guest experience manager

2 weeks ago

Birmingham, Birmingham, United Kingdom Merlin Entertainments Full time
Guest Experience Manager

Location (Country-County-City) UK-BIRMINGHAM

Job Locations UK-BIRMINGHAM

ID

Employment Type

Full-Time

Offer/Contract Type

No End Date

Location Name

Cadbury World

What you'll bring to the team

Ready to make every visit a sweet success?

We're looking for a fun, forward-thinking Guest Experience Manager to join the Cadbury World team. You'll lead the way in creating unforgettable moments for our visitors, ensuring that every trip into our chocolatey wonderland is packed with smiles, laughter and a sprinkle of magic.

What you'll do:

  • Champion Amazing Discovery across the attraction, inspiring your team to deliver extraordinary guest experiences every day.
  • Walk and test the attraction regularly, from tasting the fun in our shows to chatting with guests, keeping quality and consistency top of the agenda.
  • Monitor guest surveys, share insights and turn feedback into action to make every visit even better.
  • Lead service recovery across the attraction, transforming challenges into opportunities for chocolate-coated delight.
  • Support recruitment, induction and training to ensure every team member delivers the highest standard of Cadbury magic.
  • Keep safety at the heart of everything we do, making sure every zone is safe, welcoming and ready for guests.
  • Collaborate across departments to maintain seamless communication and team spirit.

This is a full-time, permanent role, working any 5 days out of 7. This includes weekends and bank holidays on a roster basis.

Qualifications & Experience
  • Proven experience in guest experience, attractions, or hospitality leadership.
  • Strong people management and coaching skills; you know how to bring out the best in your team.
  • Confident communicator with the ability to motivate, engage and inspire.
  • Excellent organisational skills, with sharp attention to detail and accountability.
  • Business and commercial awareness in a fast-paced, consumer-focused environment.
  • Comfortable using Microsoft Office (Excel, PowerPoint, Word).
  • Experience with guest feedback and booking systems is desirable.
  • A creative thinker who loves to make every guest's day extraordinary.
Benefits
  • 40% off LEGO online
  • 25% discount in our retail shops and restaurants
  • Merlin Magic Pass - giving you free tickets to all our attractions worldwide for you, your family, and friends every year
  • Enjoy the Ride Pass - giving you and 5 others a Merlin annual pass
  • Discounted rates at Merlin hotels all over the world
  • Employee pricing up to 55% off cinema tickets

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible.

Pay Range

Competitive

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