Senior Commercial Manager

What you'll bring to the team

Job Title: Senior Commercial Manager Location: Chessington, Surrey  

Roles & Responsibilities:

The Senior Commercial Manager will oversee all aspects of secondary revenue generation. Working closely with the regional Commercial Excellence team you will deliver commercial strategies that drive secondary-spend commercial revenues. This role will manage the Commercial Specialists and Commercial Sales Managers, ensuring effective implementation of revenue initiatives in addition to world-class standards of retail operation on the Resort.

Collaborating with the Planning and Business Support Director, the Senior Commercial Manager will optimize revenue opportunities from products and services such as FastTrack, lockers, VIP experiences, Events, Schools and other value-added offerings. The role will focus on aligning local delivery with global commercial goals, while fostering a culture of efficiency, collaboration, and guest satisfaction.

• You will take regional commercial delivery strategies and formulate these into locally delivered strategies.
• Key commercial revenue streams you will have responsibility for will be FastTrack, VIP experiences, retail outlets, F&B outlets, lockers, Events & Conferences and Schools.
• Your focus will be to optimise the income opportunities of all the above using local knowledge but strategic commercial direction to meet and surpass revenue figures.
• You will report into the Planning and Business Support Director, and line manage Commercial Specialists and Commercial Sales Managers.

Revenue Delivery Optimisation:

• Develop and implement strategies to maximise secondary revenue streams available, including FastTrack, lockers, VIP experiences, and additional in-attraction services such as retail outlets and kiosks.
• Collaborate with the Regional Commercial Excellence Director (within the Global Commercial Function) to align local operations with broader regional and global commercial objectives.
• Monitor and analyse revenue performance metrics, identifying opportunities for growth and improvement.
• Lead initiatives to enhance the profitability of secondary revenue products, ensuring they meet guest expectations and deliver value.
• Optimise pricing strategies and promotional plans in collaboration with global and regional commercial teams.

Team Leadership and Development:

• Lead and develop the Commercial Specialists, and Commercial Sales Managers to create aa collaborative high-performance culture.
• Manage and address any employee relations issues promptly and considerately, providing guidance and support in resolving conflicts whilst ensuring compliance with company policies, and promoting a positive work environment.
• Conduct regular team meetings, 1:1 meetings and performance reviews that sit together with the creation of objectives. Ensure feedback is provided in a constructive and supportive manner with a regular review of objectives, alongside ensuring there are opportunities for professional development.
• Ensure a conscious effort is made to provide team members with the necessary skills and resources to deliver their role and commercial strategies effectively.
• Create an engaging and collaborative environment that supports the achievement of commercial goals and individual successes.

Operational Excellence and Commercial Delivery:

• Coordinate inventory control, supply chain processes, and allocations to ensure efficient operations and availability of commercial products.
• Ensure systems, technology, and processes used for revenue delivery are functioning optimally, working closely with IT to resolve any issues.
• Regularly review and update SOPs to align with commercial goals, compliance requirements, and best practices.
• Coordinate with the Warehouse and Logistics Team and Zonal Operations Managers to ensure timely stock replenishment and product availability.

Collaboration and Stakeholder Engagement:

• Act as the primary point of contact for commercial initiatives, fostering strong relationships with internal stakeholders and external partners.
• Partner with the Resort Operations team to ensure commercial initiatives are seamlessly integrated into the guest journey, ensuring a feedback loop for continuous review and improvement is in place.
• Communicate regularly with the Regional Commercial Excellence Director and other global commercial leaders to share insights and best practices.

Health & Safety

• Oversee compliance of policies and procedures set forth within the Merlin Entertainments Group Health, Safety and Security Policy.
• Oversee and adhere to the compliance of any policies and procedures set out by Chessington's Health & Safety team.
• Ensure any Health & Safety training is undertaken by both you and those in the Commercial Team.
• Understand risk assessments and ensure reporting of any new risks as appropriate.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely and accurate manner.
• Actively share ideas, comments, and suggestions for improving safety within their work areas with their appropriate line manager.
• Work closely with the appointed H&S representative to promote a positive and proactive approach to safety in line with Culture Survey results and expectations.
• Participate in Duty and Crisis Coordinator schedules, lead incident management where required.

