambassador internally and externally
  •  Safeguard the brand in all PR and marketing activity
  •  Increase attraction employee engagement scores by X % 
  •  Drive volume strategy and maintain sustained competitive advantage as measured against market share
  •  Optimize RPC and yield across each Merlin channel
  •  Focus team P+L Management and channel strategy to ensure sustainable growth in attraction RPC
  •  Deliver capital products and projects on time, on budget and to desired ROIC
  •  Deliver EBITDA growth, 5-year plan and cost control plans
  •  Set and execute successful productivity strategy
  •  Create and sustain external partnerships and networks 
  •  Roll out Merlin best practice and contribute to delivering the Merlin Group strategic agenda
  •  Activate Midway levers to grow greater revenue and identify new revenue opportunities
  •  Drive innovation, pre-empt opportunities, mitigate risk and adapt at pace
  •  Responsible for Health and Safety excellence including business continuity, risk and crisis plan
  •  Drive Operational Teams to ensure the attraction exceeds guest expectations 
  •  Ensure attractions are operating at maximum efficiency levels with required staffing needs met
  •  Ensure a low risk environment with robust profit protection measures in place
  •  Cascade all relevant information and drives culture of openness and safety
  •  Implement all HR and talent management processes and achieve D&I, wellbeing and CSR targets 
  •  Live and breathe values and leads by example as a regular visible presence
  •  Execute Merlin change programs   

Business & Functional Experience

  •  Proven experience in successfully managing all aspects of a complex operational business
  •  P&L management responsibility, demonstrating agility and responsiveness to trading
  •  Experience of having developed partnerships with non-profit organizations (NPOs), local businesses and authorities
  •  Proven operational leadership, including delivery of a tactical marketing plan
  •  Experience embedding business analytics and customer insight capabilities to drive decision making

Market & Geography Experience

  •   Developing businesses at different stages of growth
  •  Understanding motivators for different markets and the levers to pull to entice people to visit
  •  Understanding route to purchase for different markets  

  People & Teams Experience

  •   Experience managing leaders of teams outside own area of expertise
  •  Developing a diverse talent pipeline and succession planning
  •  Building high performance customer centric teams 
  •  Working in matrixed environments


  • Bachelor’s degree in business, management or marketing (desirable) 

Other Job Requirements 

  •   Must be able to work flexible hours, with regular weekend work as standard
  •  Must have a valid driver’s license
  •  Must be willing to travel locally, regionally and internationally

Personal Qualities

  •   Burning drive to achieve success
  •  Resilient and robust self-belief with the confidence to challenge
  •  Charismatic and creative; able to excite and inspire innovation
  •  Has the energy and discipline to ‘make things happen’
  •  Able to adapt quickly and flexibly to changing circumstances
  •  Operates with integrity and a sense of purpose
  •  Talent for building relationships, influencing and negotiating effectively
  •  Self-aware, with a growth mindset
  •  Empathetic towards others, draws deep insight into people and how they behave
  •  Financially astute and highly commercial, with an operational mind-set
  •  Analytical and investigative with strong attention to detail
  •  Maintains a focus on the bigger picture
  •  You are fun and have an outgoing approach with a desire to provide service on the highest possible level
  •  You are a collaborative team player as well as a stellar individual contributor
  •  You are committed to exceptional guest service and have a strong customer service background
  •  Preferably, you have experience working with children and families
  •  You are an effective communicator and can easily thrive in a fast paced, dynamic environment 

About the Benefits
In return you will find a competitive salary and benefits package including affordable and robust medical, vision & dental plans, company-paid life insurance and 401(k) matching plan offering, free entry to all of our Merlin attractions worldwide  - which also extend to family and friends, and much more.  In addition, you can expect continued growth of joining an exciting, global organization.

About Us
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. 


Job type
New York, NY, United States
Starting in
As soon as possible
Duration of the contract

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