Qualifications & Experience

• Significant experience in revenue management, commercial strategy, and delivering value-added guest services, ideally within the leisure, attractions, hospitality, or retail sectors.
• A strong track record of optimising secondary revenue streams, such as FastTrack, VIP experiences, or ancillary services, and proven success in implementing data-driven strategies to achieve commercial targets.
• Experience in managing and developing diverse teams, such as  commercial and sales specialists, is essential.
• Strong analytical skills, stakeholder engagement abilities, and a collaborative approach to aligning local operations with global commercial objectives.
• Excellent leadership and organisational skills

Core Competencies:

Adaptability

• Responds effectively to changing operational demands and workforce requirements, demonstrating adaptability and flexibility in a fast-paced attraction environment. Supports business needs by adjusting responsibilities and shift patterns as required
• Comfortable and competent in adapting quickly to dynamic demands, unexpected challenges, and changes in operational needs or market conditions. Embraces and implements new technologies or methods to support continuous improvement and effective service delivery

Attention to Detail & Record Keeping

• Responsible for the accurate tracking, recording, and reporting of operational activities, ensuring consistency, transparency, and alignment with business standards and compliance requirements

Collaboration

• Builds strong, trusting relationships with internal teams and external suppliers to achieve shared goals. Fosters open communication channels that support streamlined operations and enable the identification of opportunities for continuous improvement
• Demonstrates the ability to work cross-functionally with internal teams and senior leadership, as well as external stakeholders, to ensure strategic alignment and drive operational success
• Demonstrates the ability to build and maintain effective relationships that support operational objectives and promote cross-functional collaboration.
• Collaborates closely with internal departments to understand inventory requirements and deliver timely, effective support to ensure operational continuity
• Demonstrates strong teamwork capabilities, ensuring effective alignment and collaboration across global functions to support shared objectives

Communication

• Communicates clearly and effectively, with strong conflict resolution skills to maintain seamless team and operational performance
• Strong interpersonal skills with the ability to build relationships and collaborate effectively across diverse stakeholder groups
• Provides clear, courteous, and professional communication during guest interactions, consistently creating a welcoming and positive experience

Continuous Improvement

• Driven to improve processes and empower teams, fostering long-term success through continuous development and collaboration.
• Demonstrates proficiency in identifying opportunities for process optimization and has a proven track record of successfully leading and driving change initiatives to improve efficiency and effectiveness
• Applies analytical tools to extract actionable insights and highlight performance trends, supporting data-informed decisions for leadership teams.

Leadership

• Proven ability to lead and coach teams, fostering high performance and supporting professional growth through effective guidance and development strategies
• Exceptional leadership skills with a proven ability to lead large teams, inspire trust and confidence, and make well-informed decisions in high-pressure environments
• Brings extensive senior leadership experience, ideally with responsibility across multiple business units or international markets.

Operational Awareness

• Demonstrated success in enhancing operational efficiency and boosting performance across cross-functional teams

Problem Solving

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Proactively identify and resolve operational challenges by developing creative, data-driven solutions that enhance decision-making and improve outcomes
• Proficient in resolving complex issues efficiently while adapting to dynamic and evolving operational demands

LEADERSHIP BEHAVIOURS

Soulfully Curious

• Leaders who seek out new knowledge, explore a wide range of perspectives, and show a genuine interest in learning and understanding complex issues.
• Leaders who ask questions with positive intent, show a willingness to learn and remain open to new ideas.
• A willingness to show vulnerability as a leader in order to learn from mistakes and recognise opportunity to grow.

Results Focused

• Leaders who set clear goals, focus on what's important, , regularly evaluate progress, and make changes when needed to reach the goal.
• Leaders who take accountability, learn from both successes and failures, and demonstrate a commitment to meeting or exceeding targets.

Extraordinary Teammate

• Leaders who proactively collaborate, share knowledge, offer assistance and support a wider community of peers across the organisation.
• Leaders who communicate clearly and respectfully, celebrate others' successes, and contribute to team performance and culture at all levels.

Develops People

• Leaders who positively support the growth and advancement of others, provide and seek out regular and constructive feedback
• Leaders who coach their teams, create opportunities for skill development, nurture talent and take a genuine interest in the personal growth of others

Benefits

• A competitive annual salary 
• 33 days holiday (including bank holidays) 
• 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones 
• Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all of our Merlin Attractions across the world rising to 40 after a year's service 
• Company Bonus 
• Private pension scheme 
• Private Medical Insurance
• 40% discount online off LEGO 
• 25% discount in our on-site retail shops and restaurants 
• Ongoing training and development opportunities  
• Plus, many more… 

Pay Range

Competitive

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